What is Customer Satisfaction ?
February 12, 2025
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According to the market evidences following are the main determinants of customer retention:
If the customer expectation is very high and the provided product or service does not meet his expectation then the customer will obviously not purchase that particular product again. Hence one of the key facets in determining retention is the deference between the quality of the product or service provided and the customer’s expectation. The organization must always try to optimize the balance between quality of product and expectation from customers.
For example, shoppers and retailers are engaged with frequent shopping and credit cards to gain customer loyalty, many high end retailers also provide membership cards and discount benefits on those cards so that the customer remain loyal to them. All the important marketing strategies results in customer retention.
Customer service is the reaction by the organization to the queries and activities of the customer. Dealing with these queries intelligently is very important as small misunderstandings could convey unalike perceptions.
Success totally depends on understanding and interpreting these queries and then working out to provide the best solution. During this situation if the supplier wins to satisfy the customer by properly answering to his queries, he succeeds in explicating a professional and emotional relationship with him. Hence customer service is one of the most influential determinants of customer retention.
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