Questions has been asked to many people who are involved in business either who owns the business or the person who runs for someone.
The question is “Will a satisfied customer remains?” or “Will a satisfied customer be a loyal customer?” The answer is MIGHT NOT. But why this might happen?
Actually there is a difference between a satisfied customer on your product and your loyal customer. A customer might be satisfied with your product but if we have no good relationship develop between the seller and the customer, the seller one day shall loose the customer who might be in relation to the competitors.
This involves 2 factors:
1. The relationship between the seller and the customer.
2. The seller’s business model – are they adopting the latest business model that is customer oriented instead of product oriented.
A clear case study below would make is very clear and if the attached question is answered, then you would be clear on the issues.
In a small town of Eumundi, Queensland, there is a small Jewelry Shop called Eumundi Jewel. The owner has been traditionally selling the hand made jewelry and the customers have been telling they are happy with the product and services. However in 2007 jewelry shops, Hejja Jewels opens at a few shop lots distance from Eumundi Jewel. The customers are satisfied with the product too and the price seems to be at time slightly cheaper then Eumundi Jewel.
In 2008 early, a survey being made and data found that those customers whose has been to Eumundi Town would visit both Jewelry shops but tend to be loyal to the Eumundi Jewel instead of Hejja Jewels.
It is found that despite both shops had produce a satisfactory product to their entire customer but 2 factors had made Eumundi customers to be loyal to Eumundi Jewel.
Eumundi Jewel collect data from all their customer and send gift on customer’s important dates such as birthday, anniversary and visits to the hospitals if any of the customer is admitted.
Eumundi Jewel also from time to time advice on any drop of gold price which leads to price discounts at their shop. This helps the customer to purchase product at lower price then in certain days of the year or months.
Eumundi Jewel also draws or designs the jewelry sets, ring, and bracelets, in meeting the customer request. Advices are given to customers not only design but also other cost consultancy and this is FOC.
Hejja Jewel fails to do this and hence their customer is not loyal.
The question is “Will a satisfied customer remains?” or “Will a satisfied customer be a loyal customer?” The answer is MIGHT NOT. But why this might happen?
Actually there is a difference between a satisfied customer on your product and your loyal customer. A customer might be satisfied with your product but if we have no good relationship develop between the seller and the customer, the seller one day shall loose the customer who might be in relation to the competitors.
This involves 2 factors:
1. The relationship between the seller and the customer.
2. The seller’s business model – are they adopting the latest business model that is customer oriented instead of product oriented.
A clear case study below would make is very clear and if the attached question is answered, then you would be clear on the issues.
In a small town of Eumundi, Queensland, there is a small Jewelry Shop called Eumundi Jewel. The owner has been traditionally selling the hand made jewelry and the customers have been telling they are happy with the product and services. However in 2007 jewelry shops, Hejja Jewels opens at a few shop lots distance from Eumundi Jewel. The customers are satisfied with the product too and the price seems to be at time slightly cheaper then Eumundi Jewel.
In 2008 early, a survey being made and data found that those customers whose has been to Eumundi Town would visit both Jewelry shops but tend to be loyal to the Eumundi Jewel instead of Hejja Jewels.
It is found that despite both shops had produce a satisfactory product to their entire customer but 2 factors had made Eumundi customers to be loyal to Eumundi Jewel.
Eumundi Jewel collect data from all their customer and send gift on customer’s important dates such as birthday, anniversary and visits to the hospitals if any of the customer is admitted.
Eumundi Jewel also from time to time advice on any drop of gold price which leads to price discounts at their shop. This helps the customer to purchase product at lower price then in certain days of the year or months.
Eumundi Jewel also draws or designs the jewelry sets, ring, and bracelets, in meeting the customer request. Advices are given to customers not only design but also other cost consultancy and this is FOC.
Hejja Jewel fails to do this and hence their customer is not loyal.
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