Information of Customer Satisfaction - Speech or Presentation Example

Speech: Good Morning/ Afternoon, my is XXXXXX and I will be speaking about one of the most important elements of business, i.e. Satisfaction. On a daily basis all of us are customers for one company or another. All of us have come across a number of products are services with which we are very satisfied, while a few which we completely detest. So what is the main thing that companies needs to do to keep their customers satisfied? In order to answer this, the main areas I will be discussing about today are Factors impacting Customer Satisfaction and also the Importance of customer satisfaction. Customer Satisfaction is linked to a number of elements of business. The main factors that impact the customer satisfaction include customer service and support, Interactions and Quality and reliability of the services. Of these the main factors that impacts the customer satisfaction is customer service and support. Customer Service is very important and helps in building the relationship of the customer with the company and also, better customer service and support ensures higher customer loyalty. This aspect of the service or product forms an integral part of the strategy for building customer loyalty. It is easy to link with the customer by an efficient and up to the mark customer service and tagging along one particular service representative to a particular customer. To understand this better, a simple thing is to consider what we as customers look for when we enter into a store, firstly, we look for good service from the employees, then the quality of products and finally we look for safe and accurate billing. Apart from these, the communications with customers is also an important factor that impacts the customer satisfaction to a great extent. Interacting with the customers in a regular basis acts as a major motivational factor for the customers to deal with the business as well as leads to better levels of customer satisfaction as well. Finally, the quality and reliability of the service provided also has a major impact on the business. Better quality simply means, more customer satisfaction and improved customer loyalty as well. Having understood the various factors that influence customer satisfaction, it is essential to understand the importance of customer satisfaction as well. I will further discuss the other factors that have an effect on customer satisfaction. These point are basics which all of us experience everyday and there is nothing extra ordinary that a customer demands from the company. Let it be walking into a Wal Mart store or even into one of the departmental stores down the road, we all look for some simple things like: a) Singh 2006 states, Friendly Employees, Courteous Employees, Knowledgeable Employees and Helpful Employees: All of us look for good customer service and when the employees are friendly, smiling, and helpful, it simply improves the overall experience. b) Accuracy of Billing, Billing Timeliness, Billing Clarity, Quick Service: I guess we all will agree that these are essential elements of the service and to a great extent impacts our choice and satisfaction level. c) Competitive Pricing, Service Quality and Good Value, are also important aspects of our shopping experience and these also have a clear impact on our level of satisfaction and fondness towards the company (Singh, 2006) Now lets’ move on to the importance of customer satisfaction: According to Kotler (2000) satisfaction as: “a person’s feelings of pleasure or disappointment resulting from comparing a product’s perceived performance (or outcome) in relation to his or her expectations”. Customer satisfaction is an essential aspect of every business and impacts the working of businesses to a great extent. Customer satisfaction has a major impact on the business and the overall profitability of the business. When a customer is satisfied with the products and services of a company the customer will tend to come back, to buy other products and services as well. This leads to higher levels of repurchases and thereby leads to higher levels of profits for the company as well. It is also important to note that customer satisfaction has a major impact on the word of mouth marketing for the company as well. A satisfied customer will tend to let peers know about the service or products, whereas a unsatisfied customer will tend to take it to a higher level and let more number of people know about the bad service or products. Hence it is clear that satisfying customers should be the prime aim of a company and all employees of the company need to be trained to provide excellent service to the customers at all times. It is for the business to work on setting up processes as a means to assist the employees to enable them to build better as well as measure the levels of customer satisfaction (White, 2006). In conclusion, customer satisfaction is therefore an essential aspect for every business and needs to be considered to ensure that the company has a competitive advantage. An important point to remember is what we do every time we like a product or are satisfied with a service, we tend to tell our friends and family. This simply is CUSTOMER SATISFACTION Speaking Plan Requirements 1) Audience Analysis The only possible area where the audiences will not be interested in the topic is when a number of theories are included. The topic I have chosen is one which almost everyone can relate to. We are all customers almost every single day, hence this will allow the audiences to relate to what I am saying. Hence I think this in its own acts as a mode of gaining attention of the listeners. 2) Speaker Analysis: The possible obstacle I have here is that the topic I have chosen in some ways can be very deep and to make complete sense of the topic, it is essential to understand the topic in depth. However to overcome this issue, I have tried to include as much information as possible in the speech and this will not only keep the audiences attentive but will also help learn about the topic. 3) Attention Getter: To gain the attention of the audiences, I will introduce with the following sentence: “On a daily basis all of us are customers for one company or another. All of us have come across a number of products are services with which we are very satisfied, while a few which we completely detest”. 4) Common Ground: The common ground for this presentation is the fact that all of us are customers at some point in time each day. 5) Credibility: To establish my credibility, I will ensure that I include the references from where I have taken the information. For instance, in the presentation, I read, “According to Kotler (2000) satisfaction as...” 6) Thesis: Factors that impact customer satisfaction and the importance of Customer satisfaction for every business are two essential elements of every business and need to be considered for every business. 7) Speech Outline: I. Introduction: Customer Satisfaction a. Customer Centric Organizations b. Factors Impacting Customer Satisfaction c. Importance of Customer Satisfaction II. Customer Centric Organisation: i. Keeping the customers at the centre III. Customer Satisfaction: Factors Affecting Customer Satisfaction: i. Customer Service and Support ii. Interaction iii. Quality and Reliability of services IV. Importance of Customer Satisfaction i. Major impact on profitability of business ii. Increased repurchasing iii. Better Word of mouth marketing 8) Memorable Statement: The last statement I make will be the memorable statement, i.e., “An important point to remember is what we do every time we like a product or are satisfied with a service, we tend to tell our friends and family. This simply is CUSTOMER SATISFACTION”. Bibliography Business Dictionary, 2010, Customer-Centric, Accessed on 10th September 2010, Retrieved from http://www.businessdictionary.com/definition/customer-centric.html Kotler, P., 2000, Marketing Management, 10th ed., New Jersey, Prentice-Hall. Singh, H., 2006, ‘The Importance of Customer Satisfaction in Relation to Customer Loyalty and Retention’, Accessed on 9th September, 2010, Retrieved from http://www.ucti.edu.my/wps/issue1/wp-06-06-paper.pdf White, J., 2006, The Importance of Customer Satisfaction - Why You Should Focus and Train Your Employees, 07 November 2006, Accessed on 9th September 2010, Retrieved from http://ezinearticles.com/?The-Importance-of-Customer-Satisfaction---Why-You-Should-Focus-and-Train-Your-Employees&id=350224 Read More