E-Business Consulting

Customer Satisfaction

Based on HBR, “Zero Defections: Quality Comes to Services,” (Reicheld and Sasser) acquiring new clients costs six times more than maintaining the loyalty of old ones.

The success enterprises are those who are not only oriented to sell products and services but those who invest in effective relations with customers.

The enterprise, in fact, can define its own market and however can not o be able to assume the customer guideline as foundation of its own system of thinking.

The market leadership comes through one effective management of the customers relation, in order to be successful in today’s competitive market, anticipating present and future requirements and doing this, obtaining the loyalty of client.

To build long-lasting relations with customers, a business guideline oriented to Customers Satisfaction allows improving the tuning between supplier and client, through a systematic feedback audit of the customer and the determination of those keys indicating the supplier’s performance.

In order to offer an operating example, we are citing some questions aimed at a quick check up measurement of Customers Satisfaction in your company:

  1. Is there any monitoring methodically done to measure your Customers satisfaction towards your products?
  2. Is there any in-house evidence shared by all departments laying down Customers satisfaction rules?
  3. Are there performed “Welcome Calls” when acquiring new clients?
  4. Is there any constant monitoring of your Customers satisfaction towards your after-sales service?

The proposal model offered to enterprises by E-Business Consulting helps them to manage their customers allowing maximize Customer Satisfaction aspects, drawing the attention to some basic points, often ignored:

  • Detailed analysis of your own Customers
  • Finding out requirements and expectations
  • Constant evaluation of Customers Satisfaction levels compared to services and goods offered
  • Monitoring the position into real and expected markets.

E-Business Consulting S.r.l.

Corso del Popolo, 8 - 35131 Padua - Italy

Phone +39 049 9817360

Fax +39 049 9817364