Our ability to meet customer demand for our products depends, in part, on our ability to deliver the products our customers want on a timely basis. Accordingly, we must continually improve the management of our supply chain by synchronizing the entire supply chain, from sourcing through manufacturing, distribution and fulfilment. As we continue to grow our business, acquire new OEM customers and strengthen relationships with existing OEM customers, the efficiency of our supply chain will become increasingly important because OEMs tend to have specific requirements for particular products, and specific time-frames in which they require delivery of these products. We have previously experienced challenges related to the logistics of delivering our products across a diverse set of customers and geographies on a timely basis. In addition, upon consummation of our proposed joint venture with ATIC, we will need to revise our processes upon transitioning to manufacturing at a foundry. If we fail to continue to improve the efficiency of our supply chain our business could be materially adversely affected.
3.3
03/03/2011
why it's important to improve your product for business?
How to deal with customer problems and complaints?
how to deal with customer complaints and problems?
1) Have a good attitude about complaints. Ok, so none of us actually like to listen to complaints. However, complaints are a way to learn how to improve your business.
3) Listen. Customers want to be heard and understood.
4) Apologize for the problem. It doesn't matter that the customer may, in fact, have been wrong.
5) Try to fix the problem or make it up to your customer in some way.
6) Give them something to show your appreciation. It doesn't have to be much. Coupons are a good idea.
7) Keep records of complaints. This will allow you to analyze what is going wrong and make changes.3.2
How to measure customer satisfaction!
Measuring Customer Satisfaction
There are several ways to gather input from customers. The simplest way to find out how customers feel and what they want is to ask them. If you have only 20 customers, you can talk to each one personally. The advantage of this approach is that you'll get a personal "feel" for each customer. The disadvantage is that you'll gather different information from each customer depending on how the conversation goes.
Customer surveys with standardized survey questions insure that you will collect the same information from everyone. Remember that few of your customers will be interested in "filling out a questionnaire". It's work for them without much reward. By launching a customer survey as an attempt to find out "how we can serve you better" -- your customers will feel less put upon.
Here are a few of the possible dimensions you could measure:
quality of service
speed of service
pricing
complaints or problems
trust in your employees
the closeness of the relationship with contacts in your firm
types of other services needed
your positioning in clients' minds
Focus Groups
Focus groups are good ways to get informal input from a group of customers or prospects. You bring in 5-10 customers or prospects and ask them questions or have them react to material. You can pay a professional facilitator and videotape the whole session, or just lead an informal discussion yourself. In either case, you have a chance to gather ideas about customer needs, reactions to your company, suggestions for new services, and so forth. In addition to individual responses, you get ideas that develop as the group reacts to each other's responses.3.1
12/11/2010
Have you ever had a dream so real you're certain it happened? What was it?
Steve Jobs or Bill Gates – which one do you admire more? And what would you want to ask them?
Time taken from order to delivery. Time to deliver the product to the customer. E.g. At argos when you order your product it takes 5 minutes to receive your product. If it takes longer to receive your product argos will apologise to you. if it takes even longer to receive your product you might receive a discount. Sending leaflets out to customers and getting a good response is good customer service. E.g. Domino's pizza post leaflets straight to customers houses, and domino's get loads of response's. Number of times the customer has been in contact with the business. A business should get it right the first time. E.g. Customers Phone HSBC bank at every month to check there account. Average time it takes for you to get your product or service. E.g. When you order at food at pizza hut it takes half an hour to get your food. if it takes more than 30 minutes to get your food that is bad customer service.
Have you ever had a dream so real you're certain it happened? What was it?
Steve Jobs or Bill Gates – which one do you admire more? And what would you want to ask them?
Staff Feedback? Staff feedback is valuable for two reasons. first, many staff deal directly with external customers. They can therefore pass on comments made by customers - both positive and negative. Sales representatives, for example, are usually expected to chat to customers regularly and pass feedback to their manager.
Have you ever had a dream so real you're certain it happened? What was it?
Share what's interestinMystery customers?
Some retailers employ mystery customers to visit their own stores to assess staff. they may also check competitors stores to compare service levels. They will be interested in factors such as the following ;
Speed of service.
The way in which the service was delivered
the attitude of the sdtaff
the quality of the finished result.
It is not only retailers that use mystery customers. one health authority has also employed then to check if doctors and nurses are washing their hands for you
Complaints and compliment letters
If a customer makes a complaint, either by telephone or letter, this indicates a possible problem area. If several complaints are received about the same thingExample: In school if a student wants to make a suggestion/complain about somthing in school they write a complaint letter to the headteacher.
Example: If a family enjoyed there day at thorpe park, they could write a compliment letter to the owner of thorpe park.
Have you ever had a dream so real you're certain it happened? What was it?
Steve Jobs or Bill Gates – which one do you admire more? And what would you want to ask them?
Have you ever had a dream so real you're certain it happened? What was it?
Steve Jobs or Bill Gates – which one do you admire more? And what would you want to ask them?
Share what's interestiCustomer questionnaires/comment cards
Because the waiter may forget to relay your comments back to the chef or the manager, many restaurants prefer to put a comment card on your table and ask you to complete it before you leave. Other businesses do this too. Cards are available in tesco stores for customers to complete if they have a comment or suggestion to make.
many businesses want more information than would fit on a comment card so they issue questionnaires for customers to complete. you will often find these in hotel rooms and many travel companies issue them at the end of a package holiday. Questionnaires may be sent more widely - to existing customers and previous customers who have not made a purchase for some time to find out why. This is because, as well as feedback, they also provide useful information about the 'typical;' customer. However asking about salaries or ages must be done tactfully because many people object to answering these types of questions.
many organisations send out regular online questionnaires to a representative customer group to check their views.
For example: debenhams asks for feedback on a wide range of topics, from store layouts or advertising campaigns to its store cards and credit cards
Have you ever had a dream so real you're certain it happened? What was it?
Steve Jobs or Bill Gates – which one do you admire more? And what would you want to ask them?
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