About This Chapter
Customer Experience & Satisfaction - Chapter Summary
Within this chapter is a series of lessons that revolve around customer experience and customer satisfaction. Topics addressed include customer service complaint resolution and the relationship between customer retention and satisfaction. Your employees can also learn about the following:
- Factors that affect the customer experience
- Customer satisfaction and customer value
- Definition of a customer and personalizing customer service
- Customer service goals and culture
- Customer-centric sales strategy
- Delighting and engaging customers
- Traditional sales vs. relationship selling methods
- Long-term customer relationships
Working through this chapter, your employees will have the chance to watch engaging videos, read text lessons and take multiple-choice quizzes. These quizzes can gauge your employees' knowledge and understanding of customer experience and satisfaction.
How It Helps
- Creates strong relationships: Employees see what factors influence customer experience, which allows them to see ways to strengthen their relationships with their customers.
- Showcases examples: This chapter allows employees to see what customer satisfaction looks like, so they can see if their methods are working or not.
- Fosters repeat business: Once employees identify the relationship between customer satisfaction and retention, they can implement the techniques in their own work to encourage repeat business.
By the end of this interactive chapter, your employees should have the ability to:
- Discuss the factors that influence the customer experience
- Identify characteristics of customer satisfaction
- Describe the two types of customers any business needs to thrive
- Clearly understand how retention and customer satisfaction work together
- Recognize examples of customer service goals
- Outline a customer-centric sales strategy
- Personalize customer service
- Delight customers with various customer engagement strategies
- Define the concept of a customer service culture
- Differentiate between relationship selling vs. traditional selling methods
- Cultivate long-term relationships with customers
- Define customer value in terms of marketing
- Resolve customer service conflicts and complaints
1. What is a Customer? - Definition & Overview
Knowing who your customers are is extremely important to any business. This lesson defines a customer and describes three general types of customers that every business will encounter.
2. Customer Experience: Definition, Factors & Lifecycle
This lesson discusses customer experience and the importance it has in increasing consumer satisfaction and retention. We'll also review the customer life cycle and look at the factors that influence consumer behavior.
3. What are Customer Service Goals? - Definition & Examples
Customer service is the most crucial aspect of any business, company, or employer. In this lesson, you will learn what customer service goals are, how they are formed, measured, and why they are so important.
4. What is Customer Satisfaction? - Definition & Examples
Customer satisfaction is essential for business success in today's marketplace. In this lesson, you'll learn what customer satisfaction is and be provided some examples. A short quiz follows the lesson.
5. Case Study: Costco Wholesale's Customer Satisfaction
Wholesale giant Costco has often been an industry leader or innovator in customer satisfaction. This case study will examine some of the strategies used by the company to improve and maintain high-levels of customer satisfaction.
6. The Relationship Between Customer Satisfaction & Retention
Thriving businesses require two types of customers: first-time clients and returning customers. This lesson discusses how customer satisfaction and retention work together to build a strong client following for your business.
7. Customer-Centric Sales: Definition & Strategy
This lesson defines customer-centric sales. It then describes how an organization can design its sales process before, after, and during sales to create a customer-centric strategy.
8. How to Personalize Customer Service
This lesson will review basic social interactions, body language, and utilization of empathy with customers. The lesson will also discuss providing customer service that is personalized.
9. How to Delight Customers: Principle & Examples
Customer delight involves more than just meeting a customer's expectations; it is a truly emotional experience. This lesson describes the principle of customer delight and provides examples of how an organization can delight its guests.
10. Customer Engagement Strategies
Because consumers have more choices today when purchasing products and services, it's important for companies to stay engaged with their customers. This lesson covers strategies for engaging customers.
11. Customer Service Culture: Definition & Overview
Companies are continually finding out that the customer is the most important part of their business. This lesson will dive into the definition and overview of a customer service culture.
12. Relationship Selling vs. Traditional Methods: Definition and Purpose
Promoting is an important method of communicating the benefits of a product or service. The traditional way of selling does not take into account developing a long-term relationship with customers and is more concerned with just making a sale. The proper way of selling in a marketing environment is relationship selling. This is concerned with solving customer product needs and delivering long-term customer service.
13. Cultivating Long-Term Customer Relationships
Learn how to cultivate long-term customer relationships and the importance of maintaining those relationships through team building, customer satisfaction, and communicating effectively.
14. What is Customer Value? - Marketing & Definition
In this lesson, we will learn the meaning of customer value and discover how consumers use customer value to make buying decisions. We'll also learn why companies must establish and maintain a high customer value for their products and services.
15. Resolving Customer Service Complaints & Conflict
Dealing with customer complaints can be a challenging task, but when you have the tools to help you understand the customer's concerns and how to resolve them, the result can be a happy customer.
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Other chapters within the Improving Customer Experience course