Ideas and Opinions from Donald Trump and TrumpU Faculty.
Why Customer Satisfaction is a Key to Effective Marketing
Customers are the source of all your financial returns - your revenue, profits and cash flow. Satisfying them while making a profit at the same time can be difficult. But doing so is the only way to remain successful over time.
Many books have been written about customer satisfaction, some of them quite complex. But any organization can manage customer satisfaction by following my COPS model, which stands for Culture, Organization, Process and Strategy.
My book Trump University Marketing 101 explores the COPS model in depth. But here’s an overview that can help you review how effectively your organization is satisfying its customers - and where your efforts are lacking.
Culture - You have to make customer satisfaction everyone’s responsibility. Remember that if your organization is customer-driven, everyone needs to be committed to satisfying customers. That includes you. When Lou Gerstner took the top job at IBM, for example, he announced that he would be the sales representative in charge of five accounts. That’s the kind of thinking that reorients company culture toward customer satisfaction.
Organization - Make it easy for everyone in your organization to satisfy customers. When a customer calls with a problem, for example, the person who answers the phone must be able to rectify that issue. Strive to empower your people to satisfy customers on the first call. Look at British Airways, which not only addresses customer complaints, but which empowers its employees to offer gifts, like upgrades, to help preserve customer relationships.
Process - Design processes to satisfy customers’ needs - not the needs of your organization. Years ago, for example, banks kept the classic “banker’s hours” and closed their doors after 3:00 P.M. and on weekends. Now that has all changed, due to competition. Some of the most successful banks are also the most customer-friendly.
Strategy - Over time, all organizations need new customers. Yet they need to retain current customers too. The strategy for reaching these goals can be simple. SAS, for example, advertises and markets to attract new passengers. But it has also identified “moments of truth,” such as the times when customers check in or claim their baggage, that offer opportunities to cement customer loyalty. Whatever your strategy, make sure it has the customer at the center.
Please send me Trump University's weekly e-newsletter Inside Trump Tower and let me know about special offers.
See how you stack up against Donald Trump take our FREE entrepreneurship test.
Follow Us on Twitter
Become a Fan of Trump University's Facebook Page
Trump University on You Tube
How to Change the World
Tom Peters
Conversation Marketing
Freakonomics
Marketing Excellence Blog
Rajesh Shakya
Trump University Real Estate 101 Building Wealth with Real Estate Investments
Commercial Real Estate Investment 101 How Small Investors Can Get Started and Make It Big
4 Comments
Great article. I have not read your book, but I guess it must be very useful book.
For business, customer satisfaction is the most essential thing, every thing else comes after that. I have learned myself over the last 10-15 years of my involvement in different kinds of IT business.
I have written few articles on customer satisfaction in my blog. I hope those articles will complement the thoughts of Mr. Don.
Please visit the URL:
http://www.rajeshshakya.com/category/customer_relationship/
I hope you will enjoy reading.
Rajesh Shakya
http://www.rajeshshakya.com
Helping technopreneurs to excel and lead their life!
great great article!
Customer Satisfaction is the very first priority in order to create and maintain long term a brand, with your permission take a bit the time to complete the 6-th aspect of fulfillment missing somehow, curious about?OK,
Thank you than and see you soon by an a bit unusual SAS Moment of the Truth!
Best Wishes,
Daniela
$700billion on our bourder, that was quick for 1 one day open.
The plan stated, 100 companies with a pilot program.
Pilot Progam, this is just a testing period.
The safest bets, would be only 1 company every 5 weeks, beginning maybe 5 weeks from today, under "specification" that they follow all US laws, rules, guidlines ect. Although, If the company does not follow regulations with "license", provided by the US customs, and inspections, it limits the ability on importation by that specified company. The Trade Routes respectivley, to selected cities, with co-operation and selection from US teamsters, that understand these are not U.S. products, so their jobs, are not undermined, although they have a voice in the selection, in addition they can state limitation on miles from border, granted of the first 25 miles. If the flleets, get a deal with them. "this is only an Idea"
The contracts are par each company, the Mexican company meets their ability to meet with our standards of trade on this side of the boarder. Each company is responsble for its individual actions, and can be turned away from border. Second, trucking requires specification on EPA standard, hence the Sierra Club's complaints. Peference of new cargo fleets only, Although the term plan would be to bio-fuel or bio-desiel trucks that enter from Mexico. Purpose, our cost of oil would increase, so to keep our fuel opperable. Bio, and Brazil sells bio-fuels, trade talks improve US getting a good deal on opening steel operations, with a "smart" small structure faster to build, and efficeint inside. Respective, I understand Texas is fussy with the border deals, and bio ideas, although they seek to gain good steel, for a good price. I know China's interest in the same progress, I dont want to uanyone, infact they are worried about next years Olympic's, I see they are worried about environment, do any US companies notice?
ohh yea US companies, to whom , please stop the skeletons on tv.
In addition to PCE deflator reports, income spending, factory orders, what do the pro's think? i noticed the decrease in tech in the last 4 months.
Japan, US, Australia, had a small bump, any ideas how to improve with slight co-ops.
considering the operations in the middle, anyone sent a ad-hoc group, Kuchinch, Biden, Obama, did they make suggestions of "who" to staff, for a real redevelopment? the offer was $50billion, maybe something smart for less money, and for good instead of bad?
Russia and India, back in space, so what do NASA and other American companies think about that?
by the way, there is this guy Dell Green, maybe if, anyone would be interested in setting him up?