1. Customer satifaction presented:- arpanakumari roll no:-13

2. Customer satifaction The customer is the king Quality is what customer wants Customer satisfaction must be the primary goal of any organization therefore every employee should understand the importance of customer

3. What is customer satisfaction? expectation performanc e expectation performance 9 8 5 8

4. Examples of customer satifaction It is no longer enough to satisfy customers you must delight him Mc donold ICICI Bank

5. how customer satisfaction has improved from traditional to modern business organization

6. Who are the customer Important people in business Life blood of business A part of business,not outsiders

7. Customer satisfaction in modern contest customer grievances customer timely focus supply customer special requirement feedback of customer Customer satisfaction

8. Types of customers Two types internal customers external customers Internal customers customer inside the company every person in the process each department is customer of another

9. External customers who uses the product who purchases the product who influences the sale of productsss

10. Understand satifactiondrivery Services quality Emotional factor Customer satisfaction Product quality price

11. Customer retention Process of retaining the existing customers Customers retention is powerful than customer satisfaction RESEARCH 60%revenue existing customers 96%customer don’t complaint but share with oters 91%unhappy customers never purchase goods again 82-95%customers retain if responded properly

12. Different forms of satisfaction measurement Feedback forms Annual customer satisfaction in survey Online polls Crm soft war Customer service feedback Online questionnaries Phone or fax surveys

13. conclusion There is only one boss.the customer and he can fire every body in the company from the chairmah on down, simply by spending his money somewhere else. “if we don’t take care of our customers,someone else will”.