Why is Customer Satisfaction Receiving So Much Attention? Creates goodwill/ enhances reputation Increases margins / reduces price elasticity
Reduces “cost –ofpoor quality”
Increase “Cross-self” success
Customer Satisfaction
Lowers employee turnover Increases competitors marketing costs
Naman Infotech Centre.
Lowest cost of marketing
Tele: 91-079-26565405, 91-079-26561104
Is an unambiguous performance measure (Management, Aldridge) Raises the customer retention rate
Increases shares of customers’ purchases 11