Ask a question from expert
Customer Satisfaction and Customer Support System: Bibliography
12 Pages2978 Words276 Views
Added on 2020-03-28
Customer Satisfaction and Customer Support System: Bibliography
Added on 2020-03-28
BookmarkShareRelated Documents
Running Head: SATISFACTION AND SUPPORT SYSTEM FOR CUSTOMER1Bibliography of customer satisfaction and customer support systemNameInstitution
SATISFACTION AND SUPPORT SYSTEM FOR CUSTOMER2IntroductionThe modern corporate world, as well as the private sector, has continued to develop strategies and another improvement mechanism to improve their business customer satisfaction levels. The growth of businesses in the modern business world has been attributed to the level of customer satisfaction with the goods and services offered by the companies. Many organizations and companies have therefore developed some customer support systems which help them to consistently monitor their customer satisfaction levels through obtaining different customer feedbacks and concerns (Boyun, 2017). Many business organization or companies monitor their customer’s satisfaction with the aim of determining how to increase the company customer base, customer loyalty, ensure business growth, increase the company market share and ensure also that the business survives in the modern competitive business world. The importance of a company customer support system is to ensure that every incoming request made by the customers either prospective or existing ones is efficiently managed and responded to. Lack of effective customer relations and satisfaction or failure of the customer support system may negatively impact the growth of the company (Lin et al. 2017). This has been the major challenge affecting the Base Corporation which is a company specialized in making high-end speakers, headphones among other items. The study, therefore, provides a bibliography of customer satisfaction as well as customer support systems in addressing the problem of decrease in the levels of customer satisfaction by the Base Corporation customers with the existing customer support system.Both the private sector and the corporate business world have increased the need to develop a centralized customer support system that is able to address all the incoming requests from the company perspective as well as the existing customers. It is required that for a customer
SATISFACTION AND SUPPORT SYSTEM FOR CUSTOMER3support system developed by any company to achieve its objective or to be effective in addressing the customer related issues that the system should be simple for the customers to reach out to the company as well as allow the staff to respond to the issues or the incoming requests effectively (Roy et al. 2014). However, the need for the customer support system to improve customer satisfaction in an organization differs from one business to the other and therefore it is important for the management of the company to how its business wishes to engage its customer service activities. The effectiveness of a customer support system leads to improved customer satisfaction as satisfaction is measured by how the goods or products as well as the services offered or supplied by the company meet or surpass the customers’ expectations.In the modern competitive marketplace which is characterized by increased competition for customers by different businesses, customer satisfaction has become the differentiating factorin the market. Companies are therefore striving to offer amazing customer experiences by creating environments in which satisfaction is high. Customer satisfaction acts as an indicator of consumers repurchase intentions and their loyalty to the company products (Omar et al. 2015). It acts as an effective mechanism for retaining customers than acquiring new ones in the modern competitive world. For a company to achieve a successful customer experience then it must ensure that the developed customer support system operates under the principles established governing customer relationships in the company. Most successful companies usually listen, understand as well as respond uniquely and in a creative manner to the evolving customer needs and the constant shifting customer expectations. The customer support system should establish a clear vision of excellent customer service so that offering quality services becomes like a culture to the entire company. It should also establish concrete standards of quality for the services offered which will be used to regularly measure the customer satisfaction experiences against
SATISFACTION AND SUPPORT SYSTEM FOR CUSTOMER4(Mostert et al. 2016). It is also important that the customer satisfaction with the products of the Base Corporation is greatly influenced by the individual consumer expectations on certain products and services. Since the company is seeking to improve its customer service experience through the existing customer support system it is important to understand some of the customer citizenship behavior which may help the company to improve their service delivery to their customers. Weisheng, C., Min-Seok, K., & Jung-Sup, B. (2015).Customers as partial employees: the influences of satisfaction and commitment on customer citizenship behavior in fitness centers. Journal of Physical Education & Sport, 15(4), 627-633The authors in this study have provided important insights and understand how customer citizenship behavior can help organizations understand their customer experiences and in this case, help understand their customer’s satisfaction. Customer citizenship behavior is used to understand the spontaneous customer behaviors that may not necessarily be helpful for the successful delivery of services but in one way or the other can be used to assist the company in improving its service delivery to their customers. Some of these spontaneous behaviors from customers include; customer feedback behavior, advocacy, helping and tolerance (WEISHENG et al. 2015). The study of customer citizenship behavior, focus on a context of a fitness center with the major focus being laid on understanding the influences of customer satisfaction as well as commitment to customer behavior. This information can be relied upon in understanding the activities of the Base Corporation Company call center and how they have influenced the customer satisfaction behavior.
End of preview
Want to access all the pages? Upload your documents or become a member.
Related Documents
Effect of Service Quality, Price and CSR on Customer Satisfactionlg...
|27
|7666
|251
Customer Service Strategies for VTI KarMartlg...
|13
|2093
|216
Research Project on Customer Satisfaction - EasyJetlg...
|26
|5063
|48
Social Customer Relationship Management (CRM) Assignmentlg...
|17
|3997
|38
Managing Digital Systems for Organizational Success and Growthlg...
|6
|1586
|409
Customer Experience Management Strategy Assignmentlg...
|11
|2758
|26