Putting the case scenario into consideration, Aquis Credit Card Company, whose objective is to improve customers’ satisfaction by 20% by the end of 2014, should start to increase their profitability by building their customers satisfaction and conducting customer survey to measure customer‘s satisfaction:
a. Build customer satisfaction by meeting their expectations: the basic requirement for Aquis Credit Card Company to stay in business is to meet the expectations of its customers so that they will have no complaints. They are just satisfied at this level, customer loyalty does not exist. If a rival company shows that it can offer more quality goods or cheaper services to meet customers’ expectations better than Aquis Credit Card Company, their customers will all of a sudden become ex-customers. Furthermore, if Aquis Credit Card Company fails to meet the expectations of its customers just once, they will leave and give their customer loyalty to another company who will do it for them (Tracy, 2001-2015).
b. Delight your customers:, Aquis Credit Card Company could achieve their objectives by giving their customers a high level of customer service that will exceed their expectations that will make them happy. Customers are delighted …show more content…
Facilitating feedback: finding a way of keeping in touch and show their customers that they are willing to listen and eager to keep the lines of communication open where there is no reason for face-to-face communication is another effective way Aquis Credit Card Company could achieve their objective by improving customers’ satisfaction. For example, customers should be followed up after sale either by social media or by handing out in-store or post -sale surveys to know what they would like see from Aquis Company’s customer service and to prove to them that they want to hear from them. Asking for customers’ feedback and using the information obtained could help to improve customers’ satisfaction in Aquis Company (Caron_Beesley,
a. Build customer satisfaction by meeting their expectations: the basic requirement for Aquis Credit Card Company to stay in business is to meet the expectations of its customers so that they will have no complaints. They are just satisfied at this level, customer loyalty does not exist. If a rival company shows that it can offer more quality goods or cheaper services to meet customers’ expectations better than Aquis Credit Card Company, their customers will all of a sudden become ex-customers. Furthermore, if Aquis Credit Card Company fails to meet the expectations of its customers just once, they will leave and give their customer loyalty to another company who will do it for them (Tracy, 2001-2015).
b. Delight your customers:, Aquis Credit Card Company could achieve their objectives by giving their customers a high level of customer service that will exceed their expectations that will make them happy. Customers are delighted …show more content…
Facilitating feedback: finding a way of keeping in touch and show their customers that they are willing to listen and eager to keep the lines of communication open where there is no reason for face-to-face communication is another effective way Aquis Credit Card Company could achieve their objective by improving customers’ satisfaction. For example, customers should be followed up after sale either by social media or by handing out in-store or post -sale surveys to know what they would like see from Aquis Company’s customer service and to prove to them that they want to hear from them. Asking for customers’ feedback and using the information obtained could help to improve customers’ satisfaction in Aquis Company (Caron_Beesley,