+what Is Customer Satisfaction

+What is customer satisfaction
1. High customer satisfaction translates to customer loyalty, and loyalty is one of the biggest drivers of corporate growth. Lets face it customer satisfaction is at an alltime low in our country. So, what exactly is going on? For one thing, in responding to customers needs, companies often rely too heavily on their customer surveys in which only a small percentage of consumers participate. In addition, even high CSAT scores do not necessarily translate directly into customer loyalty and profitability. Despite these facts, over three fourths of customer service organizations rely exclusively on CSAT scores to understand their customers experiences, according to a recent article in the Harvard Business Review. Certainly, surveys can offer valuable information, but theyre only a tiny piece of the overall puzzle. Customer expectations of in-store, Interactive Voice Response (IVR) and online systems that deliver services and products are very high, and we all know where ignoring the bigger picture leads. As weve seen, when a company fails to meet customers expectations, they take action. Consumers cancel cable services, they switch cell phone providers, they change banks, and they refuse to book a flight on the airlines that lost their luggage. They also share their experiences and not through surveys. Instead, they tweet, they chat, they blog, they assign ratings, and they make recommendations and give warnings. In short, many more customers are sharing their opinions and their preferences with their virtual next door neighborsthousands of like-minded friendsin real time. Word-of-mouth has assumed an additional dimension. The more humorous and the bigger the rants, the more people are likely to read, watch and listen. To understand customerswhat customers are doing and what theyre saying companies need to examine the customers interactions with their products and services through a different lens and discover where these are falling short. Fortunately, the know your customer adage has been taken to an entirely new level by experience analytics platform providers. In fact, Forrester has said that an experience platform ClickFox offers provides the unique capability to identify discrepancies between system design and actual interactions across multiple channels to provide meaningful insight. Tracking actual customer behaviors and experiences across retail, online and contact centers provides powerful insights into the root cause of issues like poor satisfaction. Fast growing, successful companies retain and gain customer loyalty by doing more than simply resolving an existing problem. They avert common downstream issues by being proactive. To be proactive, companies must gain insights into their customers that reach far
beyond survey data. Here, a comprehensive view of the customer experience from beginning to end with the opportunity to drill down to understand specific interactions becomes extremely valuable. By identifying repeated patterns, complaints and areas for improvement, companies can focus on and remove the greatest obstacles to the consumer, reduce repeat calls over the same issue, and avert future problems. Companies have the opportunity to understand customer behavior and improve satisfaction rates. This leads to greater customer retention and company growth so that companies can rely on the strongest marketing engine that exists: the customer. Read more: http://www.businessinsider.com/what-is-customer-satisfactionreally2011-9#ixzz2lkxlmcEG 2. Customer satisfaction must be the primary goal of any organization therefore every employee should understand the importance of customer.
Explain and illustrate the kano model

The Kano model offers some insight into the product attributes which are perceived to be important to customers. The purpose of the tool is to support product specification and discussion through better development of team understanding. Kano's model focuses on differentiating product features, as opposed to focusing initially on customer needs. Kano also produced a methodology for mapping consumer responses to questionnaires onto his model.
Quality Function Deployment (QFD) makes use of the Kano model in terms of the structuring of the Comprehensive QFD matrices. Mixing Kano types in QFD matrices can lead to distortions in the customer weighting of product characteristics. For instance, mixing Must-Be product characteristics such as cost, reliability, workmanship, safety, and technologies used in the product in the initial House of Quality will usually result in completely filled rows and columns with high correlation values. Other Comprehensive QFD techniques using additional matrices are used to avoid such issues. Kano's model provides the insights into the dynamics of customer preferences to understand these methodology dynamics.
Theories in employee motivation. Discuss and explain each theory.

1. I have written frequently on the importance of situational recognition. Depending on which one or blend of the major theories of motivation you subscribe to, the implications and the advice to leaders varies for recognition and engagement strategies. Lets start first with The Equity Theory that was created by John Adams. The quick rundown of this theory is that according to Adams, people compare themselves with their peers to see if they are being treated equitably and adjust their own efforts accordingly. If you subscribe to the Equity Theory, the implication to leaders is that you need to make certain all employees are treated fairly. To create engagement, leaders must address issues of inequity immediately. The second major theory of motivation is the Two Factor Theory created by Frederick Herzberg. The quick rundown of this theory is that according to Herzberg, people are motivated by things like achievement, recognition, meaningful work, responsibility and opportunities for growth and development. Herzberg also stated that, people are dissatisfied by things like policies, especially red tape. If you subscribe to the Two Factor Theory, the implication to leaders is that you need to make certain you focus and act on employee motivation and dissatisfaction as two separate issues. An important step is to redesign work and workflow to build in motivation. The third major theory of motivation is the Hierarchy of Needs Theory created by Abraham Maslow. This theory is probably most widely known outside of the organizational development community. The quick rundown of this theory is that according to Maslow, five levels of needs motivate people: 1. Physical 2. Safety 3. Social 4. Esteem and 5. Self Actualization According to Maslow, as lower level needs are met, those at high levels become more important. If you subscribe to the Hierarchy of Needs Theory, the implication to leaders is that you need to ensure employees lower level needs are satisfied. To create employee engagement you must provide opportunities to meet higher level needs. The fourth major theory of motivation is the Three Needs Theory and was created by David McClelland. The quick rundown of this theory is that according to McClelland, people have three basic needs; achievement, affiliation and power. A sense of achievement is particularly important in the work place. If you subscribe to the Three Needs Theory, the implication to leaders is that you need to ensure you set challenging goals for employees and provide lots of concrete feedback regarding achievement. If you buy into this theory it can be supported with things like leader boards, badging and social feedback. The fifth major theory of motivation is the Goal Setting Theory and was created by George Odiorne. The quick rundown of this theory is that according to Odiorne, people are motivated when they participate in setting challenging goals for themselves, understand their role in achieving those goals, and progress is measurable. I spent 15 years working closely with Dr. Ken Blanchard. He had a saying that I believe rings very true in that all good performance starts with clear goals. If you subscribe to the Goal Setting theory, the implication to leaders is that you need to establish measurable objectives in partnership with employees and link these objectives to bigger company goals. It is also critical for employee engagement to provide regular, ongoing feedback.
The sixth major theory of motivation is the Expectancy Theory and was created by Victor Vroom. The quick rundown of this theory is that according to Vroom, people are motivated when they expect their effort will succeed in creating a particular outcome. And, that outcome is meaningful for the person. If you subscribe to the Expectancy Theory, the implication to leaders is that you need to give employees lots of opportunities to succeed and significantly reward success while clearly identifying the links between rewards and success. Which theory of motivation do you subscribe to? More importantly, which theory of motivation do your employees subscribe to? Remember, when it comes to recognition and engagement, at CSI we think one size fits one.
Management by Objectives
The theory of Management by Objectives or MBO puts forth the premise that employees are more motivated by goals and objectives that they had a hand in setting. Rather than dictating instructions, quotas and goals from above, managers following an MBO philosophy include employees in strategic decision-making whenever possible, especially in decisions that directly affect employees' daily routines. Failing to put this approach into action can cause you to lose some of your brightest and most self-motivated employees. Not all employees truly care to set work-related goals for themselves and function just fine in more autocratic settings. The most innovative and internally driven employees, though, are more likely to leave a job that provides little or no opportunity for strategic input.
Theory X and Theory Y

Theory X and Theory Y represent two opposing ends of the motivation spectrum. Theory X puts forth the premise that employees are inherently averse to work and must constantly be motivated from external sources. Theory Y puts forth the idea that employees can be internally motivated at work, finding fulfillment in striving to obtain goals that use their skills and experience. Neither Theory X nor Theory Y is inherently better than the other. Rather, the appropriate theory depends on the work setting and specific employees you are dealing with. Applying the wrong theory in your workplace can disappoint, confuse and aggravate employees, leading to increased employee turnover. A group of employees that sees self-motivation and autonomous decision-making as important, for example, is not likely to stick around in a work setting that includes strict supervision at all times. Related Reading: How Does Employee Morale Impact Turnover?
Hierarchy of Needs
Abraham Maslow's hierarchy of needs theory places employees' needs into five progressive categories, beginning with basic physical needs and progressing up to needs for personal growth and career development. Maslow claims that employers must meet each level of employees' needs for employees to truly commit themselves to workplace goals. Failing to meet employees needs at any level in the hierarchy can create a lack of fulfillment in employees' professional lives, causing them to eventually try to fulfill these needs on their own, possibly by finding a new employer who provides better opportunities.
Expectancy Theory
The expectancy theory puts forth the premise that employees will put forth an amount of work and commitment equal to what they expect to receive in return. Commission compensation structures leverage this theory by allowing employees to earn as much money as they desire, completely based on their job performance. Making sure that employees always expect future pay raises and potential job promotions can keep them working hard to achieve personal goals. If employees expect little compensation and no growth opportunities in return for their work, they may put forth only minimal effort until they eventually look to a new employer for new opportunities.

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+What is customer satisfaction

Explain and illustrate the kano model

Theories in employee motivation. Discuss and explain each theory.

Theory X and Theory Y

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