Customer Satisfaction And Employee Loyalty - 1787 Words

Company Value Businesses all over the world want to make a profit, increase sales, improve customer satisfaction, and employee loyalty, but the difficult task in achieving these goals is knowing the exact balance in order to reach their true potential. Generally speaking, a business will either succeed or fail based on these three internal variables: their products, their set prices, and the atmosphere or tone which is set once the customer enters the store. It is understood that if a business owner sets their prices too high, their customers will think they are over-priced and will not consider their products; however, if they undervalue their products, the customers will be under the impression that the product is cheap and will also avoid the item under accusation. Products and their prices tend to work hand-in-hand; however, beyond these two variables, there is also an other variable we tend to overlook as it is an experience that fully surrounds us; this is called atmospherics. It describes t he music, whether it’s in the background or foreground, the styles of materials and products sold, the scents the customer smells as they enter the department, and even the mood that the sales associate is in as they assist customers. These factors all define the atmosphere of the business and will either encourage shoppers to return or take their business somewhere else. In the article, â€Å"Atmospherics as a Marketing Tool† written by Philip Kotler, he explains that there are twoShow MoreRelatedCustomer Satisfaction Surveys And The Effects Employees Have On Customer Loyalty1181 Words   |  5 PagesCustomer Satisfaction Surveys and The Effects Employees Have on Customer Loyalty Felicia Alvarez University of Incarnate Word Department of Business Administration, University of Incarnate Word, 4036 Mystic Sunrise Dr., San Antonio, TX., 78244 Fela_alva@yahoo.com Abstract This paper explores the effects that employees have on customer satisfaction surveys and how this could potentially make or break customer loyalty to a business. Ha and Park (2013) suggest that attractivness affects customerRead MoreMarriott Hotels And The Service Profit Chain1422 Words   |  6 Pagesservice profit chain. The service profit chain identifies the relationship between productivity, employee satisfaction, loyalty, customer loyalty and profitability. (Heskett, Jones, Loveman, Schlesinger, Sasser, 2008). Marriott Hotels is an excellent example of a brand that effectively uses the service profit chain to maximize their organizations brand value, retain loyal customers, increase employee engagement and increase their profit. Marriott Hotels use a combination of strategies to furtherRead MoreWhen Companies Put Employees and Customers First860 Words   |  4 PagesSERVICE-PROFIT CHAIN TO WORK â€Å"When companies put employees and customers first, their employees are satisfied, their customers are loyal, their profits increase, and their continued success is sustained.† Harvard Business Review, March-April 1994. There is growing number of companies that includes Banc One, Intuit Corporation, Southwest Airlines, ServiceMaster, USAA, Taco Bell, and MCI know that when they make employees and customers paramount, a radical shift occurs in the way they manage and measureRead MoreHow Your Staff And Clients Can Benefit And Obtain Value From The Use Of Technology1426 Words   |  6 Pagesthat 86 percent of buyers who have had a great customer experience will pay more or come back which is an important factor in maintaining business growth. The importance of a business having great customer satisfaction is crucial for your business to grow, as it promotes customer loyalty- what you lack. As you know, customer loyalty is extremely important in making sure your business flourish. Therefore investing time and energy in promoting customer energy is important. Even though you have a smallRead MoreJob Satisfaction At The Company1222 Words   |  5 PagesAttitudes and job satisfaction can have a major imp act on whether or not one will have a smooth or bumpy working experience at their company. Attitudes come up everywhere, they are either â€Å"favorable or unfavorable† (Robbins and Judge, Page 35). There are many different types of components regarding attitudes which are cognitive, affective and behavioral. Cognitive is and evaluation of how the situation or person is, affective is the feeling toward the situation or person and behavioral is the actionRead MoreDoes High Job Satisfaction Increase Performance?811 Words   |  3 Pages Job satisfaction is a variable and arguable matter of which it has been given a number of definitions by different author’s world -wide. Locke (1976, p.1304) describes job satisfaction as a pleasurable or positive emotional state resulting from the apprajsa1o f ones job or job experiences. In other words reaching or achieving job satisfaction has a great deal to do with employees having a positive attitude towards their specific roles wi thin the work place i.e. one employee may feel satisfactionRead MoreThe Role of Perceived Organizational Support and Supportive Human Resource Practices on Hourly (Non-Exempt) Retail Hr Employee Satisfaction and Loyalty.1348 Words   |  6 PagesSupportive Human Resource Practices of hourly (non-exempt) retail HR employees may be related to low employee satisfaction and loyalty. The inferences of this study for HR practice leaders and their organizations are significant because a lack of perceived organizational support, may lead to poor employee satisfaction and loyalty, thereby adding costly affects of negative employee morale and turnover. Employee turnover represents a practical problem to an organization in terms of loss of talent and additionalRead MoreEmployee Satisfaction : The Level Of Fulfillment Of One s Needs849 Words   |  4 Pages Morse (1997) â€Å"Satisfaction refers to the level of fulfillment of one’s needs, wants and desire. Satisfaction depends on what an individual wants from the world, and what he gets.† Employee satisfaction is a measure of how happy workers are with their job and working environment. It is undeniable that there are many different factors affecting organizational effectiveness, and one of them is employee satisfaction. Also, it is said that a satisfied employee is a productive employee, so every companyRead MoreCustomer Satisfaction : A Business1739 Words   |  7 Pagesfunded it is necessary to have a better business image and reputation that customers are starting to trust and look for more services that a company can offer. There is significant interest in custom er satisfaction because it is vital to a company, it is a measure of how products and services supplied by a company meet or surpass customer’s expectations. As the business competition has grown enormously the need for loyal customers is imperative to a company; the main question is how to maintain a positiveRead MoreData Analysis And Interpretation Of The Marketing Strategies Essay793 Words   |  4 Pagesdata collected for the study. Opinions of both customers as well as the employees and insurance agents of the fiveinsurance companies are taken for the study. This chapter brings out the criteria for selection of sample respondents and framework of statistical analysis of the marketing strategies in the selected firms in nine sections as follows: PART I-customer perspective In this section data collected from the customers is analyzed from the customer perspective. Effectiveness of marketing strategies