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Customer Satisfaction Essay

1587 words - 7 pages

Customer satisfaction

Customer satisfaction is one of the most essential elements of customer retention, customer loyalty, and product repurchase. The art and science of customer satisfaction involves strategically focusing on creating and reinforcing pleasurable experiences.

To maximize customers satisfaction about Fadzill Construction Sdn. Bhd works, they practice built and sell method which after the construction is finished with all ready documentation, they will open for sell. So the customer won’t feel disappointment as they will buy the house after they take a closer looked at the house. Otherwise, If they used sell and build method their customers might expecting the house ...view middle of the document...

Besides, he also appointed to receive Special Award which is Local IKON in construction sector in year 2008. This shows that Fadzill Construction Sdn. Bhd really serious in providing a best services to the client while handling proper system and operations.
7. Evaluation and corrective actions

The evaluation or making corrective actions are important to be prepared in order to improve any weaknesses in management, organization and so on. Gathering information, decision making, optionsto be decide whether that can give good or bad impact after decision made. Besides, benchmarking and a checklistarerequired to ensure the proper executions and implementation. Benchmarking can be defined as a standard or point of reference in measuring or judging the current value or success of the company in order to determine the future business plans (Encyclopedia Entrepreneur, 2014). As benchmarking is a platform to higher up the organization’s performance to the highest standards level. In benchmarking process for marketing might measure return on advertising, or it might look at metrics for brand recognition. These are two separate examples that would require two different benchmarking procedures. To properly benchmark, compare something that in the same levels such as comparing apple with apple as a simple word.
According to Murcko (2014); interpret that internal benchmarking is the process by which a company or corporation looks within the realm of its own business to try and determine the best methods for conducting business. This involves of similar activities in different location. This process is closely associated with the concept of finding best practices, which means that the company is conducting its operations in a way which maximizes the results of its workers’ efforts. Doing this through internal benchmarking is an efficient endeavor since a business has unique access to its own information to determine best practices. It might be useful at times though to look outside the business for benchmarking to avoid any overlooked cases.
As for the corrective action, the owner of the business should monitor the marketing activities and evaluate the business performance according to the targets of the business plan. The small business entrepreneur must conduct regular meetings with employees as well as coaching and mentoring them to the right directions of the enterprise. Thus, planning of corrective action or set new targets must be analyzed throughout the meeting. The small business entrepreneur must encourage all related job scope people to propose ways to improve marketing performance and at the same time to overcome all the obstacles. Moreover, seeking and analyzing customer reaction to all aspects of the marketing mix, using culturally appropriate processes, to improve targeting and outcomes. The example of the marketing mix such as level of service, pricing of the product and promotion made by that business. The ongoing research of customer...

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