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Your clients’ satisfaction: possible interpretations?

Your clients’ satisfaction: possible interpretations?

In the current context, the CRM strategy is mainly focusing on the exchanges between clients and company. This transforms the relation in the central object of analysis and the key element of fidelity. Satisfaction no longer concerns only the company’s products, but it extends over relationship elements, such as trust and commitment. In this context, companies must seek to cultivate an interactive, continuous, individualized, long-term relationship.

 The clients’ level of satisfaction does not have a linear character

The relation between consumer satisfaction and loyalty is not automatic. It is undergoing multiple variations present in the analysis of consumer behavior. Thus, in practice, there are often cases when disloyal consumers are stating that they are satisfied by their provider and, to the opposite end of the spectrum, there are cases when loyal customers declare a low level of satisfaction. These situations must be monitored and caught early on, during their incipient stages, in order to find out the motivations behind them, to observe their evolution and to control client attrition.

 Monitoring client satisfaction is obligatory

The label “by Ellipse Marketing” guarantees that a satisfaction research will transform itself in the best instrument for the periodic investigation of your clients’ opinions, for adapting retention policies and to differentiate, within your target audience, between cases of attitudinal fidelity and behavioral fidelity.

Moreover, a satisfaction survey will allow you to follow your company’s evolution within the satisfaction-importance matrix (see the image below), fact which will provide essential information concerning the direction of your commercial strategy.

Conduct an efficient retention strategy 

Key Stories

 

Monitoring client satisfaction and post-sale services

Key elements of an Ellipse Marketing market research focused on client loyalty strategy... read more...


 
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Your clients’ satisfaction: possible interpretations?

Your clients’ satisfaction: possible interpretations?

In the current context, the CRM strategy is mainly focusing on the exchanges between clients and company...

read more...

Market research architecture

Market research architecture

In the field of market research, the entire process must be built on two fundamental questions: What’s happening (descriptive research)? Why are those things happening (exploratory research)?

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