A view on cumulative satisfaction

A view on cumulative satisfaction Whether in doing business or as an end user of a product or service we tend to realise the importance of value for money. Consumers look for products or services of good quality for the price that they are willing to pay. This pursuit of value is the basis of their perceived satisfaction. Customer satisfaction plays a vital role in deciding value. The overall purpose of this article is to identify the importance of customer satisfaction for organizations and most essentially when and why cumulative satisfaction is important for businesses today. It is vital to make sure that the customers are happy and to view customer satisfaction as a main key to organisational success. Quality of a product or service is a means to an end. Customers perception of a products quality is part of a customers assessment of value and satisfaction. What is Customer Satisfaction? In todays competitive business environment, Organisations thrive to become the market leaders in their respective fields to gain profits. Customer satisfaction is seen as the key to any companys competitive advantage and profitability. It is the overall customer attitude towards a product or a service provider, or the reaction to the difference between what the consumer expects and what they receive, in order to fulfil a need or desire. Customer satisfaction is a highly personal assessment that is affected by customer expectations and is also based on the customers experience with a service or a product, idea, personnel. Imagine going to a reputable shopping venue in Sri Lanka such as Odel, where the atmosphere is excellent for shopping. Renowned for quality products ranging from clothes to jewellery and also provides various facilities such as handy ATMs, telecommunication, cafes where customers can sit and relax after shopping, the play area for children with adult supervision, and the efficient staff who are willing to help all their customers with a smile. In such a place, the overall experience that a consumer gains is what creates value for customers. This value creation adds to the overall satisfaction of the customer. The atmosphere at Odel and the quality products along with the services would affect the customer satisfaction. Customer satisfaction and its effect on Organizational profitability Businesses focus on Customer satisfaction mainly to increase their customer loyalty; this generates repeat purchases, thereby increasing their revenue, and importantly helps them to survive among the intense competition. Exemplary organisations focus on how to give their customers a positive experience in order to gain their trust and loyalty because the purchasing behaviour of loyal customers creates higher organisational revenue and reduces the cost of doing business. Satisfied customers will often refer the business to their family and friends which will create positive word of mouth, attract new customers and minimise the costs of advertising. When customers are highly satisfied they are less likely to switch to other service providers. For example a loyal customer of HSBC who is been given recognition for being a HSBC card holder for a long period will be treated exceptionally by the bank, providing him with premium rates, special bonus packages, and therefore this satisfied customer will not want to switch to another bank. Although attracting new customers is important it also can be costly, but serving current customers who are well satisfied with the business and its service can be rather cost efficient. Moreover, highly satisfied customers are less price-conscious because they are brand loyal and will pay a premium price for a product or service. Therefore having satisfied loyal customers will most certainly have a direct impact on profit. This is why successful businesses focus on customer satisfaction. Change in the perception of customer satisfaction through time There was a time when customers were less demanding and less vocal if they were less satisfied with a product or service. This is not that time. In the modern business context customers are becoming more demanding and less tolerant and with a combined increase in expectations, they are ever more concerned with their satisfaction and look for recognition and respect from these service providers. Customers have more power and therefore demand much more than just the product or service. Today, customers are looking for that extra value added full package as opposed to just the product or service. It is the basis of their customer satisfaction. So when is customer satisfaction most important for businesses? The answer is now. It has never been more vital. Cumulative satisfaction and its impact on business Overall satisfaction is not based on a single experience, but rather a chain of positive experiences bringing about a cumulative sense of satisfaction. The perceived value at the pre-purchase stage is short lived, however it sometimes transforms into satisfaction in the post-purchase stage. This post-purchase satisfaction results in repurchases and leads to greater trust and customer loyalty which is a result of cumulative customer satisfaction. A product has five key components such as goods, services, experiences, ideas, and people. Quality should be embedded in all of these components which ultimately creates value, when what is been received is evaluated against what is been offered leading to transactional satisfaction or results of one off exchanges. If a consumer is satisfied with a particular experience, that will eventually lead to cumulative satisfaction where the consumer engages in multiple experiences. Cumulative satisfaction is a psychological state, which leads to a deep sense of trust towards the product or service. This trust will be embedded in the customers mind and therefore will not think twice about purchasing the product or service. For instance, when a customer goes into a groceries super market such as Cargills food city, they reach first for the reputed brands in which they lay their trust. For instance if a customer has been using Colgate toothpaste for the past five years and trusts the brand through experience, thereby he will undeniably select and purchase that particular brand among many other toothpaste brands. This unconscious loyalty stems from countless positive experiences associated with the particular brand. This is what most businesses are looking for. Cumulative satisfaction; as the basis of customer relations In an increasingly impersonal world, customers look for personalized service. Since customer satisfaction varies depending on the individual, it is essential that businesses tailor their services for the customers subjective needs. This is where building customer relationships begin. Since cumulative customer satisfaction leads to loyalty and trust, it is plausible to state that customer relations stems from customer satisfaction. Giving a one-on-one service will enhance the customer experience providing greater cumulative satisfaction. Customers therefore will revisit the business and thus strengthen the relationship between the customer and business. For instance consider salon, Ramani. It is a reputed and leading salon in Colombo. They pay attention to detail, whiles giving an additional touch to the whole salon experience by providing not only a tranquil environment but also a calming beverage. Most importantly, they give a tailored service to each customer. Therefore a relationship is built between the customer and their stylist. This is further strengthened through regular visits and revisits. It is clear that customer relations are rooted by cumulative satisfaction. Due to years of experience and satisfaction, a relationship is built between the customer and her stylist. Furthermore, it should be noted that any decision made to remain loyal to the product or service or move to a competitor is based on prior experience and is positively correlated with the duration of the relationship throughout which the customer has been satisfied. Therefore businesses should consider the longer the relationship between the customer and service provider, the less probability of losing that customer to a rival business. Ways that businesses can improve customer relations In order to improve the cumulative satisfaction levels of customers, service providers should continue to aim at delivering good quality services and products in order to improve the total product value and to build profitable relationships based on cumulative satisfaction. Keeping the consumer happy should be their main goal, to retain the customers loyal and satisfied, businesses should delight their customers and give due recognition to their loyalty, for instance profitable customers should be given special treatment such as special bonuses, loyalty cards, special discounts. Some service providers go to the extent of keeping track of their customers birthdays and send cards for these special occasions, this is in order to maintain a healthy relationship with their customer base. The famous Ritz-Carlton hotel keeps a record of all their guests favourite snack, chocolate, which is entered into a computerized tracking system so that when the guest returns to any of their worldwide hotels these items, will be offered to the guest to make them feel special. Creating cumulative satisfaction does not always have to be done in a huge scale but making the customers feel special while providing value for their money is what should be done, giving customised products and service, having good and efficient employees to fulfil every customers needs, anticipate their needs before the competitors take action, asking customers about their needs, getting feedback in order to avoid any defects.. As small and medium organisations, you should keep in mind how cumulative satisfaction can lead to Organisational success and profitability. It is of paramount importance to build and maintain relationships with your consumers that will eventually lead to customer loyalty and trust.

The Island of Aruba :: Free Descriptive Essay About A Place

The Island of Aruba From Aruba’s discovery at the end of the thirteenth century to present-day, its history is filled with change. Its changing possession and the three economic booms that it experienced form the outline of thousands of years. The changes the island has gone through are truly remarkable, and it is unbelievable that the island that now seems to be saturated with tourism was once a desolate landscape with little agricultural promise and economic hope. Unfortunately Aruba’s history is lacking documentation, but it is undisputable that even before the island was claimed, there were inhabitants on the island that would soon be considered the first chapter of Aruba’s history. There is no written historical documentation that states who discovered Aruba, but it is believed that a Spaniard named Alonso de Ojeda was the first European explorer to land on the island in 1499. He initially thought that he had found an â€Å"island of giants† because the remains that he discovered seemed to be larger than that of an average European. It can be speculated that the name Aruba is derived from a Spanish phrase â€Å"oro huba† or in English â€Å"there was Gold†. The Spanish, however, thought that the land was â€Å"valueless† because they did not discover any underground geological worth. It seems strange, though, if the name came from this Spanish phrase that they would have counted it among the â€Å"valueless islands.† There are two other suppositions that seem more plausible. The Carib language of the Antilles, which was passed on by the missionaries, the French Dominicans Breton, Labat, Du Tertre, supports the derivations ora (shell) and oubao (island), which would together mean â€Å"shell-island†. Some people have also suggested the name comes from words meaning companion or guide. There is no way to be sure, and any attempt to uncover its true derivations would be guesswork. It is not known when the first human beings set foot ashore, but considering that natural resources were poor, it is likely that the island acted as nothing more than a halting-place for a succession of tribes and clans. Long before the Spanish claimed the land, maybe even as long as 4,000 years ago, it is believed that the Caquetio Indians of the Arawak tribe came to the Aruba to seek out a safer place to inhabit. They had previously lived on the Paraguana peninsula in Venezuela but were forced to leave because of continuous threats by the Carib Indians.

Compare and contrasts of ‘The Soldier’ by Rupert Brooke and ‘Dulce et Decorum est’ Wilfred Owen Essay

Wilfred Owen and Rupert Brooke both share the similar themes within their poems, which are war and death. Although there is unconformity within their views due to their backgrounds and experiences. Brooke was very idealistic, which makes sense when he never actually got to fight in the war as he died shortly before where as Owen went through the genuine experience. Two poems that highlight these two contrasts are ‘The Solider’ and ‘Dulce et Decorum est’. In ‘The Solider’, Rupert Brooke illustrates how a soldier is reflecting on the possible death going away to war may bring. Although from his opinion his death if so was to happen shouldn’t be mourned and his death will be a tribute to his England. When compared to Wilfred Owen’s ‘Dulce et Decorum est’ the views are far from similar. Brooke states dying for your country is honourable where as Owen interprets dying for your country is not all glory and honour and more pain and suffering. Both poets desire different forms to present their poems. ‘The Solider’ is a sonnet which suits Brookes type of poems as he romantises the theme of war ‘The Solider’ is very much as well a love poem to his idealized England. Where as Owen opts for the more simple 8. 8. 11, Owen doesn’t seem to have a solid form as Brookes does. They both share the rhyming pattern of ABABCDCD which allow their poems to flow and create rhythm. The structure ‘Dulce et Decorum est’ can be broken down into three parts, an outsiders description and recollection of events featuring soldiers withdrawing from the frontline, a man within the battle himself, and a addressing to the reader of confrontation to those who share the idealistic view of war. Owens poem creates a build up towards his main point in which he finishes off with ‘The Old lie; Dulce et Decorum est Pro Patria mori’. From Owens experiences ‘Dulce et Decorum est’ acts as a warning and a hit of realism to those who are at home. ‘The Solider’ is a much more relaxed peaceful sonnet. Brookes use of natural imagery creates a more calm aspect of war. ‘Dulce et Decorum est’ features intense imagery as the key of Owens poem is to get across a point of the horrendousness of war. Within ‘The Solider’ Brooke recalls the memoirs of a fallen solider whom declares his patiotism to England by declaring that his death shall be the eternal ownership of England, of a small portion of land he has died upon, Brooke doesn’t have a main structure to his poem as his point is connoted though out the whole of the sonnet. This sonnet canbe split into two stanzas, the first stanza refers to the physical part of the solider and the second a more psychological point of view. Within the physical part the words used refer to things that can physically be touch ‘bore’ ‘shaped’ ‘made’ in the second is more things you cant touch ‘mind ‘thoughts ’ ‘sounds’ ‘dreams’. Both poets use different types of language to get across their ideas. ‘Dulce et Decorum est’ uses harsh and meaningful language. His uses of metaphors creates deeper impact and imagery ‘blood shod’. Owens opening stanza has caracterism of the language about ‘fatigue’, they ‘limped on’, ‘marched asleep’ this connotes pitiful language which intends to reveal the reality of war. Alliteration is used to reflect the agonising of the gas victim ‘And watch the white eyes writhing in his face’. Owen features a shift of register which grabs the readers attention ‘Gas! Gas! Quick, boys!’ this change of register adds more realism and switches the point of view to a soliders. Rupert Brooke uses personification to the word ‘England’, ‘gives somewhere back the thoughts by England given’. Brooke uses pure language within his sonnet such as ‘gentleness’ ‘heaven’ love’ ‘blest’.

Aztecs and Native Americans essays

Aztecs and Native Americans essays Two of the biggest and greatest civilization in the Americas were the Aztecs and Incas. These two civilization were both said to be conquered by the Spanish, but it wasnt just the Spanish who conquered them. These two civilizations both fell from a combination of a weak government, lack of technology, new disease introduced by the invaders, and not being prepared for the For many centuries the Aztec civilization revolved around a ideological, social, and political system in which expansion was the cornerstone. Expansion was the cornerstone of their whole civilization, because their religion requested that a large number of human sacrifices where to be made to the gods. To get the sacrifices the Aztec went to war with other tribes in Mexico to get these human sacrifices (Conrad conquest more sacrifices and more land was added to the Aztec kingdom. The Aztec were a strong civilization who were familiar with organized large scale war, had specialized war chiefs, and a well organized system of territorial levy in which large armies could be amassed in a short time (Age of Reconnaissance 124-125). They may have been well organized for war, but they were not prepared for internal changes in there civilization. When expansion was no longer an option there system crumbled. Without expansion they could no longer give human sacrifices in the same amount in which they use too. Upon the arrival of the Spanish the Aztec government was falling apart, and "Moctezuma II programs of internal military consolidation and administrative and social stabilization had failed" (Conrad s first met the Spanish they were amazed by them. The Spanish used the Aztecs own legends to take advantage of them and gain the upper hand. Other disadvantages that the Aztecs had was the need to take prisoner to sacrifice, they were not untied with...

Thomas Mathus Principles of Population Essays

Thomas Mathus Principles of Population Essays Thomas Mathus Principles of Population Essay Thomas Mathus Principles of Population Essay Thomas Malthus Principles of Population Today, there is both agreement and disagreement of Thomas Malthus’ essay on the principles of population. Malthus stated that population grows exponentially or at â€Å"geometric rate† and food production grows at arithmetic rate, or linearly. Geometric rate grows in a series of numbers (2,4,8,16,32†¦etc. ), which shows that children will grow up and each have their own children, and those children will have their own children. Eventually the base numbers of children will be so high that the population will grow rapidly, out pacing food production. Food production grows arithmetically in a series of number (2,3,4,5,6†¦etc. ) Today, some geographers believe that Malthus’ theory can be used to predict future population issues. The demographic transistion theory gives some explaination behind each side of malthus’ theory. The demographic transition theoy is shown through different stages of growth. Stage 1,low growth (high birth and high death rates),stage 2,high growth (high birth and low death rates), stage 3,moderate growth(low birth and low death rates), and stage 4, low growth(low birth and steady death). Countries that are in stages 2 and 3 are growing rapidly, without a fast food production. For example, in lesser developed countries such as Nigeria the population is growing rapidly, and out pacing the production of food. Also, with today’s medical technology, people are also living longer. The longer someone lives, the more food they need to stay alive. Some geographers are against Thomas Malthus’ theory on the principles of population. Although people are living longer, with a growing population also comes advancement in food technologies. Thomas Malthus did not take the advancements in the food technology into account when he proposed this theory. New food production advancements include technologies such as chemical fertilization, so more food is able to be produced. In countries that are in stage 3 and 4 of the demographic transition theory, such as the United States, there is a slow population growth. Additionally, there are many new technologies in food production and an abundant supply of food offered to United States citizens. This is an example of a place where the food production can keep up with the population growth.

Types of Marketing Strategies and Elements of a Successful Marketing Term Paper

Types of Marketing Strategies and Elements of a Successful Marketing Strategy - Term Paper Example One should remember that marketing is not like mathematics, in which there are set formulae to derive results. However, goals are met on the basis of past experiences, and some trial and error. Marketing strategies are based on the principles of psychology and sociology and believes in one core value that customers come first; therefore, one needs to satisfy their needs. TYPES OF MARKETING STRATEGIES Marketing strategies are divided on the basis of the status of the organization in the market, its stage in the life cycle and also on the basis of different levels in the company. Strategies based on Market Dominance Market Leader Strategies Market leader focuses on expanding total market, defending market share or expanding market share. Total market can be expanded either by attracting new users, creating more usage or new usage. Market share can be defended through â€Å"position defense, flanking defense, pre-emptive defense, counter-offensive defence, mobile defence, market broade ning, and market diversification and contraction defense† (Smith, n.d). Market Challenger Strategies A challenger can attack the leader by making â€Å"a frontal, flank, encirclement, and bypass or guerrilla attack† (Smith, n.d). Other strategies available to a market challenges include â€Å"offering price discounts, offering goods at low cost, introducing prestige goods, doing product proliferation, bringing innovation in the product, improving services, bringing innovation in the distribution, reducing manufacturing cost or doing intensive advertising† (Ranchhod, Tinson, & Gauzente, Marketing Strategies, 2004, p. 182). Market Follower Strategies Market follower can either become a counterfeiter, cloner, Imitator, or adapter. Market Niche Strategies Market niche follows â€Å"market differentiation strategy† (McDonald, 1995, p. 50). Porter’s Generic Strategies Porter generalised marketing strategies in three broad types that companies can choose f rom in order to get a competitive advantage. These are â€Å"market segmentation, market differentiation and cost leadership† (Bradley, 2005, p. 152).  

Emergency Response Plan MOD 1 SLP Essay Example | Topics and Well Written Essays - 500 words

Emergency Response Plan MOD 1 SLP - Essay Example All these are hot sports for fires and disasters and hence mitigation plans to prevent such disasters as well as plan on emergency response in case the fire disaster happens should be in the plan. California as a whole including this county is a very hot area and hence fires are likely to happen and when they do they are likely to spread faster and wider in a short period of time (White, T., Ariaratnam and Michael, 2012). Riverside County has been reported to have several hundred earthquakes and earth tremors this year alone. This therefore means that the area is liable to earthquake disasters of larger magnitude and the emergency response team should be prepared on ways to handle it. Earthquake is a natural disaster and hence there are no mitigation efforts and preparations that can be made. The only way to tackle such a disaster is to wait for it to occur so that rescue efforts can be put in place. Even though the area has never experienced an earthquake of higher magnitude to crippling and alarming levels according to richer scale, this does not mean that it should be ruled out as a disaster possibility. California is generally an area prone to earthquakes and even if the earthquake will not happen with the Riverside County, the effects of a huge earthquake can be passed to this county and hence strong response is necessary (Geschwind, 2001). Terrorism is a man-made emergency and disaster that is likely to happen in Riverside County similarly to any other place in the US what with the terrorism threats and activities already taking place in other locations in the country. This county is likely to be a target because of several reasons first being the fact that it has a military base known as March Air Reserve Base. The military has been an enemy of terrorists and hence are likely to attack the county as a way of retaliation. There is also an international airport where they can arrive from which is the Palm Springs International Airport.