Answer to Question #275082 in Management for Nicky

Question

As a manager, how would you deal with the possibility that customer satisfaction does not always lead to customer retention?

Answer 1

Customer satisfaction does not necessarily lead to customer retention, simply because customers are already dissatisfied with the items or services they have gotten, and because in this generation, numerous competitors have emerged. Because of what we call "curiosity," customers may think it more appropriate not to use or request a specific brand's or company's product or services, preferring instead to patronize the product or service of a competitor.

Customer retention relies heavily on customer loyalty. But, as a company, how will they be able to maintain their clients' loyalty? It is the manager's job to persuade his or her subordinates to improve more; it is the manager's job to deter his or her subordinates from being satisfied. Businesses nowadays should not be satisfied with what they have; instead, they must look forward, find methods to improve their products and services, and innovate their offerings in order to keep their customers. Also, for some businesses out there who want to keep their customers, it is appropriate not to give or allow customers to have bad experiences with the products or services they receive, regardless of how great or long you have served them with your high-quality products or services, it is very easy to remember the bad things that happened rather than the good things that happened, which may lead to dissatisfaction.

Aside from that, businesses should consider what customers desire because customers know what they want, and reacting to their requests may result in client retention. And, given that we live in a technologically advanced day, it's a brilliant idea to use the internet to provide additional information about the company, the products it sells, the services it provides, the deals it offers, and so on. Allowing the above considerations could result in individuals patronizing the business, and even better, they will stick with the business.