Google at T Cons Behav

8/3/2019 Google at T Cons Behav

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CONSUMER SATISFACTION


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INTRODUCTIONCustomer satisfaction, a term frequently used in marketing, is a

measure of how products and services supplied by a company

meet or surpass customer expectation.


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WAYS OF BEST CUSTOMER SERVICES


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Ways of best customer serviceEncourage face to face dealings.

Respond to messages promptly and keep your clients

informed.Be friendly and approachable.

Have a clearly defined customer service policy.

Attention to detail(Also known as The Little Niceties

Anticipate your clients needs and go out of your way tohelp them out.


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Rated Customer Satisfaction on a

Scale from One to Five

1. At a level one, customers are likely to abandon thecompany and even bad-of-mouth.

2. At level two to four, customers are fairly satisfied butstill find it easy to switch when a better offer comesalong.

3. At level five, the customers is very likely torepurchase and even spread good word of mouthabout the company


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BEST CUSTOMER SUPPORT


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Best customer supportAPPLE

GE Black Belts

TOYOTA MOTOR CORPORATION GOOGLE

SOUTHWEST AIRLINES CO


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APPLEApple Inc. previouslyApple Computer, Inc is an

American multinational corporation which isestablished on April 1, 1976 in Cupertino, California,and incorporated January 3, 1977, the company waspreviously named Apple Computer, Inc., for its first 30years, but removed the word "Computer" on January 9,2007, to reflect the company's ongoing expansion intothe consumer electronics market. The company's best-known hardware products include the Macintosh lineof computers, the iPod, the iPhone and the iPad.


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Best customer supportAPPLE Dells' loss, Apples Gain ?

Discussing Apples number one ranking says, Thecompanys focus on product innovation and customer service haswon it a cadre of famously loyal customers, unlike any other PCvendor.

According to a survey of over 4,000 customers, satisfactionwith Apple's phone-based support is slipping, while othercomputer manufacturers like HP are gaining. Apple is still theundisputed leader with 58% of Apple customers saying they were"Very Satisfied" with their experience. Though higher than the

53% rate for HP and 47% for Dell, Apple's satisfaction rating hasdropped 15 points since last year.


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GE

General Electric Company, or GE, is an Americanmultinational conglomerate corporation incorporatedin Schenectady, New York and headquartered inFairfield, Connecticut, United States. The companyoperates through four segments: Energy, TechnologyInfrastructure, Capital Finance and Consumer &Industrial.


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GE Black Belts in Customer

Service

In the major appliances category, with a baselinescore of 81 . Among other things, a company blog is avery good way for organizations to keep in touch withtheir customers, and GE is one of the few corporatethat has its own blogs. Some of them are :

http://www.grcblog.com/http://www.bloggingnext.com/http://www.edisonsdesk.comhttp://www.fromedisonsdesk.com


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GOOGLE

The Google Inc. is an American multinational public corporation

which was first incorporated as an private company on September4,1998 followed by its initial public offering followed on August 19,2004. The company offers online productivity software, such as itsGmail email service, and social networking tools, including Orkut

and, more recently, Google Buzz and Google+. Google's productsextend to the desktop as well, with applications such as the webbrowser Google Chrome, the Picasa photo organization and editingsoftware, and the Google Talk instant messaging.


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GOOGLE Dynamism and

Consistency are Key

The Google experience is a classic example of a company committed

to wowing its customers based on consistent quality and constantinnovation over the years.

Continued to lead the category with a score of 82, a 2.5%improvement from last year. It has introduced new features,including an image search where users can hunt for photographs.The site commands about 30% of all Web searches, according toComScore Networks.


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TOYOTA MOTOR CORPORATION

Toyota Motor corporation, commonly known simplyas Toyota and abbreviated as TMC, is a multinationalautomaker headquartered in Toyota City, Aichi, Japan.

It is the world's largest automobile manufacturer byproduction. Toyota officially lists approximately 70different models sold under its namesake brand,including sedans, coupes, vans, trucks, hybrids, and

crossovers. Many of these models are produced aspassenger sedans, which include Toyota Yaris, Corolla,Camry, Avalon.


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TOYOTA MOTOR CORPORATION - the company

to emulate in the automobile industryWithin the automobiles section, Toyota is the leader

with a baseline score of 79, and a Q2 2006 score of 87.In her article Ready to Roll, s, No wonder ToyotaMotor Corporation is the envy of other manufacturers.The quality and reliability of its vehicles are the goldstandard of the industry. Customer loyalty is so highthat Toyota can make money without offering extreme

discounts.


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SOUTHWEST AIRLINES CO

Southwest Airlines Co. is an American airline based inDallas, Texas. Southwest is the largest airline in the UnitedStates, based on domestic passengers carried, as of June 30,

2010 (2010 -06-30).Southwest operates more than 3,400flights a day, as of March 2011, utilizing a fleet of 552aircraft.


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SOUTHWEST AIRLINES CO.Happy

Employees = Happy Customers

Within the airlines industry, Southwest Airlines had abaseline ASCI score of 78. Innovations such as Ding!, along

with a passion for customer service is what keeps southwestahead of the competition. In Customer Satisfaction and

Willingness to Pay Southwest Airlines recently introducedDING!, a free program that sends audible electronic noticesto a consumers desktop. Todays dinged fares typicallyundercut Southwests published fares.

Also, the company remembers the very basic yet very vital

rule of customer delight: happy employees = happycustomers. While 90% of its employees are unionized,labor relations have been remarkably positive, especially byindustry standards.


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WORST CUSTOMERSATISFACTION


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Worst customer supportAOL

BEST BUY

LASTMINUTE.COM HOME DEPOT

AT&T


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AOLAOL Inc. stylized as "Aol.", and previously known as

America Online) is an American global Internet servicesand media company.AOL is headquartered at 770

Broadway in New York.Founded in 1983 as Control VideoCorporation, it has franchised its services to companies inseveral nations around the world or set up international

versions of its services.AOL is best known for its onlinesoftware suite, also called AOL, that allowed customers to

access the world's largest "walled garden" onlinecommunity and eventually reach out to the Internet as awhole. At its prime, AOL's membership was over 30 millionmembers worldwide, most of whom accessed the AOLservice through the AOL software suite.


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Worst customer supportAOL Playing Dirty, Tricking Customers?

An overwhelming majority of netizens have had badexperiences with AOL especially while closing theiraccounts.

Dan Spencer says, I will never forget when I called tocancel my familys account with AOL after my dad

passed away very suddenly. This was about six monthsafter the death. AOL said because the account was inhis name they needed to talk to him to cancel it.


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BEST BUYBest Buy Co., Inc. is an specialty retailer of consumerelectronics in the United States, accounting for 19% ofthe market. It also operates in Mexico, Canada, China,

Turkey and the United Kingdom. The company'ssubsidiaries include Geek Squad, Cinema Now,Magnolia Audio Video, Pacific Sales, and, in Canadaoperates under both the Best Buy and Future Shop

label. Together these operate more than 1,150 stores inthe United States, Puerto Rico, Canada, China,Mexico, and Turkey


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BEST BUY Worst customer

service?Though it faced serious competition from Wal-Mart,

Best Buy beat its competitors to bag the position forworst customer service in the retail sector. Best Buy

and AOL seem to share that short-term thinking,screw the customer, anti-social mindset.

A whole lot of customers are unhappy with thecompany, mainly because of the customer servicepolicies. When your insistence for selling protectionplans drives away customers, you need to rethink yourpolicies


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LATST MINUTE.COMlastminute.com is an online travel agency and e-tailer. The company which is currently owned by SabreHoldings has its headquarters at 39 Victoria Street,

London. It was founded by Martha Lane Fox and BrentHoberman in 1998 and became an icon of the UKinternet boom of the late 1990s, floating at the peak ofthe dot com bubble and trading on the London Stock

Exchange under the symbol 'LMC'.


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LASTMINUTE.COM Customer

who?In the online service provider category, the winner

undoubtedly is lastminute.com. This company hasbeen featured on watchdog for fraudulent practices,

yet continues to survive and harass customers who arenot aware of its history. A series of phone calls andbroken promises later - last minute finally agreed thatthey had made a mistake by not sending through the

booking - and offered to refund ........ But half of thepurchase money.


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HOME DEPOTThe Home Depot is an American retailer of homeimprovement and construction products and services. TheHome Depot operates 2,248 big-box format stores across

the United States, Canada, Mexico and China, with a 12-store chain. The Home Depot is headquartered at theAtlanta Store Support Center in Cobb County, Georgia, inGreater Atlanta. The Home Depot is the largest homeimprovement retailer in the United States, ahead of rival

Lowe's, and the fourth largest general retailer. The storeoperates out of large warehouse style buildings averaging105,000 ft (9,755 m) with megastores operating in largerfacilities (the company's largest store, located in Union,New Jersey is 225,000 ft).


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HOME DEPOT Who cares about

your home? Not us! Lowes, though having its fair share of disgruntled

customers, is not the topper for bad customer service it is beaten by Home Depot.

This Business Week article elaborates The Universityof Michigans annual American Customer Satisfaction

index shows Home Depot slipped to dead last amongmajor U.S. retailers,


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AT&TAT&T Inc. is an American multinational

telecommunications corporation headquartered inTexas, United States. It is the largest provider of

mobile telephony and fixed telephony in the UnitedStates, and is also a provider of broadband andsubscription television services. As of 2010, AT&T isthe 7th largest company in the United States by total

revenue, as well as the 4th largest non-oil company inthe US. It is the 20th largest mobile telecom operatorin the world with over 96 million mobile customers.


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AT&T

The Next Dinosaur?We dont care. We dont have to. Were the phone

company! With that attitude the company may soonbecome the ex phone company! Weston observes,

Of the six largest cell-phone carriers, AT&T Wirelessgenerated the most complaints overall and the mostcomplaints per subscriber last year, according to FCCrecords obtained by Consumers


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CONCLUSION


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Conclusion Satisfied customer contributes 2.6 times as a

dissatisfied customer.

A Dissatisfied customer decreases 1.8 times of a totallysatisfied customer.

Therefore feedback and suggestions should bemonitored.


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Thanks and regards,Team 7

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