Today it is increasingly difficult for organizations to provide quality service without the proper personnel. That is why human resources should be competent so that it can meet needs and desires of the company. It is a quality indicator that involves several factors, which reflects in organizational performance. Therefore, companies must adopt strategies such as marketing to ensure customer satisfaction.
The right focus
Quality starts with the attitude of workers to prevent, resolve problems and improve organizational processes. To succeed in business, you have to focus on quality and customer satisfaction. The quality is related to the satisfaction of the expectations that a customer has about a service. A company can prosper despite the negative environment. It has to take into consideration aspects of marketing and providing quality services.
Setting customer expectations through marketing
Organizations should increase competitive differentiation. It needs to hire competent staff, with willingness and appearance, so that it offers greater confidence to customers. Also, develop an excellent physical environment which provides the service, which somehow differentiates between competitors. Also, the use of images, symbols, impactful brand and other marketing will allow service companies differentiate themselves.
Another way is to “industrialize the service,” this means adding more equipment and standardize the common part of the production and improve the quality of services. The quality is a very subjective term, much more is referred to services. For this reason, its evaluation is done by customer satisfaction. The company should determine whether they need to adjust the customer’s levels of service, needs, and expectations. The key is to increase customer loyalty by coordinating the efforts of both employees and customers and processes of the organization. Marketing will convey to the customers the quality of products and services that the company can provide. This is to keep the promises made. It will allow the company to meet the expectations projected to the customers.
Organizations that get customers perceive a higher quality service. Customers who are happy have higher tendency to remain faithful. Therefore the quality of services is the best way to maintain a long-term relationship. Hence, the marketing services should function properly to set the right expectations. You have to offer the customer what it wants. Satisfaction or dissatisfaction is determined by the impression that this experience after a purchase of a product or providing a service.