Customer Satisfaction

Why Does Nobody Care About Customer Satisfaction?

Hello friends, this is it, my tenth and final required blog post of the semester! There are less than two weeks left until the Fall 2015 semester is history and I will be on winter break relaxing with my friends and family. I am fifteen views away from my semester goal. ONLY FIFTEEN VIEWS!! That is practically nothing. Please help me with one final push to get the necessary amount of views! SHARE MY LINK: www.deanfromsiena.wordpress.com. I would also like to again thank Professor Scardillo for being innovative and pushing his students, for not only participating in this assignment, but really helping us excel with our writing and spreading our individual messages in our blogs. I have had so much fun with this assignment that I will continue to grow my blog and spread my ideas so that we can all learn together.

One of the reasons that I have really enjoyed this assignment is because of the praise and the compliments I have received from a lot of my readers. It is my job, as the writer of this weekly blog, to create not necessarily customer satisfaction, but reader satisfaction. I have really tried to write about both interesting and intriguing topics so that I could attract new readers and maintain repeat readers. Without readers, this blog would really lack a true meaning. Because of this, I would even try to engage with my readers to gain insights on topics they would be interested in or include some of my readers so that they could feel a sense of pride as they read along. I’m not trying to brag, but it would be really nice if businesses had a fraction of the customer satisfaction that I have displayed with my blog.

Customer satisfaction is such an underrated and underfunded form of marketing that, unfortunately, not enough businesses honor. Customer satisfaction can be defined as the measure of which a company’s products or services meet or surpass customer expectations. There is one easy saying that summarizes customer satisfaction, “the customer is always right”. It is essential to an organization’s survival that they have the ability to encourage repeat purchases of their product or service over their competitors. I just feels that companies do not honor or truly care about their customers today. There are always going to be those marketing “slime-balls” that will try to show the public that they sincerely care about their customers. These messages are made to be believable, but they are derived from ill intentions and frankly are not sincere.

Companies have to understand that customer satisfaction is a form of marketing. Marketing, typically, tends to cost money and sometimes a lot of money. However, customer satisfaction is worth every penny, since the cost to retain customers is about 80% cheaper than the cost of trying to gain new customers. Often times, it takes a small effort on the side of the firm to solidify a long-term relationship with their customers. For example, I was at a local Sprint store this past weekend and honestly, had one of the worst experiences. The service workers were rude, pushy, and did not care about my needs. This experience really diminished their chances that I will ever return to that Sprint store in the future. Not to mention, that I will tell others how my experience went (as I am in this blog). It is known that people are ten times more likely to tell people negative information than positive information. Word-of-mouth communication is already such a powerful tool. If the Sprint workers, provided a little bit of effort, I would feel completely satisfied, maybe have purchased more accessories, and ultimately would have come back. It is a shame that as consumers, we are shocked and relieved when we receive genuine customer satisfaction.

That concludes my last blog! I would like to thank all my readers for taking the time out of their busy lives to read my multiple blog posts. Please stay tuned as I may make special additional blog posts. Also, do not be surprised if you see me start my own customer satisfaction consulting firm in the future!

Best,

Dean Maloney from Siena College

World’s Largest Garage Sale

Hello all, I am very happy to be back on my blog to keep sharing my experiences with you all. I am now up to 55 views and growing everyday! This is very good news as my goal is to reach 1,000 viewers by December! At this rate it actually seems attainable. Don’t forget to share my link with your friends and family: www.deanfromsiena.wordpress.com.

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This past weekend I attended the annual World’s Largest Garage Sale in Warrensburg, New York. What an event it was! Warrensburg is a relatively small town, located just north of Lake George in Warren County. Although, the town is geographically and physically small, this event is considered the large highlight of their year. There are hundreds of vendors that will set up tents along Main Street with their quality merchandise hopeful that they will be rewarded with high sales revenue. This event lasts from Friday afternoon to Sunday evening resulting in a weekend of fun, advertising, sales, and more sales! So what does this have to do with Professor Scardillo’s Advertising class? Quite simple, with the already large number of options for consumers, one must make their products appeal and different from their competition. The main way to do this is segmenting their market correctly.

Before a vendor even decides to engage with Warrensburg’s World Largest Garage Sale, they should understand the descriptive characteristics of the population of Warrensburg. The reason for using descriptive characteristics are that they are easy to understand and easy to measure. Demographics are widely known as descriptive characteristics. I know you all understand what demographics are because I have smart readers, but incase you forget in your busy lives, demographics are measurable characteristics of a consumer that can help advertisers group them into smaller segments (i.e. age, gender, income, and education level). According to Nielsen, the people are Warrensburg are 98% Caucasian, over 50 years old, evenly split between male and females, and earn an average of $50,000/yr. So as a vendor, you should not be selling Michael Kors suits because this is out of the reach for the target market. This means you must provide a product selection that would meet the needs and desires of your target market. This was reflectively shown through the actual product selection available. I noticed a lot of more products that were associated with the woods, beer, hunting, sports, and other rustic goods.

Products

This picture captured above is a small sample that shows that one must understand their market segment in order to ultimately increase their number of sales. As you can see if the picture above, this is a table full of products that are made of out wood and would be associated with a cabin in the woods. There was not a lot of materialistic things like you would find in Crossgates Mall in Albany, New York.

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Overall, I was very surprised by the turnout of the World’s Largest Garage Sale. I would estimate that approximately ten thousand people ranging from Canada, Vermont, and Southern New York State. It was quite the experience to see the amount of business that was brought to the town of Warrensburg. The energy of the town was also electric. You had satisfied adults, with high-energy kids, and satisfied vendors that are sitting back and counting their money as I write to you all. I had a great time and personally caught some great deals and got some cool things! I am anxious for it’s return next year! See you all next week!

Sincerely,

Dean Maloney From Siena College