Customer Satisfaction

Customer Satisfaction

Introduction

One of the main objectives of every business is to maintain and achieve customer satisfaction. Customer satisfaction plays an important role in the success of a business since it is one of the main factors on which business's success is dependent. Customer satisfaction refers to the degree of happiness and satisfaction that a customer gets from the consumption of a good or service. The reason why businesses tend to make customer satisfaction as their integral objective is because customer satisfaction leads to brand loyalty.

Brand loyalty refers to the customers who tend to stick to one brand due to their satisfaction from the brand (Grigoroudis & Siskos, 2010). It also plays an important role in creating brands image. L.L.Bean being a in the clothing and footwear industry aims to value customer satisfaction, as they believe that doing so would help them gain an advantage over their competitors.

Discussion

As L.L.Bean received first place awards for their excellence in customer satisfaction, so it is quite certain to say that they deeply incorporate customer satisfaction in their core values and objectives. They have achieved their desired aim of customer satisfaction through many strategies for example by seeking advice from the customers and asking them about key feature that constitute good customer service and by taking them under consideration and acting upon them. This definitely reflects L.L.Bean's concern in regards to customer satisfaction and also helps in portraying their efforts to provide their customers with efficient service.

L.L.Bean's recruitment has been influenced by the customer satisfaction feature, as they assure the recruitment of employees who would be competent enough to address to customers queries efficiently and are able to explain about the products, through calls, emails and chats etc. they have also conducted several training programs for the employees in order to train ...