Customer Satisfaction, Loyalty, and Empowerment Essay

1. Should a union be happy or concerned if to the highest degree customers argon conform to? Satisfaction of the consumer is one of the main(prenominal) goals for a company to achieve. node satisfaction is defined as the feeling that results when an offering meets a consumers expectations. Companies around the world atomic number 18 doing many surveys, in hostel to banner the satisfaction of their consumers because the importance of consumer satisfaction is one of the main factors for a company. jibe to the question, should a company be happy or concerned if most consumers be satisfied, the answer is concerned. The reason of this answer is that if tout ensemble(a) consumers would be satisfied because it is okay, but in this case not all consumers are satisfied, so there are some consumers who are not satisfied. The company should sue hard in order to not leave shoes for concerns for these people who would be unsatisfied. These unsatisfied consumers would shed a big ba ffle on the company because these consumers express their concerns to new(prenominal) people and then other people might not ask to buy anything from that company.However, one of the main strategies that companies use to achieve their goals of satisfaction is to influence the consumers expectations. Customers expectations should be truly high because if the mathematical product or redevelopment doesnt meet their expectations they would be unsatisfied and have a prohibit perception. Marketers should steel their expectations a bit lower so the service or product would exceed their expectations and then customers would be very satisfied. An caseful of consumer satisfaction would be like this I usually order pizza at the eating house called Extreme Pizza so then they deliver it at my home. They unendingly bring it on time so they never are late, and overly the food is warm. I am very satisfied with the product and service they provide to me. However, one day I heard my frien d sound off some(predicate) a restaurant service and then I asked him why so, and I realized that he was talking about the same restaurant that I order pizza. He said many bad things about that restaurant, then he told me that tar is always late so then the food is cold.He also complained that he pays much more than funds because his house is far away from this restaurant. Therefore, I think that the reason of this line of work between my friend and that restaurant is that the location of the house, so it is normal if the delivery is late and the food is cold. However, my house is near the restaurant, so I come int face these problems. In the end, the unlikeness is that I am very satisfied with their products and service but my friend is not satisfied and told allone about the bad issue he experienced with that restaurant. To sum up in other words, all companies should be concerned with that percentage of people who are not satisfied even if the number of these people is l ow because negative things are spread much faster to others and absolute ones.2. Create a homage plan for AUK with the 4 positive outcomeuate in hear Loyalty programs are a type of sales promotions defined as the efforts to reward frequent purchases or consumptions of customers. Anyhow, we have to point out the difference between verity and loyalty programs. Loyalty is the attitude of customers for a special(a) brand. It is divided in two dimensions, behavioral and attitudinal loyalty. Behavioral loyalty is a degree where customer buys the product regularly and does not respond to competitors. Attitudinal loyalty is the degree where customer prefers or likes the brand. There are four positive effects of loyalty programs longevity effect, the blocker effect, spreader effect, and the natural gas effect. senior status effect is the process of lengthening of the lifetime value of customers by change magnitude their switching costs. Blocker effect is the process of blocking out merchandising communications from competitors. Spreader effect is the willingness of customers to buy related products from a marketer. petrol effect is the process where customers speed up to shoot purchases in order to get to the next level of their loyalty program offers.AUK Loyalty scheduleThe loyalty program tends to encourage customers to buy a product and involve customers come again to buy the product. In AUK, savants not only sess pay for their tuition but also for special(a) lectures such as cisco, summer program etc. Moreover, AUK could have a loyalty program in a way from those students who come from the same family and town. When a student attends AUK, then he or she will have a 50% dismiss from the actual worth for cisco. Also, summer program is one of them that make a discount for AUK students each summer. Furthermore, AUK provides a 15 % discount of wrong for a due south soul from the same family and 30% for the third. Even though, all students of AUK wo uld have the opportunity of 20% reduction in price for work and travel during the summer in the Unites States, with the company called Zip Travel. Therefore, this loyalty program would have 4 positive effects. One of the longevity effects is that AUK attracts students from the same family to join AUK with a discount in price.For example, I have a friend who joined AUK last year, which he has a blood fellow here at AUK who is going to graduate next quarter. He told me that, he did not even think to come at AUK but his brother convinced him to make such a decision and attend AUK. Also, he mentioned that AUK offers a 15% discount in price for the second person of the same family. Maybe the discount and quality that AUK provides encouraged my friend to demo in. The blocker effect is also included to the loyalty program of AUK because it provides for its customers extra courses such as Cisco located in the Blue grammatical construction at AUK. All students of AUK would have 50% disco unt in price if they want to take those IT classes. Therefore, when students hear about this offer, they do not irritation to go somewhere else and take these classes because this offer with a cheaper price is all right.Therefore, this is how AUK loyalty program blocks out marketing communication from competitors. The spreader effect would be also included to the loyalty program of AUK. For example, I see a friend who come ins in every summer program that AUK offers. He told me that, he is very satisfied with the lectures and professors of AUK and that AUK offers a discount for its students who want to participate in the summer program. These are the reasons why he enjoys taking every year classes at AUK during the summer season. Therefore, he is loyal to AUK and does not want to take summer courses in other countries as some students do. The accelerator effect is also one of the loyalty programs included at AUK.An example that AUK offers would be that if in AUK are three student s that come from the same family, the second would have 15% discount and the third would have 30% discount. By this offer AUK attracts its students to invite its family member attend at AUK because of the price discount they offer to them. If my brother would come next year at AUK, he would get 15% discount in price, but also if in the following year would come my sister then she would have 30% discount which is a very good offer in attracting more people. In other words, the more people of your family, much cheaper it would cost to you.