Customer satisfaction can be defined as a calculated way of determining how an organization’s acts upon a set of customer expectations and requirements. In other words, it can be measured by how an organization reacts to customer’s ever changing attitudes and preferences. For a long time now, it has become a major operational objective for many organizations. Therefore, its importance continues to ensure that many organizations come up with better ways of ensuring customer loyalty, retaining the already existing customers while also attracting new ones so as to ensure success (Alexander & Hill, 2006, pp 1-2).
There are a number of strategies designed to ensure customer satisfaction in the fashion world. Among these strategies include encouraging face to face communication at least once or twice. This is so since many customers find it easier to communicate or even work with someone that they have met in person unlike email or telephone communication. However, it is important to ensure that when attending to a customer, one needs to be very calm and confident as it will give one a plus in making a sale (Thompson, 2002). Responding to customers messages on time and keeping them informed is very important in the fashion world.
Additionally, keeping a customer waiting for a response may indicate that maybe, one is not able to answer their queries or maybe does not want to communicate with his customers. As a result, this drives customers away and can be achieved by a simple message indicating that the matter is being worked on. Also, keeping customers informed also enhances customer satisfaction as the customers are able to know when there is any new product or any new event. This is very important in the fashion world as fashion keeps changing with time (Thompson, 2002).
It is also very important to be friendly, courteous and approachable. This strategy is essential as many customers will feel satisfied talking to a representative who seems like a friend. As well, being friendly encourages one go out of their way in solving customers’ problems, remain polite and make the customers feel that they are right even when they are wrong. Having done this, many customers are likely to keep coming to a fashion house where they feel welcomed or where they will be treated with respect and courteously (Thompson, 2002).
Just like any other industry, it is important to strategize a way that will keep customers content by having a clearly defined customer service guideline that will be observed by all. Not only does this strategy save time and effort in dealing with customer complaints but also attracts and maintains customers. In other words, such a strategy can provide customers with the knowhow of who to forward their complaints to when the first option does not work. Passing a customer from one desk to the other or from one person to the next may be very irritating to customers (Thompson, 2002).
Another strategy that will ensure that a customer is satisfied in by being keen to every little detail and anticipating a customer’s needs by formulating a way to give them what they want. In ensuring that a customer is satisfied under this strategy in the fashion industry, one may send little niceties that acknowledge the customer. Consequently, the customer will feel appreciated and be able to identify themselves with that particular organization. As well, being keen to details and going out of the way for a customer will build a good working relationship between the organization and the customers.
For instance, when a client expresses their desire to purchase particular designs from an organization, it is important to take note and give the customer what they want. As a result, the client will end up being very impressed and satisfied. References Alexander, J and Hill Nigel. (2006). The handbook of Customer satisfaction and Loyalty Measurement. Edition 3. (pp. 1-2). Gower Publishing Ltd. Thompson, A. (2002). Customer satisfaction in 7 steps. Retrieved February 5, 2009 from http://www. sitepoint. com/article/satisfaction-7-steps/