The SERVQUAL Model – Definition, Dimensions, Gaps, Advantages and Disadvantages
Knowing the customer(s) is the key to a successful customer service as the idea is to create, deliver and communicate superior value. The service and/or products offer should answer to the needs and demands. Customers are the most important people for any organization. They are the resources upon which the success of the business depends. Understanding customers are necessary not only because of their effect on marketing decisions but because customers’ activities influence the entire organization. When thinking about the importance of customers it’s useful to remember the following points: Repeat business is the backbone of selling. It helps to provide revenue and certainty for the business; Organizations are dependent upon their customers. If they do not develop customer loyalty and satisfaction, they could lose their customers; Without customers the organization would not exist; The purpose of the organization is to fulfill the needs of the customers; The customer makes Continue reading