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Strategi Meningkatkan Kepuasan Pelanggan Skip to content
Strategi meningkatkan kepuasan pelanggan merupakan cara yang untuk memperoleh pelanggan baru dengan mengabungkan berbagai cara. Kepuasan pelanggan sendiri yaitu respon atau tanggapan yang diberikan para konsumen setelah terpenuhinya kebutuhan mereka akan sebuah produk ataupun jasa, sehingga para konsumen memperoleh rasa nyaman dan senang karena harapannya telah terpenuhi. Selain itu kepuasan pelanggan juga sering dijadikan sebagai salah satu tujuan utama dari strategi pemasaran bisnis , baik bisnis yang dijalankan dengan memproduksi barang maupun bisnis jasa.
Keberhasilan strategi pemasaran suatu usaha dapat dicapai jika kepuasan pelanggan telah terpenuhi. Namun untuk memperoleh kepuasan pelanggan tidaklah mudah, karena tiap pelanggan memiliki tingkat kepuasan yang berbeda – beda walaupun membutuhkan produk yang sama. Proses pemenuhan kepuasan pelanggan tidak hanya membutuhkan produk atau jasa yang berkualitas saja, namun juga membutuhkan adanya sistem pelayanan yang mendukung. Sehingga para pelanggan akan merasa senang dengan produk atau jasa yang dibutuhkan, serta nyaman dengan pelayanan yang diberikan.
Adanya kepuasan pelanggan ternyata juga dapat mempengaruhi omset penjualan yang dihasilkan. Jika pelanggan merasa puas akan suatu produk maka permintaan akan meningkat dan omset penjualan pun ikut naik, sebaliknya jika pelanggan tidak merasa puas maka permintaan akan menurun begitu juga dengan omset penjualannya. Hal penting lainnya yang harus diperhatikan yaitu, pelanggan yang kurang puas dengan suatu produk tidak akan membeli ataupun menggunakan lagi produk yang kita tawarkan. Selain itu pelanggan yang kurang puas juga dapat menceritakan kepada konsumen lain tentang keburukan produk yang mereka dapatkan, sehingga dapat menimbulkan citra buruk di kalangan para konsumen. Untuk itu perlu adanya strategi meningkatkan kepuasan pelanggan. Berikut ini ada 5 strategi yang bisa anda terapkan sebelum memulai suatu usaha .
Strategi Meningkatkan Kepuasan PelangganBerikut kami berikan beberapa strategi meningkatkan kepuasan pelanggan, agar dapat terhindar dari kemungkinan buruk seperti diatas :
Berikan produk yang berkualitas, serta bebas dari kerusakan ataupun kecacatan saat sampai di tangan pelanggan. Sebaiknya cek terlebih dahulu kualitas produk yang akan diberikan kepada pelanggan Berikan kualitas pelayanan yang ramah, ketepatan waktu penyampaian, serta menggunakan sistem yang mudah dipahami para pelanggan. Sehingga para pelanggan tidak merasa kesulitan dengan pelayanan yang diberikan, baik pelayanan langsung maupun pelayanan online Fokus pada kepentingan atau pencapaian kepuasan pelanggan, sehingga produk serta pelayanan yang diberikan dapat memenuhi harapan pelanggan Memperhatikan harga produk maupun biaya pelayanan yang sesuai dengan kondisi pasar saat ini, serta sesuaikan dengan nilai produk atau jasa yang ditawarkkan. Karena pelanggan akan membandingkan antara biaya yang dikeluarkan dengan manfaat yang diperoleh dari suatu produk Berikan jaminan keamanan dari produk maupun pelayanan yang diberikan, sehingga para pelanggan percaya dengan produk ataupun jasa yang ditawakan dan akan terus menjadi pelanggan setia perusahaan kita. Misalnya dengan mencantumkan ijin dari Badan POM bagi produk makanan dan obat. Setelah memiliki beberapa strategi yang dapat digunakan untuk meningkatkan kepuasan pelanggan. Perlakukan pelanggan layaknya “Bos”. Hal tersebut dapat membuat pelanggan merasa puas. Bukankah tanpa adanya pelanggan maka bisnis tidak akan berjalan dengan baik. Maka memperlakukan pelanggan dengan sangat baik. Komunikasi yang efektif. Komunikasi merupakan hal yang terpenting dalam segala hal apapun tak terkecuali bisnis. Tanpa adanya komunikasi yang baik dan efektif maka akan terjadi kesalahpahaman atau miskomunikasi hingga membuat pelanggan merasa tidak puas. Memberikan nilai lebih kepada pelanggan setia. ketika anda ingin membangun konsep yang dipercaya konsumen maka berikan nilai plus kepada pelanggan dengan memberikan diskon khusus, hadiah dan juga pelayanan yang special. Pelayanan yang maksimal perlu dilakukan demi menjaga hubungan yang baik. Maka berikan pelayanan yang bagus baik untuk pelanggan baru maupun lama. Tidak membedakan pelanggan kelas atas maupun bawah. Mengukur Kepuasan PelangganMenggunakan sistem saran dan kritik dari para pelanggan. Misalnya dengan menyediakan kotak saran maupun kritik, atau menyediakan layanan telepon suara konsumen. Namun pada zaman modern ini sebuah masukan atau kritik saran bisa dilakukan dengan cara yang cepat dengan melalui email ataupun social media. Dengan mengadakan survey kepuasan pelanggan. Cara ini dianggap lebih aman dan nyaman bagi para pelanggan. Biasanya dilakukan dengan memberikan kuesioner pada pelanggan yang sedang membeli produk kita, atau dapat juga melakukan survey dengan melakukan telepon acak untuk menanyakan pelayanan yang selama ini telah diberikan Dengan mencoba menghubungi kembali pelanggan yang sudah lama tidak membeli produk kita. Sehingga kita bisa mengetahui penyebab mereka berhenti berlangganan, apakah karena kecewa dengan produk kita atau karena ada faktor lain. Sehingga kita dapat mengevaluasi produk serta pelayanan yang selama ini diberikan. Meneliti sendiri produk yang dijual. Metode ini merupakan cara yang sederhana untuk melihat kualitas produk. Caranya dengan mengirimkan tim untuk membeli produk sendiri kemudian memberikan laporan mengenai kekurangan, kelebihan dan apa saja yang harus diperbaiki. Observasi kepada pelanggan yang tidak membeli lagi. Metode ini melakukan pengamatan secara mendalam. Melihat secara langsung kondisi pasar apakah ada pesaing ataukah pelayanan yang diberikan kurang memuasakan. Mendengarkan keluhan pelanggan dan kemudian memperbaiki apa yang masih kurang. Dengan adanya penilaian kepuasan pelanggan kita dapat mengetahui kebutuhan yang diinginkan para pelanggan. Perusahaan pun akan lebih mengetahui apa saja kekurangan-kekurangan selama ini dan bagaimana cara untuk memperbaiki dan meningkatkan pelayanan. Hal ini juga akan berpengaruh pula terhadap omset penjualan produk. Untuk itu berikan pelayanan prima bagi setiap pelanggan Anda, agar mereka merasa senang dan nyaman dengan produk kita.
Teknik Pengukuran Kepuasan PelangganTelah dipaparkan diatas beberapa metode yang paling baik digunakan dalam mengukur kepuasan pelanggan. Adapun beberapa teknik yang dapat digunakan untuk mengukur tingkat kepuasan pelanggan. Diantaranya :
Responden diberikan beberapa pertanyaan mengenai seberapa besar harapan mereka akan produk tertentu dan dan seberapa besar efek yang mereka rasakan setelah menggunakan produk anda. Pelanggan diminta untuk menuliskan berbagai masalah yang dihadapi, kekurangan akan produk atau hal apa saja yang tidak sesuai dengan harapan mereka. Serta diminta untuk menuliskan perbaikan-perbaikan yang diharapkan untuk kemajuan produk dan pelayanannya. Responden diminta untuk merangking elemen dari beberapa penawaran menurut skala priorotas. Pengukuran yang satu ini dapat dilakukan secara lansgung dengan pertanyaan Seberapa puas anda dengan pelayanan pada suatu perusahaan. pada skala berikut : kurang puas, puas, dan sangat puas. Adanya tingkat pengukuran yang terus menerus berkembang menjadikan pengukuran belum ada kesepakatan mengenai bagaimana cara mengukur kepuasan pelanggan yang sesuai.
Maka dari itu ada beberapa cara dan teknik pengukuran tingkat kepuasan pelanggan dari yang sederhana sampai pada yang sangat kompleks. Tinggal menyesuaikan dengan tingkat keakuratan perusahaan dalam mengukur kepuasan pelanggan. Semoga dapat membantu anda. Salam sukses. Sumber gambar : http://fansmania.files.wordpress.com/2010/07/customer-service.jpg dan http://cozyblog.co.cc/wp-content/uploads/2010/07/increase_sales.jpg
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Kata-kata yang menyebutkan bahwa “pelanggan adalah raja” memang benar adanya. Pelayanan yang baik (ramah, tepat waktu, penuh perhatian) kepada pelanggan akan sangat menetukan maju tidaknya usaha yang kita jalankan. Meminta masukan dari pelanggan mengenai produk dan service yang kita berikan adalah salah satu cara yang ampuh untuk menciptakan pelanggan-pelanggan yang setia. Terlebih-lebih jika ada sentuhan personal di sana (personal touch), misalnya dengan menanyakan kepada pelanggan, baik secara tatap muka langsung maupun melalui telpon, apakah mereka puas dengan pelayanan kita, atau masukan apa yang mereka punya untuk perbaikan / peningkatan pelayanan ke depan. Apa yang pelanggan keluhkan (complain) memang belum tentu benar, tetapi bagaimanapun juga mereka tetap pelanggan kita , tetap “raja” kita, yang harus kita layani dengan sebaik-baiknya. Salam sukses !