In such a competitive society as the one we live in, it is no longer enough to have satisfied clients. The standard aspired to is full satisfaction, achieved by exceeding clients’ expectations.
“Companies must aspire to a high degree of satisfaction because clients that are merely reasonably satisfied can easily change if presented with a more attractive offer. Full satisfaction creates an emotional bond with the brand, not merely a rational preference. As a result, clients become loyal.”
Philip Kotler
Since 2005, Consulmark has been the exclusive representative of MOSTER, an innovative methodology that allows for:
- he identification of “expectancy levels” and the current mismatch between each client’s expectations and his/her assessment of the company’s performance
- highlighting the “critical factors” and the foreseeable impact of improvements to be introduced, with the aim of increasing clients’ satisfaction levels
- the assessment of the full satisfaction of clients and the extent to which investments must be given priority, in order to guarantee a perceived improvement of the company’s performance
A MODEL THAT ALLOWS, IN A PRO-ACTIVE MANNER, THE COMPARISON OF EXPECTATIONS, SATISFACTION AND CLIENT LOYALTY
