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Kristin LLP sells wide range of household products. The firm has recently received few negative feedbacks about the product and customer services. CEO is not happy with this. As per the opinion of CEO Nowadays when social media play such an important role in making decisions, its crucial to keep an eye on the quality of customer service you provide. If you dont care about customers satisfaction, dont expect them to care about your services or products. When customer share their story, theyre not just sharing their problems. They are actually teaching you how to make your product, service, and business better. There has been considerable discussion at the corporate level as to improve Customer Satisfaction. Convinced with this logic, firm has invested heavily in customer satisfaction and adopted the following plan of action - providing helpline 24/7 in order to develop personal relationship with customer; - redesign its online platform in order to make it more customer friendly; - rewarding loyal customers by giving them experience, they would not forget for life; and- ease the return and refund policy, offering no questions- asked guarantee is a smart move over competitors. The CEO was initially delighted to see that their efforts pay off in the form of higher customer satisfaction score index, however he is anxious to see the corresponding financial results.

Required Does the seeming lack of improvement in financial performance with customer satisfaction, Kristen LLP should stop investing a superior customer experience? DISCUSS.

19.10% 95 96 95 93 95 91 18700 89 3.70 50 18506 25 3.400 8.SON 23 01 02. OS 04 e 02 03 04 2019 2020 Satisfaction Index -ROA