Customer Service Standards

Customer Model

Customer modeling is a kind of customer profiling which is action oriented. Models are not static such as "Our customer is 60years old."  Customer models give importance to action over time like "If the customer does not purchase anything within 30 days then there is a high possibility that the customer will not come back again." It is astonishing to know that customer model can predict customer behavior so easily.

The customer model will predict the response of your customers to certain situations that can be created by you. Marketers can exactly follow these customer models. The result is that the marketers attract a large number of customers. Building customer models is expensive because it requires a great amount of experience and talent. Various mathematical techniques are used to create customer models.

 By using customer model you can tell when you will loose a customer. You can also use these models to verify whether your business is going strong or is it becoming weaker. With the help of these customer models, you can also find out whether you should give more importance to some customers than others. They also tell about how much incentive you should provide to attract a potential customer. Behavioral customer models are frequently used that give a good picture of the client.
 There are different customer models such as the satisfaction model, data customer model and model for relationship marketing, dynamic customer model etc

Customer satisfaction model is marketing and a quality management technique. That is used to measure the customer happiness. This customer model identifies 3 categories of quality attributes. They are as follows;

Basic Factors: These are the prerequisites and the minimum requirements that must be fulfilled. The customers take these prerequisites for granted and if not fulfilled leads to dissatisfaction among the customers
Excitement factors: These factors increase customer satisfaction if they are delivered but the customers are not dissatisfied even if they are not delivered. These factors attract the customers and generate delight among the customers. The company can use these factors to distinguish itself from its other competitors
Performance Factors: If performance is high customers are satisfied. If performance is low then the customers are not satisfied. These factors are connected directly to customer's needs.

The New Customer Model: This model helps the companies to efficiently interact with its customers

Customer Engagement Model:  This model will help the companies to outsource the non core activities effectively without compromising the client.