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To achieve this level, then you first have to focus on two things, namely service and satisfaction. One thing leads to another. One thing happens on the one hand, it will affect the other side. The three interrelated with each other.

Each business provides a service to customers. This service provides a customer experience, which then determines customer satisfaction. How can customer can satisfied? This depends on the expectations.

Expectations formed from the value proposition of a brand. What value you offer? What is your promise to the customer? Value proposition to form customer perceptions and expectations of a brand.

Satisfaction is the result of a process of customer service. When a performance is less than expectations of service customers, it will be less satisfied or dissatisfied. When the service in accordance with expectations, the customer will be satisfied. Then when the service exceeds expectations, then  customer will be very satisfied.

Customer loyalty, was strongly influenced by customer satisfaction. However, customer satisfaction was not influenced by customer loyalty. Customer satisfaction is one of the key in building a customer loyalty.

How to build a customer loyalty? Customer loyalty should be built in the long run. Many factors that result in a customer loyalty, one of is a good customer service.

When customers buy a product, then he satisfied with the product, then he will experience customer satisfaction. But it does not immediately make them as loyal customer. Companies must be able to provide continuous service with the best in order to retain customers and their continued loyalty.

Generally, companies have specific programs in building customer loyalty. They keep trying to improve their value in the eyes of customers. This aims to see that the company’s customers have more value than competitors. So that customers will be loyal to the company.
Making loyalty programs is not enough. Companies also must always provide the best service to customers. Whether it’s in terms of products or handling complaints.

Good quality products is not enough for customers. Customers naturally want the best product and in accordance with their needs. Therefore, the situation with competitive market, companies must continue to ensure that they provide the best products and suitable for the customer. Companies should be observant in seeing the changing needs of customers, so that they can always provide the appropriate services.

Then, the company must also have good customer service and consistently. A good company received complaints from customers, understand the issues and listen well, and then solve customer problems. When complete customer problems, then they will have satisfaction.

As already noted, to build loyalty is a long-term process. Therefore, need consistency in product quality, customer service and customer satisfaction to achieve it. This is the company’s current challenges.

How a company can continue to survive in the midst of an increasingly tight competition? Could even increase sales among the competitors?

One of the most effective way and also the cheapest is to take advantage of every client or your loyal customers. They are one enough powerful weapon to help market the product / service of your company.

Each client has respective communities. Mothers community, golf clubs, some bikers club, etc. Usually a reference from one member can affect other members of the community. And often proved very effective to bring many new clients from the community.

Do you want to get new clients and loyal? Then consider a client / your loyal customers, then you will get benefit from it many times!

The steps in conducting an audit service, according to the book ‘Service Magic’ among others:

Stage 1: Experience Chunking
In this phase of Chunking experience, the total experience in meeting the specific needs of customers, divided into several parts (Chunk). For example, experience chunk from a flight customer is a reservation, ticket counters, airline, baggage claim, and others. The parts of each experience that form the total experience as a whole.

By separating the total experience into several parts, then we will know how to process customer experiences, whether effective or too complicated. If it’s too complex, of course you want to make it more simple.

Stage 2: Cycle of Service
The next stage, cycle of service, helping you to identify the sequence of experiences that customers experience with your organization, from customers to identify the need to meet those needs are met (or not met). From cycle of service identification, then we can create a flow process of experience of customer experienced .

From this cycle of service, then you can determine which points are to be the key moment of truth, namely the points that you can use to dazzle customers with the experience they have experienced.

Stage 3: Moment of Truth Impact Assessment
Furthermore, the points are to be moment of truth is measured, to determine which aspects of the experience alone can give satisfaction, transfix, to disappoint the customer.

To improve the customer experience, then the focus to the points that are considered important by customers, and have an impact on customer retention. You should be able to understand, such experiences can be anything that gives pleasure, dazzle or disappoint the customer.

Improving Moment of Truth Experience
After conducting an audit service, the next you’ll want to increase the moment of truth experience for customers. The following guidelines can help to select the focus moment of truth that can improve the customer experience:
• whether the MOT (Moment Of Truth) where customers have low expectations, if there is an increase will be given effect on customer satisfaction?
• whether this MOT can really provide value to customers?
• whether, if the customer can be enchanted by the experience in this MOT, it could affect an agreement with them in the future?
• whether the MOT with a specific implications (example: safety) can inhibit innovation in the service?
• whether the MOT will be considered culturally appropriate customer and the organization’s vision?
• whether the MOT can produce long-term effects of positive, such as customer retention and word of mouth? What about short-term effects?
• whether to dazzle the customer in the MOT can improve your branding?

Let’s try some steps above and good luck!

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1. Engagement, which make a good relationship with customers.
Engagement is one of the most important component, because this is one of the factors that led to customer loyalty. How you can create an engagement with the customer? Be friendly, polite talk is accompanied with a smile. Even better still if you can identify with both customers who often come. Engagement also involves willing to assist customers with sincerity when needed, and also take the time to listen about complaints and suggestions from them.

2. Executional excellence, which runs retail operations with the perfect.
An executional excellence will provide a memorable shopping experience for customers. To be able to do so, then the retail operations should be far from any errors. the way are, among others, product quality come first, check availability / completeness of goods, control of product knowledge and be able to explain it well, up to find the product you are looking for customers.

3.Brand experience, which has a unique retail brand and bring different experiences.
Thing to note is that customers often see that retail is one the same as other retailers, it makes no difference. Thus, to deliver an impressive experience and experience in mind, the retailer needs to create a unique brand. To create a unique brand, the first time is a unique store design and attractive, and also a special service and not the standard, good product quality, and create attractive offers for customers.

4. Expediting, which is concerned about the long process and the customer shopping.
For customers, spending a short time often become one of the main focus. Simplify the process of shopping, for example by placing the product on the shelves within easy reach. Retailers also need to consider whether the queue system is optimally implemented or not. Also trained cashier to work quickly so as not to cause upset customers waiting queue. Train employees in order to apply responsive in helping the process of shopping for customers. In essence, provide shopping convenience to customers.

5. Recovery problems, namely dealing the problems arise well.
A service must not always be always perfect, so naturally if something goes wrong. The most important thing when you make a mistake is how to fix it, so customers do not become frustrated when moved. After the fix, your task is how to turn disappointment into a gratification, which encourages them to visit again.

1. Being a Good Listener.
Your business is to serve your customers, meet their needs, so you can only serve well if you know what they need. To find out, you should listen to your customer well. Take time to identify customer needs by way of throwing some important questions and listen carefully to their answer. Consider sentence by sentence, intonation, body language and expressions also their feelings that you can catch. Do not rush to make assumptions or conclude their conversation.

2. Identification of Customer Needs.
Sometimes we get caught that the customer was limited to persons or institutions and buyers of our company’s services only. Actually more than that, someone did purchase both goods and services, because what they buy  will provide solutions to problems faced. Some customers just do not even need a solution but also emotional needs that are sometimes less than rational. The more you are able to recognize your customer, the more easily you will recognize or anticipate their needs. Communicate with customers periodically so you can quickly grasp what the problem or customer needs.

3. Make Customers feel valued
Treat customers with good and decent, respected as a person who is important to you. Greeted with a friendly and mentioned his name at the time to communicate, find a way to show how you value the customer, but still with a sincere attitude. This will help form a comfortable atmosphere and make you easier to direct to talk about your business. It should be noted that the “award” is a very sensitive thing for someone, so do not feel appreciated, be very easy to leave you even with “bad news” which will be delivered to many people. Do not forget to thank sincerely each time there is input from the customer or other things that open the opportunity for you to be able to say thanks to customers. One thing that important, to be supported in a manner that supports the body language. Body slightly bowed when greeting, nodding his head and eyes turned to the customer when they talk, etc.

4. help the Customer to Understanding the Company System Used
Perhaps your company’s organization has adopted the most advanced systems in the world, but if your customers do not understand it, they will become confused and may even provoke complaints. Master the existing system in your company, whether production, procurement of goods, payment methods and communication systems to customers. Explain patiently to the customer to understand right and felt that the system is designed to help facilitate them to accept products or services that fit their needs.

5. Right Promise
Appreciate the power of “Yes”. Prioritizing the customer needs and always keep a promise to the customer. If you have agreed customer demand and dare to say “yes”, fill your appointment is at any cost. What do you say, then the customer will believe in you.

6. Apologize to Customers.
When there is a mistake that would hurt customer, sincerely apologize. This should be socialized and must be a habit for your company. Although the impact you will get angry from the customer, remains to be done. An apology will reduce customer emotions and they feel valued. If the customer complaint, apologize and provide immediate solutions. Appreciate the input though delivered with anger, and have a chance to improve again.

7. Give More than Expected
This is called service excellence. During the company’s attention to customer needs and always thinking about how to make them feel happy, then your company reach to a higher level and greater opportunities to win the competition.

Think about things like:
- What can you give to customers that he could not get from other companies?
- What could be done to prospective customers that come but has not happened as a purchase or transaction?
- What can you give to customers who really beyond their expectations?

8. Ask for feedback.
Appreciate any form of feedback from customers even if it’s the complaint or anger. Input from customers will help you and your company make the ends improvement will increase customer satisfaction. Some ways you can do:
- Listen carefully to what customers said
- Thorough back regularly what has been done to correct mistakes that had happened.
- Create a system so that you get consistent feedback from customers, whether memalui contact center, customer satisfaction forms, survey, etc..

In addition to the above eight key there is one more thing that we must not forget, that is respect your employees. However all employees or supervisors or coworkers are your internal customers. They also need to be appreciated and satisfied their needs. Give awards through gratitude, praise, or anything else that can express your concern to them. Caring for customers and internal employees are equally important. Good practice and enjoy the success.

Understanding Customer Needs
To understand the needs of customers, then you should learn as much customer insight and deep as possible. To gain customer insight and become customer-oriented, you can not only rely on mere market research, but should be through direct interaction with customers, whether they directly visit, hold brainstorming and Focus Group Discussion to store / office visit.

Superior Value Proposition
Furthermore, once you understand the customer insight, then create a superior value proposition. A superior value proposition is to answer the problems and needs of the customer. In the midst of the current crisis, you must continue to evaluate the value proposition, because the environmental conditions both internal and external change rapidly, so you should always be responsive to these changes.

People Skill
To create a superior service, then you need people who are customer-oriented. Therefore, it is recruiting people who have superior people skills. Those who have qualified people skills will be able to interact well with customers, and able to deliver the expected customer experience. More importantly, those people equipped with skills will be able to focus on customer needs, and willing to listen to feedback and criticism from customers.

Great Recovery Plan
Each service must not escape from errors or deficiencies, which can ultimately reduce the value of the customer experience. To overcome this, then you need a good recovery plan.

Make sure that you have a good recovery plan for bad possibilities of what happened. Things that often happens is the parties who provide services just are not prepared if something goes wrong in the service, so that there is a complaint not responded, so that the customer was disappointed, and then fled.

One alternative that you can do is to give employees a policy that frees you to provide recovery has a strong effect in restoring and satisfying for customers. This is the importance of having employees with customer-oriented.

So are four important points that must be present if you want to provide a superior service differentiation. Without a superior service, then you just bring a normal service, not special and will not be ogled by the customer. Therefore, make sure that you have superior service differentiation and won the competition in the middle of this crisis.

Well-Designed
Can not be denied that the performance often determine the trust of people. Similarly, performance can determine the website of our customers’ trust. If a website designed with clean, neat, with the appropriate branding to your target market, then of course this will make the customer feel at home and can encourage a desire to buy.

Make Sure You’re Trusted
Basically, people find it difficult to trust online transactions. Therefore, you must be sure that your party can be trusted, namely by ensuring that customer privacy is valued, and the data will not be given to other parties. Using the label ‘security guarantee’ is also one important point. In addition, you can also bring the recommendations of previous customers, to convince other potential customers. These recommendations would also be more credible if contained in a link in the blog / website the other, so it looks authentic.

Fast Loading, Easy Navigation
Speed is a very important factor in providing online services. Internet services are often not stable to make the customer prefers a fast opening site accessible. Thus, make sure that your site is light and easily accessible. Do not use too much flash, because although good, it would make loading much longer. Create an easy navigation as well, putting yourself as a customer. Make it easy for them to find the product, see the detailed product information, select a product, so do check-out. It is also important to include the tools to compare prices and product features, because this is what consumers do when shopping, is not it?

Shopping In a Simple Process
Create a process as simple as possible and not complicated. Make the process of shopping as a quick process and saves customers time, compared with it in line at the store.

Personalized
Personalization is an important component too and was widely adopted in various online services. Thus, personalization done in accordance with historical data that we do on the site.

Being Helpful
Although information on the website may seem complete enough, but in general customers want to obtain more information. Therefore, it is given access to services such as sales force or your customer service. For example, by providing direct access to chat, or provide a phone number that can be reached.

One thing that also important, which helps employees to be responsive. Thus, knowledge of qualified, good interpersonal skills, customer-oriented attitude, and quick response are the main components.

In essence, customer satisfaction is the response that given by customers for fulfillment, so that gain satisfy or pleasure. with that sense, the assessment of some form of privilege / advantage of a goods / services themselves, can provide a comfort level associated with the fulfillment of a need, including the appropriate needs (meet expectation) or exceed expectations (excellent) customers.

Products with excellent quality when delivered to customers in a not sympathetic way, can lead to customer dissatisfaction. In order to satisfy customer service both personal and group (institution), then in addition to the quality of the products or services produced, also must meet the 4 basic requirements:
-polite behavior from all parties who deal directly with customers, including hospitality
-how to deliver something to do with what should be accepted by the person concerned.
-timeliness of delivery
-other supporting factors such as the rules that underlie the work of service, a system that allows operation mechanism service activities, personnel skills, and the factors instrumental in the implementation of service.