| Abstract [eng] |
Customers satisfaction is advantage for companies against their rivals. These days market, which is very dynamic, competitive and adaptive to innovation, for companies is very important to take care of their clients. Companies has to make sure, that customers needs and expectations would be fulfilled, has to pay attention for customers proper services. Client has to feel important for company. If client is not loyal for company, he will buy products or services elsewhere also. Nowadays people want, that they would be important for company, because quality product or services is not enough. Companies needs competent employees to provide smooth services, who must attempt to keep clients happy and loyal. Most customers before going to buy service, have preliminary expectations for it and if company did not analyzed their expectations, it is probable that after finish of service customer will be disappointed and choose rivals service next time. So it is very important to know, what customers expectations are. Clients satisfaction is the main advantage against competitors. In this scientific work were made researchs, which proved, that clients satisfaction is not only an important factor for company, but also an opportunity to increase annual revenues. More and more companies are investing in customer satisfaciotn solutions in environment macro and micro levels. |
