ABSTRACT
To make an organization customer focused, we need to create a customer service environment and proceed with additional requisites to satisfy the customers. Customers for the spinning mills have been dealt under different categories based on end-use requirements. Expected requirements for these customers have been dealt in an elaborate manner by the author. Achieving customer satisfaction is the primary objective of any manufacturer and, hence, the procedures for achieving the same is explained with the help of customer satisfaction audits and customer satisfaction index. Methods to achieve customer delight and customer retention are explained through co-creation and taylor-made products. With the help of case studies, the author explained the steps to be taken for creating a customer friendly environment. Model formats for customer satisfaction audit and also the method to estimate “Customer Satisfaction Index”(CSI) are provided in the annexure for the benefit of the spinners.
