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How many customers can we satisfy? Is the level of customer satisfaction rise or fall? Whether our customer satisfaction is higher than competitors' customer satisfaction? What is the target of customer satisfaction in the future? Without measuring customer satisfaction levels, it is impossible to the four questions above can be answered. Therefore, a business that believes that customer satisfaction is important, it must make customer satisfaction measurement program periodically. The main result of this satisfaction measurement is resulting a customer satisfaction index that can provide answers to that four questions.

Talk about the index, which we often see is a very complicated series of formulas. Actually, this is not always the case. Develop a customer satisfaction index, can use the simplest method through very complicated.

The simple method to construct an index is to use direct measurement based on the answers to the question of customer satisfaction. In this case, to produce the index, it is not necessary to use complicated formulas or advanced statistical analysis. The number of questions can be only one question like "how is your overall satisfaction of product X or service Y or company Z".

It also can be use more than one question. For example, asked satisfaction with the product, ask the value or price is given by the company. After that, the results are then averaged with respect to the weight of each customer satisfaction question.

Scale used to generate customer service satisfaction index usually is 4, 5,6,7 or scale 10. The first criteria of a good scale is sensitivity. Therefore, the scale of less than 4 is rarely used because it is less sensitive or less able to differentiate levels of customer satisfaction. For example, the use of the binomial scale where respondents gave an answer that is "satisfied" or "not satisfied", felt less subtle in distinguishing between respondents who somewhat satisfied, satisfied and very satisfied.

The second criteria is the level of reliability. In this regard, many studies show that the scale of 5 and 7, often have a fairly high level of reliability. With a scale of 5, then customer satisfaction is divided into 5 groups of respondents are very dissatisfied, dissatisfied, neutral, satisfied and very satisfied. Not surprisingly, the scale of 5 and 7, is a favorite relative scale in the measurement of customer satisfaction.

Scale 4 and 6, are usually preferred for customer satisfaction researchers who use the "mailing" as a way to collect data. With this scale, there is no score value of the middle or neutral point. This is intended to avoid the tendency of respondents to the origin of the content and selecting the middle score of the scale used.

Several models of customer satisfaction measurement using a scale of 1-10. With this scale, not given a name to each scale, but both ends are the only score of 1 is very dissatisfied and 10 is very satisfied. The advantages of this scale is a high level of sensitivity. The disadvantage, of respondents especially the level of education is not high, will have difficulty in choosing and often require a longer time scale than the other.

Then how the index is generated? When a scale of 1-5 is used, researchers can generate an index in the form of the mean or average. Use the index with the average value of this simple but less communicative in practice. How entrepreneurs can give an interpretation that the level of satisfaction of the company is 3.6 of a scale of 1-5? What does it mean? Employees will be very difficult to understand. In fact, one way to make this index value is to communicate to all employees so they know their company's position in terms of customer satisfaction levels.

Therefore, the index is often used in the form of top two boxes index is the number of respondents who gave answers satisfied or very satisfied. So, when the index top two boxes stating the 80% it can be interpreted that the number of satisfied customers is as much as 80% and that has not been satisfied is 20%. Such an index more easily communicated. When the scale used is 1-7, refractive index of top three boxes used is the sum of the number of respondents who answered the score of 4, 5 and 6.

In this highly competitive situation, business owners are often interested in seeing the number of respondents who only really satisfied or delighted customers. Why? Because this consumer group was truly loyal. They are who only satisfied, the level of loyalty was only moderate.

If you have a store, say cell phones store , blu-ray store, computer store, or any store, or any other business, then in fact you are not selling a product that is available in your store. Your product is only the output of the production only, whereas that determines your income is service, benefits, and advantages provided your store to the consumers.

Do not believe it? Ok, let's look at an example the following case.

In a shopping center, there are two film store side by side, namely Store A and Store B. Both stores are sell and has a collection of the same product, which is DVD movies and the latest Blu-ray. The difference is that if in Store A the storekeepers are provide just a common service, while Store B provide “service beyond the service excellent”. And what happened? Apparently a lot of visitors who come to shop B rather than Store A, and of course the Store B sales is greater than Store A. Why? Because the service performed by the Store B make the visitors feel comfortable to linger and shop at this store. Then eventually they become loyal customers, and customer loyalty is giving high income for the store.

All of that is due to service. Service was the one which determines the sales turnover and the age of your store, not a product that you sell. However the full collection of items in your store, you will be vulnerable to attack by competitors if you do not have a great service to your customers.

This service and this applies not just for business alone. Institutions, organizations, public service, even though the school will be influenced by the service provided. If they can provide satisfaction and comfort to its customers, then the power of word of mouth will make the institution, organization, or school more familiar. Many people want to use their services. But if the service is bad, then the institution, organization or school would be abandoned, and eventually disbanded. Just like a store A that went bankrupt and closed because of competition from Shop B in terms of service.

So whatever you are selling, or even whatever your field of business, know that the service determine the life and death of your business, because essentially all business is "service" business.

In business, you may heard about service, but you probably just heard about the "Service Beyond Excellent Service". In a retail business, this is actually very familiar and may have become a necessity in order to increase sales, even though the name may vary. In theory it may be difficult to explain, but let us refer to the following examples so you understand more about the service beyond the service excellent.

Ok, if you've been visit to a diner or fast food restaurants, have you ever asked or even brusquely ignored by his servant? Yes of course you have, and this is a bad service.

Then if you come to the other diner, then your arrival was greeted with a smile and the servant asks "Good afternoon, please come in, what would you eat?" And you answered: "I want a hamburger." And the servant replied: "Well, one hamburger come soon."Then five minutes later a hamburger is coming. Well, that's called a good service. Sales just simply end there. One hamburger only.

On the next day you come to another diner. Just like in the previous diner, the waiter greeted with a smile: "Good afternoon, please come in. What would you like to have? "And you answered:" I want a hamburger." Then the waiter replied, but this time a bit differently:"Well, one hamburger come soon. What would you like to drink, coffee or soda? "Then with a slight frown you say:"Yes, let me have a cola." Well, actually you only need one hamburger, and you do not need drink a cola because you've taken a drink from the house. But because the waiter asked, giving a choice, then you may be a bit forced to buy one of these options. You feel shame if you answered "I do not need a drink."For this particular case, the sale is not only limited to a single hamburger, but coupled with one glass of cola that actually you do not intend to buy before. Customers ego is involve here. This called excellent service.

Then on the other day you try to visit another diner. You and servants makes dialog such as the following :

The waiter (with a smile): "Good afternoon, welcome to the diner X. What would you like to eat ?"

You: "I want a hamburger."

Waiter: "Good. One hamburger come soon. What would you like to drink, coffee or cola?"

You: "I want a glass of cola."

Waiter: "One hamburger plus one glass of cola."

A few moments later the waitress returned to ask: "Excuse me sir, this afternoon we had apple pie that had just lifted from the pan. Maybe you want to try it ?"

Then you thought for a moment, and then said: "Well ok, I want to try the apple pie."

Finally the waiter closed the conversation: "Good. One hamburger, one glass of cola plus one apple pie are coming soon. Thank you."

Try to note the waiter dialogue. Actually you only intend to buy a hamburger only, but the waiter trying to offer another product to you, and you end up buying 3 types of products, which is hamburger, cola and apple pie. Well, the sales of the store increases as the servant ingenuity in making a sale.

Sales increased through a variety of ways and take advantage of all opportunities. And from the forth diner example above, the waiter took advantage of opportunities to increase the sales. Was quite up there? Not yet! In the fourth stall you feel you have served well, and felt that the diner is as if they know exactly your needs. That diner has been pampering you. The next day you return to this diner, as well as the following days. In other words you have become a loyal customer to this diner. And this is what is called the service beyond excellent service.

So in essence, the service beyond excellent service is a service that exceeds expectations of people served. In the service beyond excellent, your business is "buying" the heart of your customers so they become loyal customers. If you already have loyal customers, then you do not need hard to find sales income, and no need to bother or fear of competition with the competitors, because your brand are already embedded in the hearts of your loyal customers. With service beyond service excellence, it is difficult for loyal customers to migrate shopping to your competitors, because they already feel comfortable with your store.

Do you believe that successful people started the success from a dream? Yes, you should believe it! So many evidence proves that a person's success starts from a dream. Wright Brothers dreamed that man could fly, and today we know airplane. Alexander Graham Bell had a dream that people can speak from a distance, it creates a phone. Mark Zuckerberg had a dream that all people around the world to greet each other and become friends, then comes up Facebook that is now being a global business network. All of it starts from a dream!

So if you intend to succeed, then have a dream. Make dreams as high as possible. There are people who argue that “Don't dream too high because if it is not achieved then you will be stressed and crazy." Believe me, that is incorrect! Because people are stressed and crazy is because they are desperate, disillusioned at the state and give up on the go. But if you work hard, persevere, and never give up, you will not be stressful. Quite the opposite the success will come to you.

If you notice, a dream creates the motivation for you. Since you have a dream then you will have a purpose. You will exert every effort to achieve that goal. Failure need not to be sad, failure is a valuable lesson for the more achieving in business and fix errors. Thomas Alfa Edison needs many times of failure to produce a perfect lamp.

Similarly in business, you should have dream to be a world-class entrepreneur. You can be the people like Bill Gates, Steve Jobs, Rupert Murdoch, or other great people. That's fine, having a spirit like that then you will be more motivated in developing your business. Even if till the end you do not being like those successful people, at least you'll have the satisfaction in work, and satisfaction will be paid that you do not think. It's not as much of their remarkable success, but this is much better if you do not have a dream and not motivated.

Therefore, have a dreams for your success, and never laugh at someone else's dream.

You must have grumbled when ordered by your leader. In your heart says "This person usually always ask, can not be done alone !" Well, have not you? Admit it! Actually it is a natural thing from a subordinate who feels employed and ruled continuously. He was irritated, bored, and tired as if he think that the leader is only ask without the slightest to do technical work. And when there is a subordinate think like that, then in fact the possibility of leader is that he actually did not get anything, so to cover his weakness, he used the power he has to always ask his men. And this is a very poor leadership.

Actually there is one way that can make subordinates do not think like that, even so subordinate do more hard-working and loyal to the leader. The way is called leading by example. Many things are included in leading by example, that when a leader into the field to work together, showing good attitude and example to his men, comply with regulations issued by an institution or organization, etc..

In principle, leading by example is a way to spread the influence of a leader to his subordinates. And the way is to show the ability and expertise to his subordinates. From the performance capability of this, the leader expects a credibility and charisma in front of his men.

Is this called arrogant? Not really, because in a situation where a leader must be able to control others, then they need charisma. And leading by example is one way to obtain such charisma.

Leading by example also shows that the leader is indeed capable of doing a job. So when he ordered the others, then he is not regarded as someone who can ask only , and not yet tested the ability of the field.

Leading by example is an effective and easy way to gain sympathy and loyalty of subordinates. Of course they will be loyal because they feel confident that their leaders have the technical ability better than them. And they will be sympathetic because they were convinced that their leaders appreciate and respect them.

Called the easy way because it does not require specific expertise. It takes just a willingness to plunge into the field at every opportunity. And when the opportunity came, then the leaders will demonstrate his abilities in public. And sooner or later, he would obtain a positive credibility and charisma. Leading by example could contribute in making a good team work.

Hersey said that leadership is an attempt to influence another individual or group. A leader must integrate four elements had to be able to influence the behavior of others. The four elements are: the power of self, Authority owned , personality traits and social skills.

This means that the strengths of all forms of the advantages possessed by a leader personally. For example good at communicating, thorough, agile, expert in a technical field, and so on. The power itself is very supportive in the smooth him to lead his subordinates. Strengths possessed by a leader is supposed to be shown to any subordinate, and intended to enhance the credibility of him as a leader in the eyes of his men. In addition, the strengths are shown to help smooth and speed the work of an organization he leads.

It's automatic, every leader must have certain powers that are not owned by his men. Examples for sure is the authority in decision making, and give orders. Every leader has the right and may even be in a certain condition required to take a decision or action of a thing in his organization. This authority will have to be harnessed and used as appropriate. In the case to influence others, the authority will sometimes be used for things that are forced to subordinates. Examples of just such an employee that feel reluctant to do a job, then to make the job is done, the leader uses his authority to command that employee to do its job. And this is coercive, which sometimes men not voluntarily and wholeheartedly for doing the work that was ordered.

Personality trait of them are arrogant, patient, grumpy, thorough, and so on. These personality traits can influence not only others, but also affects the soul of the organization he leads. And indeed the personality of an organization is a reflection of the personality of its leader. Therefore, if an organization changes leaders, then it is usually also changes the character of the organization.

Leaders who are good along with the people and his men would be more easy in finishing a job in the organization compared to a leader who more quiet or keeping distance with others. Why? Due to the versatility the leader indirectly opened himself and introduced his personal character to be accepted by others. And when they already knew him, the wily leader will issue his mind ideas to influence others. Not to bad influences of course, but it is the influence that can facilitate him in completing his work.

That's four things that can be used by a leader to influence others. No best of them, all have their advantages and disadvantages of each. But the ideal is when a leader can use the four points in influencing others, and all this is true both for business or non business organizations. So, what is more fit you are using to influence others? One of them, all, or a combination of these?

Within an organization, be it in the company, institution, or an association, the existence of a leader is vital. Character and style led a leader will greatly affect the performance of every member who joined in the organization. Leadership is important in organization.

It is true that every leader that no one is perfect, there are the weaknesses of every leader, although a bit. However, intelligent leader is a leader who can cover up weaknesses by maximizing the power he has. So what if the leader in an organization can not issue a strength or perhaps even more weakness? Then wait for the destruction of the organization.

In one organization there may be a leader who says "between exist and not exist".

Said to exist as a physical fact and the structure,there is a leader, but the leader has been found not exist because it does not contribute at all to the organization. No decisions are made, there is no direction to go, and do not understand the environmental conditions of men and institutions. In other words, the existence of these leaders did not affect the progress of an organization. Organizations are left adrift in the uncertainty of not knowing the objectives to be achieved, even strategic instruction was not there at all.

If an organization has leaders who are "between exist and not exist", so watch the destruction. Because sooner or later its members will slowly leave his concern for the organization. Great ideas they have only limited ideas without execution because fettered by uncertainty. And in the they will lazy to work, despair, individualism, no team works, and egoism will upon them.

Leaders must have good attitude and communication, because attitude and communication is important in organization. A good leadership is a leader who is able to control and mobilize all of its members in achieving the vision and mission of the organization. Leaders who will be respected by his subordinates is a leader who can deliver a decision for its members, and they are not afraid of making decisions. Because in principle, better to have a decision in the organization even though it's wrong when compared to no decision at all.

You may have heard people say that "Business is great need of capital," or "Currently there is no opportunity to do business". Yes, most people would comment like that. However, it is not true one hundred percent. The entrepreneur believes that with foresight, intelligence and perseverance then you can start a business. Problem capital? Not the main thing. Opportunity? If you are observant, there will always be opportunities to start a business.

Maybe you would not believe one hundred percent above statement. But try this. Nowadays people are familiar with the world of internet and social networks. In fact, you might spend every day at least one or two hours to perform social network activity, be it through facebook, twitter, or anything else, and you do not make any money. If you are observant, actually it is a business opportunity, and do not need big capital. How can it be?

This time has been developing many Internet-based business as a medium to approach potential customers. Example is the online retail store. Do you need a big capital? Not really. In fact, maybe you can make money without capital. You can just be an online marketer promoting other people's products through the Internet. If there are consumers who are interested in these products, you just ask the owners of the product to be delivered to the buyer's address. You only accept payments from buyers alone. And you'll earn from the difference between price of goods you sell and the real price from the owner of the goods. This is the sophisticated business opportunities in the era of information technology today.

The point is when you are keen to see something that could be money, then in fact that's business opportunities. No need to imagine a large scale, because it clearly needs a large capital, and anyway it probably will not succeed. Think that a business is to obtain the money flowing into your pocket, although a little but sustained. Yet over time would also be great.

Once you are keen to see opportunities, increase your knowledge associated with these opportunities through the exercises, reading business articles, or ask the person who first knew. After that, be consistent, focused, and diligent in the explore these opportunities. Do not give up easily, as fortune would soon come when you have been at the right time. And it's the right time you can not predict.

Since its initial launch on May 12, 2007, the public interest against the Yamaha V-Ixion has been very enthusiastic. Evident from the thousands of customers who lined up to get this product since February 2007. Why Yamaha V-Ixion is so successful reach the market and beat competitors like Honda Tiger? This is the answer

Before beginning production, Yamaha V-Ixion positioned itself as a motor sport for people who are young at heart. Before Yamaha V-Ixion compete to reach this market, there are already first Honda Tiger in this market. It was Honda's Tiger dominated the youth market of motor sport, and relatively no competition. This is what makes the Yamaha feel have a chance to reach that market, because according to the rules, some competitors will be a greater chance of success.

However, positioning is not one thing that makes this product a success. Advertising also plays an important role. Yamaha V-Ixion ad launched far-distant days before product release, either through word of mouth, or below the line. Why advertising is launched before the product release? Because it is important to socialize and find out the public interest, so that production targets to serve the consumers can be met.

It is not easy to market a new product that has been monopolized by other products, but with the right marketing strategy, then the monopoly can be defeated. Reflecting the Yamaha V-Ixion case, then in fact those of us who are and will be doing a business, need not fear the competition. By knowing the strength of our product will, weakness of competitor products, there will always be opportunities for our products in order to reach the market. The important thing to think about the right marketing strategy from scratch. Which segment you position your product, then how to deliver and introduce your product, and do not forget to think about what services you can provide to consumers, and different from our competitors. The latter is a process. The process here is that the steps in the delivery of products until to consumer has been through a groove so that no systematic errors in every department of corporate communications. The products will reach consumers must be believed to have experienced the touch of every department in the company, such as the production, marketing, sales, etc.

Do not feel inferior to the products you have than competitors product, just the opposite is the mix of products so that you have prepared in the fight reached the market. Who knows your product is "The Giant Killer".

What's the first time you prepare when you do a presentation? Yes of course, a deepening of the material. It was a very amusing if you have not mastered the material when it will make a presentation in front of many people. You can be bruised. Therefore you must have prepared all things for all the questions you can answer. You should understand about simple communication skill.

But when you enter the battle arena, namely the presentation room, a sense of nervousness began to emerge. Especially when you see that the participants who come are a CEO, nor the people of the same level of director or manager, you may have experienced when all the things you do prepare to be lost some where.

Not to mention when you start talking, the response was less appreciative audience. They expect you to finish the conversation, because saturating. And you were actually hoping that your conversation be completed soon. You lose before the match!

So what should be done to deal with this? These are some tips so you do not lose without a fight.

1. Know your prospective audience

Sun Tzu said: "Know your opponent before you fight". Yes, if you do a battle, the function of intelligence is very important to recognize the enemy in formulating a strategy battle. Then what its connection with presentation techniques? Try to imagine, if you do a speech in front of the kids do need to use a difficult language? Of course not. If your audience is children then of course you will use the language of children. The language used in making presentations to managers is different from the language used to its staff. Then know your audience first.

It is important that you not too long in front of an audience. Moreover, too many words will cause the listener to be decreased arousal, and ultimately your message is not conveyed. Use a brief but clear language. If you are using Power Point media, preferably no more than 5 minutes to explain every slide. Your message should send effectively, and you should have a right time.

3. Play the intonation of speech

Do not use a flat intonation in speech. Use up and down intonation so that it can invite the listener passion. Analogues? If you listen to a song, of course, you will be getting carried away when the song was sung in a voice up and down and tunable. Imagine if the song you hear is flat!

Do not sit when you speak. Nor should stand like a statue. Move, but not too excessive, just naturally adjust to the content of your conversation. Why is this important? Due to the move, this will make you more relaxed. What you say can flow perfectly. Then using body movements to make a statement that disclosed will be more easily understood by the listener. Body movements that you do will also make the eyes of listeners follow your movements, and this will avoid the sleepiness that usually come over to the listeners.

Comedy can break the ice. Use little phrases that can invite the laughter of the audience because it will make the listeners remain concentrated listening to your voice. But do not to much because it may wasting time and it will also disrupt your credibility, so you are considered as a comedian who was doing attractions. Use the joke at the right time and place.

If you are a novice presenter, it is not easy to implement this tips when you make a presentation. It takes time to acquire the style of presentation that you would expect. Practice diligently and take every chance of doing a presentation or public speaking to get a high number of flying hours. The more often you speak in public, then you will get trained, and you'll find your own style of speaking so that your message can be received well by the listeners.