What is Customer Satisfaction?
Customer satisfaction translates to customer loyalty, and loyalty is one of the biggest drivers to growth.
Acquiring new customers is important, however retaining them is another issue. How can we make every customer a long-haul partner?
Understand them, what customers are saying. Companies need to examine the customers’ interactions with their products or services
Customers buy on convenience, because they want to make their job or their life easier.
Customer tends to punish bad service, especially since social media has given unhappy customers a louder voice.
Customer service reps usually understand the importance of satisfied customers; often the real problem lies with some other back-end function that isn’t meeting frontline colleagues’ needs.
Educate employees more generally about what “service excellence” means. Offering a refund or a free service makes customers only marginally more loyal than simply meeting their needs.
Brainstorm ideas, continually ask, who am I going to serve, and what do they need and value most? Focus on thorough front-end planning, appropriate support, execution and action at the back end.
We have to understand customers’ behaviour and improve satisfaction rates. This will lead to greater customer retention and company growth.