Are You Crushing Your Competition
“Measurements of customer’s satisfaction”
By Jeff Earlywine
Most companies say they believe in great customer service, but few set up a system to insure that they provide it and achieve customer satisfaction. Delivering great customer service takes both understanding what your customers want and a way to see that they receive it.
It’s widely accepted that it is at least five times more profitable to sell to an existing customer than to find a new customer. More important, the difference between satisfied customers and Raving Fan customers can make a big difference in customer repeat business and your profits.
There are several ways to gather input from customers. The simplest way to find out how customers feel and what they want is to ask them. If you have only 20 customers, you can talk to each one personally. The advantage of this approach is that you’ll get a personal “feel” for each customer. The disadvantage is that you’ll gather different information from each customer depending on how the conversation goes.
Customer surveys with standardized survey questions insure that you will collect the same information from everyone. Remember that few of your customers will be interested in “filling out a questionnaire”. It’s work for them without much reward. By launching a customer survey as an attempt to find out “how we can serve you better” — your customers will feel less put upon.
Here are a few of the possible dimensions you could measure:
Here are nine game-changing ideas to help you on your way:
1. Treat your customers like they are your boss. With no customers, there’s nobody to pay you!
2. Focus on measuring customer satisfaction. Did you know that 91% of your unhappy customers will never purchase services from you again? Measuring customer satisfaction can help you reduce the number of unhappy customers.
3. Build customer loyalty to increase customer satisfaction. Below are five ways to build customer loyalty to increase customer satisfaction:
4. A void making these customer retention mistakes. No business is immune to unhappy customers. In fact, even companies with the best customer service in the world will still lose up to 9% of their customers to competitors. Here are three common customer retention mistakes that are killing your customer satisfaction:
6. Learn how to survey your customers the right way. A customer feedback survey is the best way to find out how satisfied your customers are, find ways to improve your product or service, and identify customer advocates who really love your product.
In conclusion, stats don’t lie, understand the importance of customer satisfaction. Here are three mind-blowing facts that should motivate you to start focusing on increasing customer satisfaction.
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