Lots of research proves the link between customer satisfaction and company growth. Data collected by Info surf Research are:
- 78% of consumers canceled their planned transactions simply because of poor service.
- On average, purchases from loyal customers are worth up to 10 times their first purchase.
- Probability of sales for new prospects: 5% - 20%. Probability of sales to old customers: 60% - 70%.
- 3 out of 5 Americans will try a brand or a new company to get a better service experience.
- 70% buying experience is based on how customers feel treated.
![](https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEg8W20t6okmZaX_X2XGQ9RQGPIuwe6e2_lTqtQ_JiBbYdWBlfzqjjRoxtGAAwqsCeVo4Dk_fQaBD5OpHEGyDtX1dOufmyxzGGhMpYDIh6fJsrGAb99Q4GBtqeFMBw0QThY40y7YvNwZbX8/s1600/Customer+satisfaction+vs+cost+reduction.jpg)
But just measuring customer satisfaction alone is not enough. You should use these measurement results to identify and address weaknesses in products, services, systems and processes is a way to increase organizational profitability and growth. It's a pity if your company has measured customer satisfaction, but has never done anything more effective.
Consider the following six ways to effectively use customer satisfaction measurement results:
- Identify "risky" customers who do not like your products or services that could potentially invalidate their transactions.
- Verify customers who are happy with your product or service that can provide referrals to others. Ask for customer testimonials and leads to grow your business.
- Identify the latest trends to make better business decisions to improve the overall customer experience. Understanding customer satisfaction over time can tell you the next business step.
- Use expertise to prevent new problems that lead to a better experience for customers. When you find a negative problem in the customer experience, identify where the problem is and find a way to solve it.
- Provide trust to employees to improve the services they provide to customers. There is always a link between employee engagement and customer satisfaction.
Putting forward a "customer culture is the ultimate" culture means putting forward a commitment to delivering truly excellent customer service, thereby creating a strong competitive edge and not easily imitated by your competitors.
No comments:
Post a Comment