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Importance of Customer Satisfaction
| Date post: | 22-Jan-2018 |
| Category: |
Business |
| Upload: | katarina-kasalova |
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Importance of
Customer Satisfaction
At the end of the day, it all comes down to treating customers like humans.
Wooing a person of your dreams and scoring
a new account – there’s no difference!
The Goal: Loyalty is a worthy goal
Satisfaction
We all look for satisfaction, even your customers do.
The key here is to keep delivering the same quality value
or even better.
And hence, build loyalty.
How to make sure your customer is satisfied?
It’s simple: aim at getting constant feedback!
A Simple Way to Customer Satisfaction
Follow-up with transactional satisfaction review to clarify or rescue any dead-
end.
How to get a comprehensive overview
• collect ratings
• divide number of satisfied responses by total number of responses
• multiply it by 100 (i.e.: 82 Satisfied Customers out of 100 Total
Responses = 82%).
This number is typically referred to as CSAT.
Benefits of measuring NPS
Even if you don’t interact with your customers
directly, asking them about their opinion of you
fosters good will.
Satisfied customers
are more likely to
recommend you in
their network.
Asking this question
alone, makes a lot of difference
Happy customers continue to
buy from you.
Keep in mind that it’s 6 times
more expensive to woo a new
customer than it is to retain an
existing one.
Asking this question
alone, makes a lot of difference
Grumpy customers are a handful. Better avoid generating
them by providing the kind of support that makes them
satisfied.
Read on here.
Asking this question
alone, makes a lot of difference
We pick companies because of their products,
but we often leave them because of
theirs service failures.
Matthew Dixon, Nick Toman, Rick Delisi
THE EFFORTLESS EXPERIENCE
“
”
@nice_reply
Katarína Kasalová
Support
www.nicereply.com
