Customer Satisfaction
Infuse Customer Satisfaction Into Your Culture
The cost of acquiring a new customer is five to six times higher than retaining them and it’s much easier to lose one than to gain one. As consumers, we all have experienced various levels of satisfaction and dissatisfaction. Why did that happen? Was delivery of your order delayed? Was product quality unacceptable? Could the supplier have prevented the problem with proactive attention toward your satisfaction?Keys to having Satisfied Customers
- Focus more on building relationships than on customer transactionsu
- Strive to exceed customer expectations
- Establish customer satisfaction objectives that are clear and measurable
- Link customer satisfaction results to employee incentives
- Share good and bad feedback with all employees
Our Experience
Reversed High Customer Dissatisfaction Trends
Educated production and warehouse personnel on the importance of establishing and maintaining a customer satisfaction culture. Customers were invited, and attended, employee meetings to discuss concerns and to develop metrics for quality related issues.Improved Service Rep Resolution Process and Results
Benchmarked the time service representatives spent on various customer complaints and the correlation to customer satisfaction. Developed a call center employee's manual to reinforce changes that were introduced.
