Tips to Increase Customer Satisfaction
Everyone is talking about customer satisfaction. It is not only a hot topic in the marketing department, but also in management, sales, and human resources. After all, customer satisfaction is not a term that can be approached with blinkers or only viewed from one perspective. On the contrary: since it influences the whole business it should be viewed across all departments.
Just imagine – you’ve fallen in love, the butterflies are still fluttering in your stomach and finally, you’re sitting down with the apple of your eye over a cup of coffee and are happily chatting about anything and everything under the sun. The date is going great and in the evening when you say goodbye you turn around without a word and leave – stop, whoa! It shouldn’t be like that. After all, one wants to maintain and care for such contact long after the evening is over.
What no one would dream of doing with their partner is almost the norm for customers and companies. Consumers are courted and left alone after the first satisfactory contact. Anyone committed to customer satisfaction should take steps to avoid this horrific scenario, instead of making the customer and their wishes and expectations the focus; i.e. they are chaperoned by the company throughout their customer journey touchpoints. At important touchpoints, contact should be intensified to make the customer experience even more positive. The goal, of course, is to encourage consumers to make further purchases and thereby increase sales.
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Measures to Increase Customer Satisfaction
Once the survey and analysis have been completed, companies can now start increasing customer satisfaction. Customer satisfaction relies on several factors being provided by the company to ensure that customer expectations are met or even exceeded. These are divided into the basic characteristics of a company and product that a customer simply expects as standard, and measures that ensure that their expectations are exceeded. These basic characteristics include the following six factors:
Four Tips to Exceed Customer Expectations
The foundation stone has been laid, expectations have been fulfilled. Very good! But there is no reason to let the champagne corks fly yet. Fulfilled expectations do not necessarily improve customer satisfaction. This can only be achieved if you exceed expectations and create a „wow“ effect for the buyer. But you don’t have to conjure a rabbit out of a hat to exceed customer expectations. Nevertheless, companies should give serious thought as to how they wish to satisfy demanding customers in 2020. The bad news: there is no universal recipe, only individual approaches. Those who manage to listen to their customers will get some decent clues.
- Where is there potential for improvement?
- Where are the unfulfilled wishes?
- What is required to impress the customer long-term?
Does that sound too complicated? Then let’s summarize it with the following tips. To exceed consumers and their expectations, you should do the following: