nicereply: importance of customer satisfaction
TRANSCRIPT
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Importance of
Customer Satisfaction
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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!
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The Goal: Loyalty is a worthy goal
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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.
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How to make sure your customer is satisfied?
It’s simple: aim at getting constant feedback!
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A Simple Way to Customer Satisfaction
Follow-up with transactional satisfaction review to clarify or rescue any dead-
end.
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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.
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Benefits of measuring NPS
Even if you don’t interact with your customers
directly, asking them about their opinion of you
fosters good will.
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Satisfied customers
are more likely to
recommend you in
their network.
Asking this question
alone, makes a lot of difference
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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
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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
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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
“
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@nice_reply
Katarína Kasalová
Support
www.nicereply.com