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How
To Improve Customer Satisfaction
By Dennis Sommer (www.dennissommer.com)
Keeping your customer satisfied is key to your success
and it doesn't matter if you are selling products or services
to external or internal customers. If you are looking
to improve customer satisfaction, review how you and your
company perform compared to the following ten activities.
Understanding
Make sure there is a thorough understanding of what your
customers really want. Use that information to follow
up with actions and solutions.
Access
People want an ease of doing business. Offer multiple
communication methods (phone, web, or call center). Make
sure the experience is speedy, efficient, and pleasant.
Respect
Customers want someone who understands and can respond
to their needs. Acknowledge customers and treat them with
respect to earn their trust and their business.
Personalize
People like to feel special. Sending specific, personalized
messages will help eliminate some customer's feeling of
insignificance, help connect with those people, and help
form a bond with them.
Streamline
Offer processes that are streamlined and automated, but
also have available guidance or confirmation at the end
of the automated process to ensure that the customers
issues, orders, etc., have been resolved or fulfilled.
Always have an option to escalate issues to a customer
service agent.
Track
Information
Create a knowledge base so customers do not have to repeatedly
give their contact, product, or problem details.
Target
Use data to be proactive, but also use it for a targeted
purpose. Do not try to sell the same widget or service
to your entire customer base. Approach only those customers
who are most likely to be interested.
Empower
Empower customer service agents to resolve problems on
the spot, including offering discounts or special services
to retain customers who might otherwise head to a competitor.
Easy Doing Business
Find ways to make it so easy for customers to do business
with you that switching to a competitor would be work
for the customer.
Interpret
Need
Note the difference between what customers say and do
(customers say they want free shipping, but willingly
pay for it with no complaints), and find ways to use that
information so that everyone benefits.
About The Author
- Dennis Sommer
Dennis Sommer
is the founder and CEO of Executive Business Advisers,
a management consulting firm specializing in business
growth, sales and profit improvement. www.executivebusinessadvisers.com
Dennis helps companies increase sales revenue, reduce
sales and marketing costs, improve marketing ROI, and
drive new business growth by improving and optimizing
their sales, marketing, company strategy and financial
health.
Dennis is a highly sought after business keynote and seminar
speaker www.dennissommer.com
and author of several highly popular sales, marketing,
leadership and professional development international
articles and books www.advisersecrets.com
.
Contact Dennis at 800-627-6512.
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