Measure Customer SatisfactionLike any other aspect of your business that you want to improve, you first have to measure it. You can't manage what you don't measure. Without an appropriate measurement you have no way of knowing whether you are getting better or worse.
One of the best ways to measure your customer satisfaction is with a Customer Satisfaction Survey. As you design your customer satisfaction survey, remember to stay focused on the issues that will have the biggest impact.
Many factors have an impact on customer satisfaction and loyalty. You don't have enough resources to attack all the problem areas. Key Driver Analysis tells you what is most important to your customers and where to spend your money for the greatest impact so you can take action.
As you do the Key Driver Analysis, don't lose sight of your business strategy. There are a small number of factors that you need to keep everyone focused on, your Key Performance Indicators (KPI).
And finally, don't forget that Keeping Score Isn't Winning. The important thing is to keep your customers satisfied to keep your business healthy and growing.
Increase Customer SatisfactionOnce you have established your benchmark of customer satisfaction, you need to start working to improve it.
The first step is to get everyone on your team to understand that they are in the customer service "department" regardless of where in the company they work. You may want to print out and post this list of Customer Management Tips for them.
Next, they all need to understand that Guaranteed Customer Satisfaction is not just the goal, but that it is achievable and essential. And while it is essential, Good Customer Service Is No Longer Enough.
Finally, as you work to understand what is important to your customers, you need to understand that it is equally important to Listen To What They Are Not Saying