One of the mantras of customer service is, 'the customer is always right.' This means it is highly important to ensure the clients in any customer-based industry are kept happy.
Happy customers will continue to patronise your business, keeping you busier than ever.
So just how can you make sure your customer satisfaction rates remain high? Here are three ways your business can keep its best asset loyal and satisfied with your service.
Firstly, in order to gauge what kind of changes need to be made in order to maintain satisfied customers, you need to learn what is working and where you can make improvements.
You should aim to get an insight into how customers perceive your particular brand, product or service, and a customer feedback survey is one of the best methods to do so.
When you design this tool, make sure you have clear objectives in mind, so you know what you want to achieve from the questionnaire.
Having a solid understanding of your clientele is one way you can begin to develop more personal relationships with your customers.
You can provide personalised, one-on-one relevant communication that cut through the static or white noise produced by all the other information in the marketing airwaves.
Remember the 80/20 rule – 80 per cent of a business' profitable revenue comes from only 20 per cent of its clientele.
Use feedback productively
Instead of seeing negative comments as an attack on your business, why not view them as an opportunity to improve the needs of your customers?
Any attempts to rectify these issues will not go amiss with customers who may appreciate the effort so much they make plans to return next time.
Positive feedback, on the other hand, can be used as encouragement to highlight the areas in which you are excelling – aim to avoid making any changes in these areas.
Wondering how your business' customer satisfaction rates stack up? Why not try a free custom-branded demonstration of PeoplePulse and see what knowledge you can gain?