What is the difference between Customer Satisfaction and Customer Loyalty?
First, we will define each term. Customer Satisfaction is a measurement of customer attitudes regarding products, services, and brands. Customer Loyalty on the other hand has two definitions. Customer Loyalty consists of loyalty behavior (also referred to as customer retention) which is the act of customers making repeat purchases of current brands, rather than choosing competitor brands. Secondly, Customer Loyalty encompasses loyalty attitudes which are opinions and feelings about products, services, brands, or businesses that are associated with repeat purchases. At times, customers display loyalty behavior without having loyalty attitudes. Vice versa, occasionally customers show loyalty attitudes without exhibiting any loyalty behavior. Continue reading
The concept is simple: satisfied employees help produce satisfied customers. Satisfied employees are likely to assist customers with a more pleasant demeanor and a higher level of customer service, creating a more satisfying customer experience, increase customer loyalty, and ultimately drive increased profitability. Adversely, low satisfaction and overall low employee morale can hurt company operations greatly, causing dissatisfied customers and hurt the bottom-line.
Businesses need to spend less time on setting sales and profit goals, and focus efforts on frontline service staff – those workers that have direct, daily contact with customers. Frontline workers and customers need to be at the center of management attention. Managers need to take into consideration the factors that yield profitability, including: investment in good, quality workers; technology that supports frontline workers; solid recruiting and training practices; and compensation linked to employee performance, at every level in the business. When you provide employees with the tools and skills they need, employee satisfaction rises as does the power to service customers better. Employee satisfaction raises employee productivity, and higher productivity means greater service and value to your customers. This increases customer satisfaction and loyalty, which promotes profitability and continued success. Continue reading
It’s hard to disagree that administering customer satisfaction surveys is the best way to uncover data about how customers feel about your products, services, customer service, business & marketing programs, events, and how they view your company’s capacity to remain successful in the short- and long-term. Customer satisfaction surveys produce data that can help your company solve current and potential problems before any issues cause you to lose customers. Data gathered can also help confirm your company’s current business and marketing strategies, so that you can be assured that your company is staying on target. Customer satisfaction surveys provide your business with an immense amount of value data.
When a company administers customer satisfaction surveys, they are sending the survey to their current customers. However, one oversight that many companies make in the customer satisfaction survey process is they tend to overlook collecting data from past customers. Continue reading
Many companies realize that customer retention is extremely important. They recognize that losing valued, loyal customers is bad for the company’s long term revenue potential and overall success. Even though this is understood on a basic level, few companies – especially those companies providing a service – seem to misunderstand what losing a single customer can mean to the business. Continue reading
One of the key factors of becoming a successful business and to secure a company’s longevity is to create a solid and loyal customer base. A solid customer base is your springboard for fostering new customers. Your current customers are essentially the “voice” of your products or services. Whether they are offering a product review, completing a customer satisfaction survey, or providing word-of-mouth feedback to potential customers, they are promoting your company’s products and services. Because the voice of customers is so important to your company’s success, it is important to keep your customers satisfied.
So, how do you keep your customers satisfied? Let’s face it. Within each of your target markets there are many competing companies just like yours working toward the same goal. If you want your customers to continue to buy your products or services instead of switching to the competition, you must use advanced tools provided by an online survey software provider that will allow you to create effective customer satisfaction surveys to collect customer feedback. Feedback can be used to better shape your strategic business and marketing plans. Continue reading
In this economic climate, starting a business can be a challenging and daunting undertaking. However, it is certainly not impossible to do. As you begin writing your business plan, think about incorporating a good survey software tool into your overall plan to create research surveys. Conducting research surveys will help you initially gather data about the environment or location of where you want to start your business; potential customers/clients; trends; current competition; consumer needs; and much more. As a long-term strategy, a business should utilize survey research as an effective way to collect and analyze data on a regular basis. Continue reading
Many, if not all, industries use customer satisfaction surveys to gather customer feedback. Survey data from customers is used to plan, formulate strategic business strategies and solutions, and make informed business decisions, which improve overall performance. At times, it can be a difficult and laborious task to develop and execute an efficient process of surveying large numbers of customers in a way that produces meaningful results. To get the most use out of your survey research, prior to administering a customer satisfaction survey that targets a sample of customers, take the following factors into consideration: Continue reading
Are you stumped for product & service ideas? If your answer is yes, you’re not alone!
Economic changes have forced businesses to develop long- and short-term strategic business strategies in order to remain successful, which has created an environment of fierce competition. Now more than ever, it is important to stay well-informed of consumer behaviors, industry changes, and evolving trends in order to create innovative and cutting-edge products and services that give your company a competitive advantage over the competition.
Here are five strategies you can use to expand your product & service offerings in ways that appeal to your customer base, create actionable results, and yield increased sales. Continue reading
How do you pick a good email subject line for your survey email invitations that grabs your target populations’ attention and convinces them to open and complete your online survey? Whether you are asking your audience to complete a customer satisfaction survey, rate a product or service, or take part in a health research survey, a well planned email subject line will have a big impact on your response rates. If you don’t create a compelling subject line, your sample will not open your email invitation, and you will jeopardize your survey response rates. Even if you have high-quality, meaningful content in your email, how you word your subject line can make or break your efforts.
As with formulating survey questions, it is important to keep your subject lines free of jargon. Be sure to create subject lines that are in-line with your target audience. Don’t use abbreviations, acronyms, kitschy words, or market/industry specific terms. Using terms in your subject line that are more targeted to your respondents’ interests will likely have a positive effect on your survey response rates.
Here are some quick resources you can use to pick a good email subject line. Continue reading
Image maps are a great way to capture responses for an online survey. They can take a complicated question and make it easy to read and fast to complete, by having the respondent interact with an image rather than long strings of text. Continue reading