Employee Satisfaction Produces Customer Loyalty
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. This creates a more satisfying customer experience, increases customer loyalty, and ultimately drives increased profitability. Conversely, low employee satisfaction and overall low employee morale can negatively effect company operations greatly, causing dissatisfied customers and hurt profitability.
Any business, including your business, needs to focus efforts on front-line service staff – those employees that have direct, daily contact with customers. The connection between front-line employees and customers should be at the center of management attention. Managers need to take into consideration the additional factors that yield profitability at every level in the organization, including: investment in good, quality workers; technology that supports front-line employees; concrete recruiting and training practices; and compensation linked to employee performance.
Take customer satisfaction into consideration when developing strategic business decisions.
The most efficient way to measure customer satisfaction is to develop customer satisfaction surveys with the help of a good survey software solution. An advanced survey software solution can manage multi-mode survey research methods – produce the same survey in different formats; including online surveys, mobile surveys, paper surveys, and more – depending on the best method to reach your target customer base. Customer satisfaction surveys are designed to give you anonymous and unambiguous insight into your customers’ thoughts and perceptions pertaining to your products, services, programs, and your organization as a whole. They can also provide valuable information leading to what needs to be changed in order to retain lasting customer relationships.
Use online customer surveys to gather information to create effective marketing plans
The key to effectively marketing to customers is to know your customers. Your customers are your target audience and knowing your target audience inside and out gives you insight into their needs and wants. If you know what they need and want, you can develop marketing strategies that clearly communicate your important marketing messages. It seems like pretty simple, basic stuss, right? But the hard part is figuring out exactly what your customers want and expect from your products and services. How do you gather that information? Continue reading
10 Issues to Consider when Designing Online Surveys, Issue #6
We are into week two in the Snap Survey Software blog series concerning the 10 issues that can occur in online survey design. We move on to issue #6.
Issue #6: Information accuracy
As mentioned previously, some survey questions yield more accurate results than others. Survey respondents can easily and accurately answer straightforward demographic questions about their gender and age, however, when it comes to attitudes and opinions on a particular subject, some respondents may not have a clear answer.
Attitudes and opinion questions should be phrased in a way that best represents how survey respondents think and speak about a particular subject. In some cases, certain online survey questions need to be skipped when they do not apply to the respondents’ experiences or they are irrelevant to the respondent. Continue reading
As National Customer Service Week comes to a close, we leave you with this question to ponder: Is customer service the most significant success strategy for business?
Is the face of customer service changing to become a defining business strategy for success? Many can argue this case. But what is true is that technology has changed all aspects of business, especially in the ways in which we communicate. Research has shown that social media has elevated customer service from a supporting role to a key business driver. More specifically, it is the growing consumer use of social media that has elevated customer service to such prominence in the business model. Continue reading
What do your customers see and experience?
As we continue to recognize National Customer Service Week, we invite you to view an interesting blog post by Sam Fiorella, Chief Strategist at Sensei Marketing. Do you know what your customer doesn’t see? Sam gives us an interesting customer perspective – what they really see and experience.
Your customer does not see how unrealistic their demands are. They see how you respond.
Your customer does not see your profit and loss statement, nor do they care. They see their shrinking wallet and what you plan on doing to help them with that.
Your customer does not see the price of a product. They see the value it gives them.
Your customer does not see the volumes of transactional and demographic data you’re collecting. They see that you’ve offered a product that you’re overstocked on rather than a product they need.
Your customer does not see the 754 unread emails in your inbox. They see your attempt to reach out and just say “hello”. Continue reading
National Customer Service Week, October 1 – 5, 2012
The first week of October marks National Customer Service Week. National Customer Service Week was established by the International Customer Service Association (ICSA) in 1984 and proclaimed a national event by the U.S. Congress in 1992.
“A business built on customer service understands and anticipates the customer’s needs. It designs goods and services to meet those needs and builds products that perform to customer expectations.” – George H. Bush
National Customer Service Week is a time for everyone to increase awareness of the importance of treating your customers well in order to maintain business relationships and increase business interactions. It is also a way to recognize the people who work in customer service to let them know their efforts are valuable and well respected.
Recently, we ran a free webinar titled, How Customer Experience Can Drive Your Organization. On this week of recognition, we invite you watch this fantastic free webinar. Continue reading