by Tomas Pouls
“It takes 12 positive service experiences to make up for one bad one and 91% of unhappy customers will never willingly return.”
Across the board, consumers are less satisfied. According to a new report from CFI Group, customer satisfaction with a variety of sectors scored 68 (out of 100), a four-point decline from the previous year.
Here are some easy ways to buck the trends and ensure that your customers are satisfied.
Prospective consumers are universally seeking high value, validation, and engaging customer experiences that they will not forget. This is true whether they are shopping online for clothes, or choosing where to eat dinner. Companies can distinguish themselves by creating personal agendas and messages that make their experiences feel unique. For instance, restaurants can note personal information about returning guests, like birthdays and allergies, that enable them to provide a more curated experience. Similarly, ecommerce sites can stand out by creating personalized landing pages and product recommendations.
Assessing customer satisfaction is critical, whether the feedback is negative or positive. Gauging customers’ authentic reactions is the only way to make customer experiences that are right on the money.
Use a pre-event survey questionnaire to help get to know your attendees better.
Create mid-event surveys after every individual event to evaluate attendee satisfaction. This will enable you to know which features and attractions to keep and which to get rid of the next time you host the event.
Send a post-event survey questionnaire to help gauge the attendees’ overall experience.
Negative feedback is even more beneficial than positive feedback because it helps you understand what you need to do better next time.
Sending your surveys via email or through an event app is the most convenient way for customers to give their feedback, because it allows them to engage on their terms. In addition, follow-up surveys are a natural touchpoint you can use to continue to develop a relationship with your customers.
3. Company Culture
It’s a known secret that the best companies focus on culture, and with multiple communication channels such as social, web chat, mobile, and email, companies should utilize an omni channel approach to connect with their customers and promote their company culture.
In a world where many goods are increasingly commoditized, businesses are leveraging culture to win the hearts and minds of prospects. Consumers want to feel good about where they are buying from, and having a positive culture that resonates with the marketplace is good for internal morale and external sales.
4. Customer Service
Employees should also understand the product inside and out, since nothing frustrates a customer more than a problem that even the customer service team cannot solve. Proactively providing answers to common issues and frequently asked questions lets customers know that a company is committed to their success and satisfaction.
Interested in learning more about how Qstodian is helping companies ensure high customer-satisfaction in the part of their building that counts the most? Shoot us a message to start the conversation!