Customers are very complex beings when you look from a business point of view. Every day you take a look into the market, you find out new phenomenons being in practice.
However, our experts have spent a long time in the customer management industry. And if we were to jot down a few lessons from their experience, that’ll be these;
1. Time is everything
In the arena of customers, time is money. If a customer puts up a query in front of you and you don’t respond to it in time, you can forget him/her. When someone says that they listen to their customers, it doesn’t indicate their ability to hear; instead, it means that they respond to their customer’s problems and suggestions. Moreover, that reaction needs to be as timely as possible.
2. Behavioral data is better than survey data
Surveys can only show you the numbers and percentages of people who filled up for your questions. However, behavioral data presents you with the real scenario of how people interact with your products/services.
A customer may have said “Yes” for the matter of liking your brand, but it does not indicate whether he/she will actually buy your product/service. Therefore, your study should remain deeper.
3. Try setting benchmarks
Benchmarks are very important for the growth of your business. When you set goals based on your highest yields from the previous years; it gives your business the right direction to move. Your satisfaction scores can serve really well in this regard. They’ll allow you to compare the overall satisfaction of your customers over the years. In this way, you can effectively prioritize the areas of improvement.
4. Don’t rely on satisfaction scores alone
You think your customers are satisfied, so they’ll continue to be loyal? Well, you’re missing a big part of the story then. There are always external factors affecting your customer’s buying behaviors. One of which is, the competitors; competitors are always struggling to snatch away your share of the customers from the market. They’re always trying new measures to win over you and other businesses in the market.
Therefore, your customers may be satisfied and loyal to your business right now. But, if you won’t keep an eye on the market and won’t innovate over time, that satisfaction score is bound to drop down soon.
5. Customer feedback truly helps
Customer feedback is the ultimate yardstick for your business to measure true customer satisfaction and loyalty. It helps you in getting the unfiltered customer opinions about your brand that your sales team may be hiding from you.
Not only that, but customer feedback can also help you in; improving the overall product quality, feature enhancements, employee management, and your overall marketing efforts. It’s the only transparent way of telling whether or not you’re moving in the right direction.
Want to know the 15 Shocking Facts About Customer Feedback? read our previous blog to learn!