Does Customers Satisfaction truly add value to your business?!
The customer journey plays a significant role in the perception of a business, leaving a lasting impression that can have both reputational and commercial value. Make a mess of it and you will pay the price.
Monitoring and analysing customer satisfaction can be complex, but it is crucial not to leave improvements to chance. Having a strong understanding of interaction points in your customers journey along with establishing consistent and reliable data points to track satisfaction levels is critical.
In addition to your playbook consider the following when considering how to influence customer satisfaction:
- Statistics – There is an abundance of studies demonstrating what excellent customer satisfaction creates. All point to customers confirming service is important in their brand choice and those business who do embarrass are 73% more likely to see increased revenues. Forbes have produced a fantastic article with incredibly powerful stats on what excellent customer service delivers from a variety of different studies.
- Change – It is often the small changes which create the greatest difference. Being able to monitor and understand what the changes are doing to improve experiences is both powerful and key for colleague assurance and moral.
- Colleague Impact – Do not underestimate the value of a positive customer journey will have on your colleagues. Imagine your days moving from a continuous stream of dissatisfied customers to one where your customers are content or even delighted.
- A Fresh Set of Eyes – Whilst you will know your business inside out, collaborating with a third party can independently review you customer satisfaction measures and customer journey will help provide alternate perspectives and solutions that may not have been considered.
The next part in our series looks at the benefits and pitfalls of Digital Transformation within your business.
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