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Tag Archives: customer needs
5 Tips for Handling Customer Complaints
The customer is not always right. In fact, it’s amazing how often customers are wrong. But your goal as a company is to make sure that every customer, no matter how wrong they may be, is treated as well as possible. You can’t make everyone happy, but you can make everyone as happy as possible. How your company handles customer complaints plays a big role in that. Read more…
Universally vs. Subjectively “Bad” Customer Service
Ideally, your goal is to teach your staff not just how to provide good customer service, but how to avoid universally bad customer service. But what’s clear is that customer service is always going to be viewed subjectively, so while you should always avoid universally bad customer service and try to teach employees how to provide useful service to the customers, one should never expect that the type of service you’re providing is perfect, because you never know how someone is going to view that service subjectively. Read more…
Why Not to Underrate Maintaining Customer Service Scores
If you work on customer service, it’s likely that your company is going to plateau. Once you plateau the natural reaction is to keep your customer service as is. Instead, however, you may want to continue to improve your customer service in order to maintain your scores. Read more…
Integrating Spending With Customer Loyalty
Loyalty is vital for the success of your business, but only if the loyal customers are also the customers that are spending money. The customers that spend very little money but come back to your store regularly, as well as the customers that feel entitled (overusing your services and/or asking for discounts often), are not nearly as valuable. You want loyalty, but you want loyalty from the customers that are consistently spending money at your company. Read more…
What is the Customer Always Right About?
The adage “the customer is always right” is, to put it lightly, wrong. When your customer thinks you had a price that wasn’t offered, or your employee made a look they never made, or that they were told something they were never told, they’re wrong. Customers are people, and people are not infallible. Read more…
3 Thoughts on Bonus Related Employee Compensation for High Satisfaction
If employees are not given a reason to be motivated, they will not show the commitment to improving satisfaction that you need in order to see a difference. Bonuses are easily one of the most effective ways to do this – by providing a bonus to employees based on customer satisfaction scores, employees know that their hard work will be rewarded if they display a customer-first strategy. Read more…
How Are Employees Motivated to Your Customer-First Strategy?
By tying employee compensation to your customer satisfaction efforts, you create an environment that is customer driven, and possibly improve employee satisfaction as well. This type of strategy will help ensure that your employees are as motivated to improve satisfaction in your company as you are.
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Types of Loyalty Part 3
Each one of these types of customers is valuable, and they all have their own degrees of loyalty. You may decide to group your customers or employees into “types” rather than a specific loyalty term, but in the end you’re still measuring the loyalty the customer shares with your company. Read more…
Questions to Measure Upsell Ability
Customer loyalty is an important part of business, but its importance is based on how likely the customer is to continue to purchase from your company – especially in the near future. Rather than assume that your high satisfaction customers are going to continue to make purchases, do a little research, see where your company stands, and use that information to guide future business decisions. Read more…
One Fundamental Issue With Customer Satisfaction Data
Customer satisfaction has long been an important measurement for understanding your business. It is designed to help companies discover when there is something wrong with how customers view their products and services, and ensure that you are not losing customers because they are not receiving the satisfaction drivers they need. Read more…
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