Isn’t that true of every business? Customers don’t come back to you unless they are happy with the benefits they receive from you; happy with the return for the money they have spent; happy with the relationship with you and your people, etc. When all the boxes are ticked then they’d be mad to go to anyone else.
Raving fan customers, Ken Blanchard (the famous management guru of One Minute Manager fame) calls them. Customers that beat a path to your door and seek you out to buy from you; that’s what you want and the easier you make that, the more of them will come to you, more often and buying more each time. Repeat business soars when Customer Satisfaction has become a delight and you have raving fans.
So how do we do that? Well, it certainly can’t be achieved without knowing our customers! It’s our customers’ wants, needs and business pressures that drive their desires and expectations of our products and services. So we need to clearly understand those desires and expectations so we can satisfy them and exceed their expectations.
How do you turn a dissatisfied customer into a satisfied customer? Or even a satisfied customer into a very satisfied customer?
How do YOU measure your Customer Satisfaction?
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