This study confirms some very interesting data about customer satisfaction and how it affects revenue for businesses. Organizations that reached a 90 percent plus customer satisfaction rate achieved an annual 6.1 percent in service growth. They also enjoyed a 3.7 per cent growth in overall revenue and an 89 percent level of customer retention. While that is probably not completely surprising, it does very much highlight the importance of customer satisfaction in sales and marketing.
Studies show that there is a link between customer satisfaction and the growth of a company. It plays a major role in repeat business and building a loyal customer base. For this reason, establishing a good relationship with your customers should be a top priority for all companies. Consumers have more choices today than ever before, so they are more particular about which companies they choose to use.
When customers receive excellent service and are satisfied with their overall experience, they continue doing business with that company. Consumers want to feel appreciate and know that you value their business. They expect more from companies than they used to and if they don’t feel like you appreciate them or if they have a bad experience, they will not return. Common sense, right? Well, why do so many companies struggle in this area? Maybe they are just overlooking the obvious in their quest to the top. Whatever the reasons, if you want to learn from this study and improve your own customer relations, here are some tips.
Establish a Good Relationship with Your Customers
Establishing a good relationship with your clients is part of providing excellent customer service. There are several ways to accomplish this goal such as taking advantage of every encounter you have with a customer. Always remember that each customer will remember the last transaction or business encounter they have with your company. Just one negative experience can send your customers to the competitor, so always thrive to make a positive impression.
Studies show that customers want and expect timely responses when they have questions or when they encounter a problem. For this reason, you need a system in place that will allow you to provide speedy service when there is a problem.
You can learn more about the results of these studies and ways to improve customer service by reading this Institute of Customer Service post. It talks about using tools to evaluate customer relationships along with other ways to enhance the customer experience.
Customer Service Training Is Vital
All employees in every area of your business should receive training on how to provide good customer service. Don’t just assume that everyone knows how to treat customers because their idea of good service may not be the same as yours. In addition, you need a system and one set of rules for everyone in your company to follow.
There’s more to providing good customer service than just saying thank you and have a nice day. They can tell if someone is reading from a script or if they really care. Proper training will teach employees how to actively listen to customers and anticipate their needs. It will teach them how to show empathy while still maintaining professionalism.