How to achieve customer satisfaction and not die trying:
We move in changing environments, we no longer live in an era of change but a change of era, a new revolution both at an industrial level and in new ways of communicating, social networks, new technologies, information on the Internet about our company and the competition, this means that only those who best adapt to these changes can survive and the way to achieve customer satisfaction is no exception.
The customer values three important points: PRODUCT , PRICE and SERVICE ; today's customer is no longer satisfied with a good product/price, the customer buys an EMOTION , an EXPERIENCE , SENSATIONS , when customers buy they are in contact with their emotions, they are the precursors of any rational decision that the customer makes in 2.5 seconds, and as M. Demelza comments in one of her articles on Neuromarketing , without emotion there is no attention; without attention there is no memory and what is not recorded on people's hard drive does not exist.
We must make a DIFFERENCE with our competition; we must be kenya phone number excellent in terms of customer satisfaction and experience , which is vital for the survival and growth of our company.
"Either you fall in love or you're cheap, Victor Küppers"
But what exactly is customer satisfaction?
Our client has placed high expectations on our brand/product, and the level of customer satisfaction will depend on whether or not our entire organization meets these expectations.
Achieving excellent customer service will give us advantages over the competition, generating benefits such as:
– Achieve a bond of commitment between the company and the client in the medium and long term, since it costs between 6 and 7 times more to get new buyers than to keep a current one.
– Avoid losing customers
– Extend the commercial route to ensure our profitability and customer return
Customer service is not a department, it is an attitude
We must therefore raise awareness of its importance throughout our organisation, starting with building employee loyalty and continuing with organisational processes that allow us to achieve our objective, taking into account the following factors:
1.- HUMAN FACTOR:
– Work environment
Have you checked the climate in your company? Is it stormy, cloudy or sunny? The growth of productivity in organizations largely depends on the working climate. Currently, nearly 78% of employees would be willing to change companies.
There are several reasons for this, including a lack of involvement and recognition, very little knowledge of what is expected of each of them and the absence of clear objectives, among other factors.
To improve some of them it is essential to generate COMMITMENT and it can only be accessed if we have worked on the following points:
TRUST is the most powerful tool , it means that responsibility has been placed on the learner and he or she is given autonomy in his or her work.