Customer Satisfaction Solutions

Is improving Customer Satisfaction important? Most respond ‘Yes’ to this question. However, what is seldom recognised is that when you are achieving around 80% customer satisfaction, it’s simply not enough. Why? Because dissatisfied customers, on average, tend to tell four times as many people of their experience compared to satisfied customers. The subsequent reputation you then build on 80% satisfaction results is split 50-50 – is this adequate for competitive advantage? How did we work this? Imagine you have 10 customers, 8 are satisfied, 2 are dissatisfied. The 8 satisfied customers tell 1 person each. The 2 dissatisfied customers tell 4 people each. Subsequently, 8x1= 8 prospects have been given one view Versus 2x4= 8 with an opposing view – that’s 50/50 subsequent reputation! By the way, statistics indicate a satisfied customer tells 5 people on average, while a dissatisfied customer tells 19 people – 19/5 rounded up, indicates four times as many are informed by dissatisfied customers High customer satisfaction is particularly important. It generates the three vital ‘R’s - Referrals, Repurchases and Reduced cost of service. These benefits can make a difference between you and your competitors. Then, in your business, is customer satisfaction wishful-thinking, window-dressing, or a winning-strategy? We can help you with customer satisfaction solutions: Create a winning Customer Satisfaction Strategy Integrate Customer Satisfaction into the Management System Drive Customer Satisfaction with a Balanced Scorecard Customer Service facilitation using best practices Develop a Customer Centric organization To let you explore the possibilities without obligation, we offer one hour of free consultation by telephone or email. We value your privacy and will not give your email or personal information to any party. Please contact Fred Mehta: fmehta@customersatisfactionsolutions.co.uk	Competition compels organisations to increase customer satisfaction. The latter requires a comprehensive customer satisfaction strategy which includes executive commitment, customer satisfaction surveys to identify and acquire competitive advantage, good customer service and timely complaint handling. It also requires a shared vision which takes everyone along....

Is improving Customer Satisfaction important?

Most respond ‘Yes’ to this question. However, what is seldom recognised is that when you are achieving around 80% customer satisfaction, it’s simply not enough.

Why? Because dissatisfied customers, on average, tend to tell four times as many people of their experience compared to satisfied customers. The subsequent reputation you then build on 80% satisfaction results is split 50-50 – is this adequate for competitive advantage?

How did we work this? Imagine you have 10 customers, 8 are satisfied, 2 are dissatisfied. The 8 satisfied customers tell 1 person each. The 2 dissatisfied customers tell 4 people each. Subsequently, 8x1= 8 prospects have been given one view Versus 2x4= 8 with an opposing view – that’s 50/50 subsequent reputation! By the way, statistics indicate a satisfied customer tells 5 people on average, while a dissatisfied customer tells 19 people – 19/5 rounded up, indicates four times as many are informed by dissatisfied customers

High customer satisfaction is particularly important. It generates the three vital ‘R’s - Referrals, Repurchases and Reduced cost of service. These benefits can make a difference between you and your competitors. Then, in your business, is customer satisfaction wishful-thinking, window-dressing, or a winning-strategy?

We can help you with customer satisfaction solutions:

Create a winning Customer Satisfaction Strategy
Integrate Customer Satisfaction into the Management System
Drive Customer Satisfaction with a Balanced Scorecard
Customer Service facilitation using best practices
Develop a Customer Centric organization

To let you explore the possibilities without obligation, we offer one hour of free consultation by telephone or email. We value your privacy and will not give your email or personal information to any party. Please contact Fred Mehta: fmehta@customersatisfactionsolutions.co.uk

Competition compels organisations to increase customer satisfaction. The latter requires a comprehensive customer satisfaction strategy which includes executive commitment, customer satisfaction surveys to identify and acquire competitive advantage, good customer service and timely complaint handling. It also requires a shared vision which takes everyone along....