Sue T.
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What do you do? Remove doubt ... :) Follow up, ask them if they are satisfied with what they are receiving and then ask what else they may be looking for. "How can I assist you more?" Open the doors to feedback from them on any improvements etc., customer service is highly important. When I coach some one I send them an e-mail the very next day to cover the topics and then confirm what actions they have decided to take or the outcome of the session. Attention, Attention, Attention ... people have needs ... in this world of computerized answering systems it's nice to speak to a real person not e-mail or an answering system ... personalized attention. Follow ups are highly important. If you are unable to do it by phone? Do send the e-mail. Communication, communication Communication... howz that? :)
> Eric Sohn wrote:
> Sean -
>Thanks for bringing up this topic. Facts on customer satisfaction:
>
>- It costs 5x as much to acquire a customer as retain one
>- 96% of unsatisfied customers say nothing to you
>- Loyal (not satisfied) customers tell 1-3 others; dissatisfied customers tell 7-10 people
>
>So, what do you do to create loyal customers? What could you do to achieve the next level of satisfaction and loyalty?
>Coach Eric
>> Sean Failla wrote:
>> Eric,
>>
>>The one thing I don't miss about the corporate world is the lack of focus on customer satisfaction in the attempt to "get a deal and move on". While profitability is important to satisfy Wall Street, it is more important to focus on customer satisfaction especially during weak economies. Based on my almost 20years of experience, customers are always shopping around. What's the old saying, "it takes years to develop a good customer and seconds to loose one". It takes greater effort to maintain a customer than it does to get the deal. Communicate often!
>>
>>Sean
>>
>>> Eric Sohn wrote:
>>> Hi, faithful BBFFU'ers -
>>>Does the need for "fixing" things now impact the quality of your business results? Does it change how you feel about working in your business? Please give examples.
>>>And, most importantly, how might you change the way you work to better balance the need for speed with the need to produce the best result for you, your business, your customers and other stakeholders?
>>>Coach Eric Private Reply to Sue T. (new win) |
