If you already score above the standard for customer satisfaction, why should you change your customer experience? This is a question that every company should ask themselves if you want to continue to score high customer satisfaction. Distinguish yourself from others and put your customer first.
Research has shown that?
Most consumers with a better customer experience are also willing to spend more. Worldwide, companies focus on their product or service. This is often at the expense of their customer experience. Nowadays, a review has been posted online like this and is a trigger for anyone who does a little research. That is why in 2020 the customer experience is just as important as the quality and price ratio for a successful company.
When is a customer satisfied? What is important to a customer? And how can you as a company anticipate this? This includes how long your customer is put on hold, how they are served and even if you can remember some personal details about the customer. For example, whether he has children or not. It is precisely these human aspects that have an impact on the customer experience.
“Customer experience says a lot about what the customer expects and customer satisfaction is measured on the basis of elements that are important to the organization.”
More and more companies are showing their customer satisfaction on their website. This is certainly sensible with a high score. This shows that your customer is satisfied with the service you offer. For example, if your organization also offers installation as a service when ordering a washing machine and to your knowledge the washing machine was only delivered to the front door. This is indeed a positive difference. Because of that one extra service, the customer pays a few extra euros for the same washing machine.
Customer satisfaction is easier to research than customer experience. You ask the customer about a number of aspects within your organization and ask them to rate them. Everything where yes scores low is an aspect that you want to focus on as a company. Here you set your goals and you work step by step to improve your company. Customer experience is relative. And especially the moment of approach is very important. For example, that you give your customers an annual bonus.
Do you also want to work on your customer experience within your organization? We are happy to offer you handles. We conduct research into your type of customer. What do they need for a positive customer experience? We discover what the pain points are and how to improve them. Do you want more information about this or do you want to know how things work within your organization? I will explain you in more detail in a non-binding conversation. We can be reached by email or by phone.
This is my blog about customer satisfaction within an organization. Everyone can experience this differently. Do you want to add something to this blog or do you see it differently? Let me know via email.