Customer Satisfaction
How do customers experience your customer focus?
If you already score above the benchmark for customer satisfaction, why should you change anything about the customer experience? It is a question every business should ask itself if it wants to maintain high customer satisfaction. Set yourself apart by putting the customer genuinely at the centre.
Research shows that most consumers are willing to pay more for a better customer experience. Around the world, companies often put their product or service first, but this regularly comes at the expense of the customer experience. Today, a review can be posted online in seconds, influencing anyone who does even a little research. That is why, in 2020, customer experience is at least as important as value for money for a successful business.
Service or product versus customer experience
When is a customer satisfied? What does a customer really value? And how can you, as a business, anticipate that?
Consider how long a customer is kept on hold, how they are addressed, and whether you remember personal details — such as whether someone has children. It is precisely these human aspects that make a major difference to the experience.
Customer experience says a great deal about what the customer expects, while customer satisfaction is often measured against aspects that matter to the organisation.
Stand out from the competition through customer experience
More and more companies display their customer satisfaction scores on their website — a smart move, especially when the score is high. It shows that customers are satisfied with the service you provide.
Suppose your organisation not only delivers a washing machine to the door, but also installs it. With a competitor, the customer has to arrange this themselves. That difference — however small — leaves an impression. For that little extra service, customers are often willing to pay more for exactly the same product.
Map the customer experience to increase customer satisfaction
Customer satisfaction is easier to measure than customer experience. You ask the customer a number of questions about your organisation and ask them to give a rating. The areas where you score poorly are points to work on. You set goals for them and, step by step, work towards improvement.
Customer experience is more subjective. The right moment to act is crucial here. For example, by giving customers a small token of appreciation each year or showing genuine attention at special moments.
Optimising your customer satisfaction
Do you want to work on the customer experience within your organisation? We would be happy to provide practical guidance. We research your target group: what do they need for a positive customer experience? Where are the pain points and how can they be improved?
Would you like to know more, or are you curious about where your organisation stands? Please feel free to get in touch. We are available by email or telephone for a no-obligation conversation.
Share your opinion
This is my blog about customer satisfaction within organisations. Everyone experiences this in their own way. Would you like to add something, or do you see it differently? Let me know by email!
