Help! I'm Hungry

A brief intro on customer satisfaction

Yes, we’re hungry! Hungry to retain and satisfy our customers.

Do you know that you can resolve a customer's complaint and not satisfy the customer?

Resolving a customer's complaint and satisfying customers' needs are entirely different things.

The measure of customer satisfaction is determined by how happy your customer is with your brand's product and services. I recently came across a company whose customer's support team is called “Customer Happiness Team”. Talk about an intentional brand *winks*

For brand growth and success, customer satisfaction is the ultimate focus. From the security at the company, to the front desk officer, down to the manager, all are employed to satisfy the customers. It is only by satisfying your customers that you can retain them and make ambassadors out of them.

A wise man we had on our podcast said; "if a customer is not satisfied, most often than not, they tell 10 people. But if a customer is satisfied, they will tell 1 person who in turn will patronize us." (Listen to our podcast to find out more: https://anchor.fm/cxperts-africa/episodes/Customer-Satisfaction-e1974ca)

I am pretty sure most of us would take the tell 1 person option over the 10 people. I know I would!

To adequately satisfy your customers, there are two very important questions to ask;

• What are the need(s) of your customers?

• How best do you satisfy their need(s)?

Some other questions include;

How efficiently do you address customers’ complaints?

Are you going the extra mile to attain maximum customer satisfaction?

Does your best effort meet and satisfy the need(s) of your customers?

All these questions are customer-centered and so should the answers be. I know you are not a mind reader (you are not expected to be) but being intuitive to the needs of your customer is a necessary skill. Imagine doing your best and still, your best does not meet or satisfy the customers’ needs?

What then could be done to boost customer satisfaction with your brand?

* Ask questions!

Yes! It is that simple. But don't just ask questions. Ask the right questions to the right people.

* Moving forward, you need to ensure that you constantly measure your customers’ satisfaction at intervals. You can conduct surveys and ask for customers’ ratings to evaluate how satisfied they are with your brand. This can help you determine the necessary changes to make and ultimately boost customer's satisfaction

* Another method is Net Promoters Score (NPS) which is a measure of how likely a customer is to refer your brand. This is also a measure of customer's loyalty

Remember, the goal is to give each customer "The WOW experience"

Adios,
Kiki