In a world of 24-hour service, customer service remains a top priority for organizations. Customer service levels not only measure how someone has built up their business, including the hard work they have put into growing their product, but also their capability of meeting the customer’s needs. Meeting (and exceeding) the needs of a customer is a fundamental way companies can both build a solid reputation in their community whilst maintaining their existing client base.
But how do you remain at the top of the field when it comes to customer service? Being driven by new technology, forward-thinking and employing a hardworking staff definitely helps – however, it is ultimately up to the customers to decide which direction a business goes; without monitoring customer satisfaction, it is very possible a company could fail regardless of how great their product or service is.
Based on high demands from customers, it is extremely important for businesses to put in the time and effort to learn and measure customer satisfaction. One of the easiest ways of doing this is to set up a customer service review. Reviews are an excellent way of gauging customer fulfillment and can be submitted anonymously, which offers the customer a sense of trust and enables them to be completely honest in their representation of the service they have received.
Additionally, many organizations are implementing customer phone and web reviews to further garner feedback on their service. Customer phone reviews are a key way of learning how others view an organization and can be conducted anonymously, while customer web reviews allow clients to submit feedback on their own time and can be completed over the course of a few hours or days.
For many, while customer feedback provides valuable insight on whether and to what degree an organization is meeting the needs of their clients, it can be difficult to determine the best course of action that should be taken in regards to setting up a successful customer satisfaction strategy. Knowing how to properly implement customer satisfaction metrics can help a company make the link between the customer experience and using it to drive revenue.
Join us on Tuesday, January 27th, at 11:00am CST, to hear from Jean Mork Bredeson, President of SERVICE 800, as she shares practical techniques on making this connection, as well as how to use service delivery metrics to accomplish real revenue impact.
* This article was written in coordination with Allen Bredeson from SERVICE 800