Customer satisfaction requires more than satisfactory service
Highlight guidelines that identify appropriate resolutions to common issues to assist employees in both their initial learning curve as well as part of their ongoing development. An extension of that educational process is to depict examples of typical scenarios and suitable end results then practice them in hypothetical settings through small group application exercises. These activities will enhance long-term behavioral modification and reduce turnover.
It has been said that there is no advance without chance and where there’s no guts there’s no glory! Equally true is that insubordination requires ramification! While it can be difficult to exercise authority for noncompliance to customer satisfaction expectations, the impact of not taking action can be insurmountable. Corporate complacency is contagious and when one’s lackadaisical attitude is overlooked, the interpretation by their associates is that it is acceptable behavior. This is devastating to any department and incredibly difficult to reverse.
Benefits of focusing on exceptional customer satisfaction:
It is not the dollar amount that can be saved that counts or even the amount that can be purchased for the amount spent. Ultimately, it is the buying experience that mostly impacts the decision to buy more than intended. Advertisements are inundated with discounts and multi-item incentives, but it is the customer satisfaction factor more than anything else, that encourages a decision to invest in additional items or upgraded features.
More often than not customers will frequent an establishment, even if a comparable product or service can be purchased for less money and/or at a location that is more convenient to get to. Why? Because of the service they receive and their effortless customer experience. This justifies that the value is in the perception, not in what figuratively goes home in the bag.
Word of Mouth Marketing
The best compliment is a recommendation and the most expensive advertising is a bad customer experience that is shared with others. The last loaf of bread at the mom & pop market was dated yesterday. When a shopper inquired about the half-price deal on day-old bread available at the competing grocery store in town, the owner replied that he doesn’t offer discounts like that because his vendor gives him back 80% on leftovers with the next day’s order. That $3.00 loaf of bread gained 90 cents more profit from the supplier than if sold at 50% off to the customer. But how much did it actually cost when factoring in the negative customer experience?
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