Importance of

Customer Satisfaction

At the end of the day, it all comes down to treating customers like humans.

Wooing a person of your dreams and scoring

a new account – there’s no difference!

The Goal: Loyalty is a worthy goal

Satisfaction

We all look for satisfaction, even your customers do.

The key here is to keep delivering the same quality value

or even better.

And hence, build loyalty.

How to make sure your customer is satisfied?

It’s simple: aim at getting constant feedback!

A Simple Way to Customer Satisfaction

Follow-up with transactional satisfaction review to clarify or rescue any dead-

end.

How to get a comprehensive overview

• collect ratings

• divide number of satisfied responses by total number of responses

• multiply it by 100 (i.e.: 82 Satisfied Customers out of 100 Total

Responses = 82%).

This number is typically referred to as CSAT.

Benefits of measuring NPS

Even if you don’t interact with your customers

directly, asking them about their opinion of you

fosters good will.

Satisfied customers

are more likely to

recommend you in

their network.

Asking this question

alone, makes a lot of difference

Happy customers continue to

buy from you.

Keep in mind that it’s 6 times

more expensive to woo a new

customer than it is to retain an

existing one.

Asking this question

alone, makes a lot of difference

Grumpy customers are a handful. Better avoid generating

them by providing the kind of support that makes them

satisfied.

Read on here.

Asking this question

alone, makes a lot of difference

We pick companies because of their products,

but we often leave them because of

theirs service failures.

Matthew Dixon, Nick Toman, Rick Delisi

THE EFFORTLESS EXPERIENCE

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@nice_reply

Katarína Kasalová

katarina@nicereply.com

Support

contact@nicereply.com

www.nicereply.com