If you're like most business owners, you probably think you have a pretty good idea of how satisfied your customers are. But what if you're wrong? A recent study by the Temkin Group found that almost half of all businesses (42%) underestimate how satisfied their customers are.
You've probably heard that it's important to keep your customers happy. But what does that mean exactly? And how can you make sure your customers are satisfied? One way to find out is by taking the customer experience assessment. By understanding where your strengths and weaknesses lie, you can work on improving the customer experience and retaining more customers in the process.
A happy customer tells 3-5 people about their experience with your business. This is why it’s more important than anything else you say, or do to get them to become a customer of your business.
The more satisfied the customer, the longer they are likely to stay with you, and the more positive word-of-mouth advertising they are likely to generate about your business. Without satisfied customers, you don't have anything to sell. Nor do you have any way to grow your company using word-of-mouth advertising. Keeping this in mind - it should be evident that customer satisfaction is paramount.
The Customer Experience Assessment is actually a methodology through which businesses can unlock the value of communications, both internal and external. Experience design consultancy experts have often debated the value of "talking to customers" in an effort to understand their needs, wants, desires and pull insights from ongoing conversations.
However, this debate has always been characterized by two opposing camps; one which advocates for quality conversations with individuals who are closest to the customer's pain points (a la Net Promoter Score) and another that favours larger sample sizes within defined groups (which essentially put everyone online at arm's length).
Do you really know your customers? It's good for businesses to be aware of their clientele and what they like. Without this information, it is difficult to gain the idiosyncratic needs that will satisfy your customer base. You need to know who you're catering for and what they want in order to best please them, as well as constantly maintain a level of service so as not to lose them.
Do you consider customer feedback? Customer feedback is your key to understanding what they want and love about their shopping experience with you. People prefer when retailers take the time to ask them what went wrong with their purchase and find ways to fix it rather than just announcing things will be better next time. When customers feel listened to, they gladly chip in on operational improvements too."
Did you make a customer experience map? A customer experience map is a graphical depiction of the timeline, emotional state, and various movements that the customer goes through during an interaction with your product. This visual representation helps stakeholders to see where the disconnects are, so it becomes easier to identify which pieces of customer interactions need an overhaul or revision.
Do you take care of employees' experience? Employee experience is important because people make companies successful. They represent the organization to their customers and add creativity, innovation and positive energy to the company culture. Your employees can also help you create your customer service strategy by giving an insight into what really makes for effective support in regards to knowledge, kindness and empathy.
Do you use NPS? It is important for firms to turn satisfied customers into loyal, lifelong advocates. You don't want to end up with only numbers of "likes" and not be able to measure its effect on your brand or revenue. KPIs can be turned around very quickly in order to measure customer sentiment via surveys that reliably quantify the positive change in attitude towards your firm after interaction with your service/products.
The customer experience assessment is a way for you to find out how satisfied your customers are. It will help improve the quality of their interactions with your company, and it can also lead to increased sales down the line.???????
