Putting the customer at the center of the company and implementing customer satisfaction strategy

The arrival of new players

These people are already determined by your work skills as recommended by your networks (professional or personal):

• A strong financial downturn, with significant fundraising, allows sectors to develop rapidly;
• More or less important advertising, which is structured by the ethics of chartered accountants, but facilitated by newspapers following social networks and fundraising;
• A vision based on technological advances in the implementation of digital tools for customers and / or companies.

Customer satisfaction, cheap investment

Companies facing a competition that is difficult to fight in its field should emphasize or put in place a strategy aimed at increasing customer satisfaction.

This requires the implementation of monitoring tools and a system, communication focuses on this option, which becomes a measured goal and is fully integrated into the mood of the organization.

… and profitable

Satisfied customers are guaranteed to keep them, but inviting you to advertise is important in this area, thanks to social networks and to enhance or build a reputable e-reputation without spending a fortune. The goal is to create a new network that allows you to see the new customers coming in, thus avoiding the expected procedures. These individuals are already convinced by your work skills because their networks (professional or personal) recommend.

Steps to implementing customer satisfaction strategy

Select your rating tool and find out where the company is located.

Defining a tool or equipment to assess customer satisfaction is the first step. Among the most widespread, tools that allow you are NPS (Net Incentive Score), CSAT (Customer Satisfaction Score) or CES (Customer Attempt Score). Is it necessary to determine the important stages of customer feedback at the beginning of the work, during the work, at the end of the work?

Once selected, it is necessary to use the tool to find out where the current practice is.

Set goals and interact with teams

Once the results are available, the goal to be achieved can be defined. The most important thing is to communicate it to the teams and create the desire to satisfy the customer so that the whole company is driven by this ambition and each actor plays a role in the search for the actions to be taken to achieve this goal.

Implement concrete, target activities and monitoring results

Once all of this is done, it is necessary to take action at specific points and define their temporary (desire for short, medium or long term impact). It is necessary to monitor the results obtained, the evolution of the statistics in terms of satisfaction and adjust the objectives if necessary.

However, be careful not to fall for too much satisfaction, it will become the enemy of productivity!

Learn from your dissatisfied customers and improve your satisfied customers

Unsatisfied customers often have incredible resources for future improvements and are definitely needed for the development of your practice. So it is good to take their comments often.

For satisfied customers, they play a role in bringing in new customers by turning them into ambassadors for your company, joining partners or advertising on social networks, or why, three!