Customers are at the forefront of everything we do, but their behaviours are changing. They expect more, faster and simpler, than ever before.
To ensure their needs are being met, it is essential to review the quality of your service through your customers’ eyes, and here’s why:
Insights are key
Although today’s customer is busier than ever before, they care about the service they receive and are often willing to provide feedback voluntarily. This is a great opportunity to gather insight at a minimal cost and gain views from your end user, which is the most valuable source you can get.
Stay ahead of the competition
Nowadays customers are spoilt for choice and competition in the market is strong. A simple way to gain an edge is to know exactly what your customers want. Surveys and ‘how did we do’ cards help gather this information and if an incentive is attached they are often more likely to respond.
Lastly, research shows a direct link between customer satisfaction and customer loyalty. So listening to your customers thoughts will improve on the service you provide and as a result they will be more likely to stay with your brand. Satisfied customers also recommend a service more frequently and in a much more positive light.
The key thing to remember is to act on the feedback given and take it seriously, as not doing so could lead to your customers feeling de-valued.