Customer satisfaction is a critical concept for customer success professionals to understand and live by, and it's actually about more than a money-back guarantee.Customer Satisfaction Definition for Us
Customer satisfaction (CSAT) is a metric used to quantify the degree to which a customer is happy with our product, service, or experience. This metric is usually calculated by deploying a customer satisfaction survey that asks on a five or seven-point scale how a customer feels about a support interaction, purchase, or overall customer experience, with answers between "highly unsatisfied" and "highly satisfied" to choose from.
When it comes down to it, customer satisfaction is a reflection of how a customer feels about interacting with our brand. And businesses and brands quantify this positive or negative feeling primarily using customer satisfaction surveys. These responses can give you an idea of our average level of customer satisfaction.Why is customer satisfaction so important for us ?
If we don't measure customer satisfaction, we can't identify unsatisfied customers that could churn or leave us negative customer reviews. We also can't identify happy customers you could activate as evangelists or referrers. Finally, we can't predict or prevent customer churn to plan proactively without metrics to analyze.1. CSAT helps us identify unsatisfied customers.
We can't analyze unhappy customers' feedback, or make changes to our product or service to make them happy, if we don't know customers are unhappy in the first place. Make sure we're deploying CSAT surveys, analyzing, and acting on negative customer feedback, no matter how tough it is to hear, as our top priority, so we can prevent them from churning, leaving negative customer reviews, or warning against our brand to friends and colleagues.2. CSAT helps us identify happy customers.
If we don't measure customer satisfaction, we can't identify our happy customers who are finding success with our product or service. And if we aren't prioritizing customer success, odds are, our company isn't growing -- at least, that's what we found in a survey of nearly 1,000 business leaders across industries. Growing companies prioritize customer success, and a key way to identify and activate successful customers is to request customer feedback to identify our satisfied customers.3. CSAT helps us forecast and work proactively.
Without measuring CSAT and similar customer success metrics, it's hard for customer success teams to plan and inform priorities. Without metrics to inform how healthy (or unhealthy) our customer base is, customer success teams can't work with Sales to improve customer expectations, with Product to incorporate product feedback, or Marketing to improve the end-to-end customer experience. Leaders need data and trends to forecast team performance over the next month, quarter, and year to adapt strategy, if needed.
So, there we have it. Customer satisfaction is important because it helps us solve problems, prevent churn, and identify happy customers that can become our advocates and evangelists.
After sales service refers to various processes which make sure customers are satisfied with the products and services of the organization.
The needs and demands of the customers must be fulfilled for them to spread a positive word of mouth. In the current scenario, positive word of mouth plays an important role in promoting brands and products.
After sales service makes sure products and services meet or surpass the expectations of the customers.
After sales service includes various activities to find out whether the customer is happy with the products or not? After sales service is a crucial aspect of sales management and must not be ignored.Why After Sales Service ?
After sales service plays an important role in customer satisfaction and customer retention. It generates loyal customers.
Customers start believing in the brand and get associated with the organization for a longer duration. They speak good about the organization and its products.
A satisfied and happy customer brings more individuals and eventually more revenues for the organization.After sales service plays a pivotal role in strengthening the bond between the organization and customers.
Customer delight happens when we surprise our customer by exceeding their expectations. When expecations are met, we have customer satisfaction. When expecations are exceeded, we acheive customer delight !!
How do we get there? By being human. Listen to our customer and their needs- that's the Key !
Why do we care? Sure, we're inbound marketing pros, but there is something to be said about word-of-mouth marketing.
How Do We Delight Our Customers?
Putting an emphasis on customer delight isn't just about making our clients happy. It's also about acheiving greater ROI for our own business. Considering this...
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