The Frank Underwood's Guide to Whipping Up Customer Satisfaction

THE FRANK UNDERWOOD GUIDE TO WHIPPING UP CUSTOMER SATISFACTION THINK OF CUSTOMER SERVICE LIKE TRYING TO WIN VOTES IN CONGRESS. YOU NEED THE BUYER ON YOUR SIDE IF YOU WANT TO MAKE THE SALE. TO GET THE BUYER ON YOUR SIDE, YOU NEED TO PLAY THE GAME. ASK THE RIGHT QUESTIONS, TRACK THE RIGHT METRICS, AND WIN OVER THEM ALL. EXPECTATION VS EXPERIENCE According to a CEI Survey, 86% of buyers will pay more for a better customer experience. 44 KEEPING EXPECTATIONS HIGH IS KEY But only 1% of customers feel that vendors consistently meet their expectations. TO ANY GOOD STRATEGY. THE GOAL IS TO PROVIDE THE CUSTOMER WITH A SATIATING EXPERIENCE. IDEAL EXPERIENCE VS REALITY Asking about your customer's ideal experience will give you further insight into their needs and wants. 16 WHEN WAS THE LAST TIME YOU HAD AN IDEAL I7 -26% EXPERIENCE? IDEAL IS A NONSENSICAL DREAM, AND YET THAT'S WHAT THE PEOPLE WANT. IF YOU CAN DISCOVER THEIR REAL NEEDS AND DELIVER IT, THEY'RE IN THE Only 26% of companies have a PALM OF YOUR HAND. IT ISN'L TERRIBLY COMPLICATED. well-developed strategy in place for improving the customer experience. OVERALL SATISFACTION Provide an open-ended question for customers to respond to. In their answer you want to look for mentions of... Overall Perceived Extent of customer's quality reliability needs fulfilled 1x 96% 91% 96% of unhappy customers don't complain, however 91% of those will simply leave and never come back 6-7 TIMES GENERALLY I DON'T CARE FOR THE OPINIONS OF OTHERS, BUT FOR BUSINESS DEALINGS TO MOVE FORWARD, WE ALL NEED TO BE ON THE SAME PAGE. It is 6-7 times more costly to attract a new POSITIVE REGARD IS THE FOUNDATION customer than it is to retain an existing customer. FOR CUSTOMER LOYALTY. WOULD THEY RECOMMEND YOU TO A FRIEND? 1 THERE'S A FINE LINE BETWEEN PROVIDING A SATISFYING CUSTOMER EXPERIENCE, AND BEING YOUR CUSTOMER'S FRIEND. THIS IS NOT JUST ABOUT RECOMMENDING A PRODUCT. IT'S PUTTING THEIR REPUTATION ON THE LINE FOR YOU. AND REPUTATION. WELL, THAT'S JUST ABOUT EVERYTHING. 73% of consumers trust recommendations /0 from friends and family, compared to.. 81% 49% 39% 36% Brar Oirect Mai Oigital Ad anded App Emails 46 NOT TO MENTION, THE AVERAGE DISSATISFIED CUSTOMER 11 WILL TELL 9-15 PEOPLE ABOUT THEIR EXPERIENCE. THAT'S NOT WORD YOU WANT GETTING AROUND TOWN. WILL THEY COME BACK? At the end of the day, customer satisfaction is one of the biggest influences on whether or not you will earn their business again. If they can do i better, they've got my vote. of consumers began doing business with a 89 7o competitor following a poor customer experience. THE NITTY GRITTY. THAT'S WHAT WE CALL REAL BUSINESS DOWN SOUTH, AND THAT'S WHAT THIS METRIC SETS OUT TO DETERMINE: DO WE HAWE A DEAL SOURCES: http://www.customer1.com/blog/customer-service-statistics http://www.qualtrics.com/blog/customer-satistaction-measurement/ https://econsultancy.com/reports/multichannel-customer-experience-report http://blog.clientheartbeat.com/customer-satisfaction-metrics-6-metrics-you-need-to-be-tracking/ http://www.forbes.com/sites/christinecrandell/2013/01/21/customer-experience-is-it-the-chicken-ar-egg/ http://blogs.forrester.com/paul_hagen/12-01-20-ba reasons_for_not_having achiet_customer_officer http://www.oracle.com/us/salutions/custamer-experience/oracle-customer-experience/overview/index.html? TollFreeforwarding.com BUSINESS WITHOUT BORDERS