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How can Customer Satisfaction Studies support Business [5 Critical Ways]

How can Customer Satisfaction Studies support Business [5 Critical Ways]

Do you have a comprehensive Customer Satisfaction program (CSAT program) to enhance and support your business? Your answer can be “ Yes” or “No” , but it makes a compelling case to consider,

-          What are you doing to understand if your product/service is meeting customer expectations and the perceived value they draw from it?

-          Are you considering how occasional feedbacks are helping you to strategize and plan your deliverables? Or

-          Are your Customer Satisfaction (CSAT) studies helping you to gather a holistic picture and insights to create a competitive edge for your business?

-          Are your Customer Satisfaction (CSAT) or feedbacks supporting you to retain your customers?

-          How many customers make a conscious choice of buying from you and making sure that they bring their peers along?

 If your answer to most of these questions is "NO", it's a high time that you consider a CSAT program to support your strategy, decision making, and your business "Unique Value Proposition or USP".

STELLAR CUSTOMER EXPERIENCE

STELLAR CUSTOMER EXPERIENCE

90day strategy to close 2018 with some Action!

30days - Build your customer story.

Before you want to start make sure you have weighed options of whether you want to drive it internally or hire a third party. Either ways, the objective is to have substantial data and information in hand to know current state and opportunities to grow. This is how you get started:

Want to drive it yourself

  • Conduct or review your recent customer surveys, service logs or CRM data can help you find low hanging fruits.

  • Talking to employees and listening to reasons causing frustration in their day- to-day work while dealing with customers. Their experience counts in overall customer experience

CUSTOMER EXPERIENCE MANAGEMENT TRENDS FOR 2018

When globally, 75% of companies want to work on customer experience, it is becoming a long term value creation model which is sustainable, equitable and shall build gains for all together.

  • Top management alignment/greater focus for Customer Experience Strategy
    Customer Experience Strategy comes through the customer focused culture. Thus, top management with an infectious attitude towards creating a powerful customer experience can lead a company towards growth and financial success. Forrester reported this year that the top three challenges for a customer experience program include organizational culture (54%), organizational structures (45%), and processes (41%), and thus more focus on internal customer.

CUSTOMER EXPERIENCE MANAGEMENT THROUGH CUSTOMER INSIGHTS

CUSTOMER EXPERIENCE MANAGEMENT THROUGH CUSTOMER INSIGHTS

Customer Experience Management through customer insights supports evidence based decision making to create value both for the customers and the business. In this digital age, Customer insights become more valuable as it aids to further the engagement and deepen the relationship between the organization and the customer.

Customer insights can support your business,in