25 Oct 2018
Discover how customer feedback is crucial for every department in your company, driving growth, improving services, and boosting profitability. Learn why listening to your customers is key to business success.
Assessing customer satisfaction is relevant to all employees, as customer feedback benefits everyone in the company.
Gathering customer feedback and incorporating it into your business strategy should be your priority, regardless of your role in the company. Assessing customer satisfaction is relevant to all employees, as it provides opportunities to build and strengthen relationships with them. Satisfied customers are also directly linked to the company's success.
By asking customers about their satisfaction with your company, you will associate your brand with customer care. This puts you a step ahead of the competition and improves the operational efficiency of the entire company. Ultimately, all of this translates to higher profits. This time, we will highlight the advantages of obtaining feedback for four departments within a company: Management, Development, Marketing, and Operations.
Efficiency, profitability, customer retention, customer loyalty, customer satisfaction... These are just a few metrics you likely already track, and which, if yielding good results, contribute to the company's success. Check the indicators for your business. High customer satisfaction definitely impacts the most important metric for you: profitability. With the help of feedback, you will identify the stars of your company – employees who strive the most for customer satisfaction. You can reward them and thus communicate to other employees that it is worth the effort. And what if not all feedback is positive? You will receive feedback in real-time, giving you the opportunity to react promptly to potential mistakes. The sooner you discover the reason for a customer's dissatisfaction, the sooner you can resolve it and increase customer satisfaction. Feedback will provide you with good insight into growth opportunities for your company.
You probably often wonder what makes your company stand out from the competition. How to upgrade your product or service to make it even more attractive to customers. And who knows this better than your customer? In their feedback, customers often highlight the reasons why they chose your company, and often also hint at what would be needed to make them even more satisfied. If you consider their feedback in the development of products or services, you will certainly influence greater customer satisfaction. By proving that you listen to your customers, you will build an even closer relationship with them. This means greater loyalty, and the logical consequence is increased sales of your products or services.
Your customers have more offers and options to meet their needs than ever before. Convincing them with your brand is becoming increasingly difficult. However, if you decide to gather independent feedback that attests to the quality of your product or service, you will convince them more easily. More precisely, it will be other customers who are satisfied with your company that will convince them. You can publish acquired testimonials in sales materials, proposals, or brochures as proof of your credibility. You can also post them on your website or social media. Your potential buyers will trust the words of your customers much more than what you say about yourself.
Sometimes your employees waste time on things that are not most important to customers, and dedicate too little time to those that truly make a difference in the eyes of customers. Your customers are best able to identify both types of tasks, if you ask them about their satisfaction. Find out how they perceive interactions with your company and what needs to be done to make them even more satisfied. The mere fact that employees will invest time in the right tasks will positively impact their productivity and satisfaction.
We have highlighted four departments, but we firmly believe that increased customer satisfaction benefits everyone in the company. Decide to gather feedback yourself and see for yourself! Write to info@artur.com for a free trial of the Artur system.