How do you identify areas for improving client satisfaction?

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Client satisfaction is crucial for building long-term relationships, increasing referrals, and boosting your reputation. But how do you know if your clients are happy with your service and deliverables? And how do you identify areas where you can improve your client relations skills and processes? In this article, we will share some practical tips and tools to help you measure and enhance client satisfaction.

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Pranav Zunjarrao

Senior Consultant at Ernst and Young, Government & Public Sector Services
Deborah Bailey

Experienced Head of Digital | Loving My Wonderful Clients | Consultant | Mentor
Iftikhar Hassan

More than 20 years experience-Product Development-CX Strategist-Capital Markets-Retail Brokerage-Branch Network

1 Set clear expectations

One of the key factors that influence client satisfaction is how well you communicate and align your expectations with theirs. This means defining the scope, timeline, budget, and quality standards of your project, as well as the roles and responsibilities of each party. It also means setting realistic and achievable goals, and managing any changes or issues that may arise along the way. By setting clear expectations, you can avoid misunderstandings, conflicts, and disappointments, and ensure that your clients know what to expect from you and vice versa.

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Pranav Zunjarrao

Senior Consultant at Ernst and Young, Government & Public Sector Services
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It is important to understand this optimization of clients satisfaction since there is a complicated and ultimately negative relationship between clients satisfaction and market share. That is, while high and improving satisfaction in smaller companies drives market-share growth, maintaining high satisfaction once the market share is larger becomes more difficult.This is because with a larger market share typically comes a more heterogeneous customer base and more diverse customer behaviors, which makes delivering high satisfaction more difficult. Hence it's a strategic Asset.

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Deborah Bailey

Experienced Head of Digital | Loving My Wonderful Clients | Consultant | Mentor
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Talk to customers - this is a simple one. Hold focus groups and talk direct. Ask for suggestions on social. Hotjar is amazing to monitor any frustrations with UX and for mini questionnaires.

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Iftikhar Hassan

More than 20 years experience-Product Development-CX Strategist-Capital Markets-Retail Brokerage-Branch Network
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In Stock brokerage industry in Pakistan (still a proprietary business instead of corporate), there was no concept of client satisfaction, however the then market leader in terms of client base and big heart to take a leap of faith to innovate started focusing on customer support and developed a fully functional customer support unit (first of its kind in the industry in 2004), equipped with IVR etc. This customer support / inbound outbound call center actually helped customers identify what they could and should expect from their service provider (stock broker), this helped the overall industry where we educated the masses on what they can resolve through customer support and where else to look for resolution of their problems realistically

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2 Solicit feedback

Another important way to identify areas for improving client satisfaction is to ask for feedback from your clients. Feedback can help you understand your clients' needs, preferences, opinions, and perceptions of your service and deliverables. It can also help you identify your strengths and weaknesses, and areas where you can improve your performance and value proposition. You can solicit feedback from your clients in various ways, such as surveys, interviews, testimonials, reviews, or ratings. You can also use different methods and tools to collect and analyze feedback, such as online platforms, email, phone, or face-to-face conversations.

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Puvinder Sharma

Assistant Manager - Sales | Solution Advocate
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Giving Feedback - Sometimes the client just has an idea but doesn't know how to get it done. Always talk to clients and share your feedback so you know how things are done and give clients areas of improvement this way client trust you more and has a thought that the one he is working with understands his vision.

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Iftikhar Hassan

More than 20 years experience-Product Development-CX Strategist-Capital Markets-Retail Brokerage-Branch Network
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Meeting people, talking to them still holds the key, no matter through simple survey over social media or through personalized email, more often than not the feedback brings about new ideas in resolution of long standing problems, also you may test a solution of sorts from the real customers through their responses during discussion

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3 Monitor metrics

Besides feedback, you can also use metrics to measure and improve client satisfaction. Metrics are quantifiable indicators that can help you track and evaluate your performance and results. For example, you can use metrics such as retention rate, churn rate, referral rate, repeat business, net promoter score, or customer satisfaction score to assess how loyal, satisfied, and likely to recommend you your clients are. You can also use metrics such as response time, resolution time, error rate, or quality score to measure how efficient, effective, and reliable your service and deliverables are.

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Iftikhar Hassan

More than 20 years experience-Product Development-CX Strategist-Capital Markets-Retail Brokerage-Branch Network
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Metrics are life savers, data always provides you a very clear picture (a sizeable data of course), over a period of time the trend suggests you how to mold your systems and processes and fine tune them up to customer expectations

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4 Implement improvements

Once you have collected and analyzed feedback and metrics, you can use them to implement improvements in your client relations skills and processes. Improvements are actions or changes that you can make to address the gaps, issues, or opportunities that you have identified from your feedback and metrics. For example, you can improve your communication skills, your project management skills, your technical skills, or your quality assurance processes. You can also improve your client relations by offering additional services, discounts, incentives, or referrals.

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Iftikhar Hassan

More than 20 years experience-Product Development-CX Strategist-Capital Markets-Retail Brokerage-Branch Network
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Once you engage with customers, speak with them through different channels, get their opinion on your processes and services, also you have the data to analyze your strengths and weaknesses. This gets you in a great position to plan, initiate and implement improvements, a well informed decision is always better instead of just following what others are doing

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5 Follow up

The last step to identify and improve client satisfaction is to follow up with your clients. Following up means contacting your clients after you have delivered your service or product, or after you have implemented improvements, to check if they are satisfied, if they have any questions or concerns, or if they need any further assistance or support. Following up can help you show your clients that you care about their satisfaction, that you value their feedback, and that you are committed to providing them with the best possible service and experience.

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Iftikhar Hassan

More than 20 years experience-Product Development-CX Strategist-Capital Markets-Retail Brokerage-Branch Network
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A continuous well placed process has to be there to stay engaged with clients for their feedback about every new process / solution you provide to them. Customer always have something to say and they need someone to hear them out, if you hear them they will remain loyal to you

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Theodora M. Simillidou

5 Years FinTech ?? | 13 Years Sales Expertise ?? | B2B & B2C Sales | Payments Technology | SaaS | Client Relationships | Sales Strategy | Business Development | Team Management | Business Growth |Multilingual ??
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Analyse customer’s journey and identify which part of the process can be optimised. Go above and beyond to offer the best customer support prior and after the deal is done.

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How do you identify areas for improving client satisfaction?

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1 Set clear expectations

2 Solicit feedback

3 Monitor metrics

4 Implement improvements

5 Follow up

6 Here’s what else to consider

Client Relations

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