Digitization for customer satisfaction

Zander Lurie, CEO of SurveyMonkey, states that  "companies that listen to build confidence and grow rapidly because today all industries face a crisis of confidence.

" And he points out, “ people lose confidence in the brand because they get a poor product experience, in 75% of cases; or because they receive poor customer service (71%). Not surprisingly, 82% of consumers trust others like him more than the brand. ”

When customers begin to have a crisis of confidence, companies must pay close attention (and listen) to what their customers demand: their products and services are the basis for everything else to work.

Worry about knowing if your customers are satisfied with your business and take the necessary measures to improve their satisfaction. 

Without good and competitive products and services we are not going anywhere, the satisfaction that it brings to business (and always is compared to "others") is the reward that the effort of giving the best has in store: high customer loyalty.

Therefore, fearlessly assess the degree of satisfaction of your customers and see where your company is failing to give you a good product and service.

Pleasing customers is the cornerstone of the business.

Today, with the global competition to which companies are subjected,  customers are the essential foundation to accelerate digitization and transform what is making them lose business.

To face the transformation towards improving the customer experience, the protocols for change can be diverse, you choose how to approach your customers, we propose some ideas

• Listen, ask, be proactive. 

Establish the necessary meetings with the decision-makers of your products and services to detect those anomalies in which the satisfaction of your customers is decreasing. After that, being proactive, it is obvious, is to put the appropriate measures in which, in a short time, these anomalies are resulting, reestablishing the relationship.

• Establish complaint detection mechanisms and conduct an in-depth analysis. 

Do not limit yourself to a basic level of knowledge of your clients, go to a second level, and turn difficulty into an opportunity. If necessary, put a team to work on the analysis of the information on the degree of satisfaction of your products and services, collecting the information on the complaints of your clients who may offer you light and solutions after their in-depth analysis.  

• Act with transparency, be flexible, honest, and fast.

You don't have time to waste, you have your competitors waiting for you to be wrong (don't underestimate them). If you make mistakes with your customers, apologize and resolve the mistakes to minimize the negative impact it may have caused. 

• Reward your team's mistakes. 

Yes, yes you have hated well, pointing out the mistake is never a good idea, offering confidence yes, inspire teams to continue working without fear. 

• Thank the loyalty of your customers. 

Act with a commitment to the client, integrating it into the community of your brand is the most correct way to make you feel part of your project, that being a client does not exclude it, far from it, it is the main architect of its success given that We all know that a satisfied customer today is the best influencer for your brand.

Customers are the true leaders of your products and services, after all, it is they who will speak highly of your company if things are done well.

With the tools, solutions, and services offered by the Microsoft Dynamics 365, Power BI, and Microsoft Azure platforms, with integrated Artificial Intelligence, you will be able to access all the improvement capabilities of your business processes, further optimizing the experience of your customers. Customer experiences that increase the degree of satisfaction with your products and services, thanks to tools that allow active listening, surveys on the degree of satisfaction, omnichannel monitoring of customer needs, personalized attention and advanced analytics that will help you improve your relationships with your customers, increase smart sales and optimize costs in managing customer services.