Guide to Customer Satisfaction- Post Pandemic
What if you came to work one day only to find out that half your customer base left you for your competition?
If you’ve just felt cold sweats thinking about revenue drops, acquisition costs, and all this year's KPIs going to hell… Good. Because that’s what you’re risking when you ignore customer satisfaction.?
To say that customer satisfaction is important is an understatement. In 2022, it’s a necessity.
According to Gartner, 81% of marketers view customer satisfaction as the main competition area in their industry.
What is Customer Satisfaction?
We are in the midst of a revolution in business. Some call it a customer revolution, others a quality revolution, and others a service revolution.
According to Hansemark and Albinsson(2004), satisfaction is an overall customer attitude towards a service provider, or an emotional reaction to the difference between what customers anticipate and what they receive, regarding the fulfillment of some need, goal, or desire.
True customer loyalty is created when the customer becomes an advocate for the organization, without incentive.
How has the Pandemic changed the strategies for Customer Satisfaction?
The COVID-19 pandemic has had a significant impact on daily life globally. It compelled consumers—en masse—to shift their expectations more rapidly and completely than we’ve seen at any other time in history. Now, many of them are applying their new mindsets to where what, and how they buy. Through their purchase choices, they are purposefully seeking to influence their communities and the environment and to confirm how they see themselves in the world.
One of the permanent changes is that consumers are now building their lifestyle around their homes, meaning brands need to work harder today to reach the same consumers who would frequent physical stores, restaurants, or offices pre-pandemic.
Customers want to engage with brands whose values align with their own.
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What customer expecting??
Customer expectations are soaring during Covid-19, and this indicates the need for companies to make customer interactions more human and relatable.?
it’s absolutely critical in the current climate that your front-line support staff truly understand customer pain points before coming up with solutions.
Customers want simpler and faster service - Quick, straightforward answers are what your customers want today. What’s clear is that if companies can deliver faster support, they have a good chance of keeping their customers happy. At the same time, not all queries can be resolved swiftly. If your customers have to repeat their issue multiple times, it’s probably because of a lack of context. This happens when queries are passed from one team member to another. In this case, you might have to invest in a customer support solution that makes it easy for everyone on your team to access customer information.
Better Communication The pandemic has forced many businesses to communicate with their customers more than they usually would.
Messages from CEOs and other key members of staff show the human element of business, not just a faceless sales email. This has given customers a new insight into how businesses run and what goes on behind the scenes. Going forward, customers will want to see this level of open communication and transparency continue.
Optimised Online Experience Post-COVID, customers are going to expect well-designed, easy-to-use, secure websites. 90% say they're less likely to return to a website after a bad user experience. Customers have many options, so businesses need to look at ways of improving their sites'. Companies have to do extra care and look after the new ways to optimize their customer’s online experience.?
The Digital Imperative Hits Its Moment of Truth As digital engagement grows, customers expect companies to digitize their operations for multichannel, high-touch interactions.
How to measure customer satisfaction
Customer Satisfaction Score (CSAT), measures on average, how satisfied or unsatisfied customers are with your product, services, or customer success program.
Customer Effort Score (CES), is very similar, but instead of asking how satisfied the customer was, you ask them to gauge the ease of their experience.
Net Promoter Score (NPS), NPS asks the question, "How likely is it that you would recommend this company to a friend or colleague?"
How to improve customer satisfaction