If your clients are unsatisfied, do you know why? Customer retention should be a huge focus for any organization, if for no other reason than that acquiring new customers is five times more expensive than keeping a current customer.
As many HR executives and relationship managers know, employee satisfaction has a direct link to customer satisfaction. An employee who is satisfied with his or her job and work environment is more likely to work to keep customers satisfied. So, when it comes to increasing customer satisfaction and customer loyalty, take care of your biggest asset: your employees.
Consider conducting an employee satisfaction survey. Just the act of running a survey has been shown to boost employee satisfaction. It lets employees know that management is listening and considering their concerns.
If they have valid concerns about overtime expectations or incentive plans or a range of other issues, just running an employee survey won’t solve those issues. It will, however, allow you to to identify issues affecting various parts of the organization and take steps to improve the culture and environment.
Unlike what some organizations have come to believe, each department does not live in a vacuum. If your marketing department is unhappy, it will affect your sales and client services teams. If your technology department is unhappy, it will affect your accounting and marketing departments. If your customer service employees are unhappy, look out! You may have a hard time renewing current customers and winning new clients.
Instincts tell us that poor customer satisfaction is linked to problems with your product offering or customer service, but it could have wider implications. Before investing hundreds of thousands of dollars in R&D to improve your offering, consider implementing a survey program to help identify the true cause of your customer retention problems.
As many HR executives and relationship managers know, employee satisfaction has a direct link to customer satisfaction. An employee who is satisfied with his or her job and work environment is more likely to work to keep customers satisfied. So, when it comes to increasing customer satisfaction and customer loyalty, take care of your biggest asset: your employees.
Consider conducting an employee satisfaction survey. Just the act of running a survey has been shown to boost employee satisfaction. It lets employees know that management is listening and considering their concerns.
If they have valid concerns about overtime expectations or incentive plans or a range of other issues, just running an employee survey won’t solve those issues. It will, however, allow you to to identify issues affecting various parts of the organization and take steps to improve the culture and environment.
Unlike what some organizations have come to believe, each department does not live in a vacuum. If your marketing department is unhappy, it will affect your sales and client services teams. If your technology department is unhappy, it will affect your accounting and marketing departments. If your customer service employees are unhappy, look out! You may have a hard time renewing current customers and winning new clients.
Instincts tell us that poor customer satisfaction is linked to problems with your product offering or customer service, but it could have wider implications. Before investing hundreds of thousands of dollars in R&D to improve your offering, consider implementing a survey program to help identify the true cause of your customer retention problems.
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