Customer Satisfaction

Anyone who knows me knows how much I value customer service. One bad experience impacts my future purchasing decisions. I'm not the only person who places value in customer service. Unfortunately for organizations, many of your customers are just like me. However, many senior managers, marketing, sales, customer service employees don't enter their jobs remembering what it's like to be a customer. Everyone is a customer, yet we all forget that's true when designing programs and interacting with our own customers. Finding out if you're doing a good job in the customer satisfaction and experience arena is simple, if you continually ask yourself:

How do your customers feel about your service?

In the past, I told you the first sign of something being wrong is the sound of customers leaving. If you don't ask them how you're doing, you're never going to find out. You may find customers think your customer service team is excellent or you may find customers dread anything going wrong and having to contact your organization. Either way, you can't improve something if you don't know and understand what your customers need. Begin developing a customer service survey program today and gather customer service feedback tomorrow.