Managed service providers as an industry are losing its blur. Even people outside its influence are reaching the point where the concept is understandable. What’s helping is an overall standardization.
Topics: managed service providers
Offering an incentive for customer feedback is tricky, but profitable.
Most of us have been asked to take a customer feedback survey, but unless we’re blown away by a service, or angry as a badger, it’s unlikely we’ll justify taking the time to submit to the request. That’s where incentives come in – you scratch our back, we’ll scratch yours.
If you ask your customers to think too much about the job you’re doing, they’re not going to tell you how well you’re doing it.
No question about it. We want to get feedback from our customers – but here’s the thing: they’re not always willing to tell us what they think, even when we offer them the opportunity. What’s up with that?
Finding strength in humility.
You’ve failed – a customer is livid, ranting, and talking about going elsewhere. Convention demands a calm, non-defensive, humble exterior; after all, the customer’s always right – even when they’re wrong. Handling criticism functionally might be the most difficult aspect of conducting any type of business; it’s also the most crucial.
It’s reinforcement that you should never hold fast to the tenet of “business as usual.”
How’s your budget? Have you funded it to the “money is no object” level so you can attract the top talent? Don’t be too upset if the answer is no.
They’re the ones who need to tell you how you’re doing.
How often do you talk to your customers? If your answer is, “When they call you,” it’s time to make some changes. You’re missing out on powerful opportunities to find out how your business can help them.
Happy customers should be a priority for any business, and using customer service management tools like a client satisfaction survey provides you with invaluable information. Based on client data, improving a CSAT score from the 70%’s to the 90%’s can take little effort, but increases client retention over 50%. So what is a simple way to increase your customer satisfaction scores?