Is your business customer friendly? 4 ways to know.
Making your business customer-friendly is not an option to consider, it is pivoted to the survival of your business. It is time for small and large businesses start measuring the success of their operations not only based on the profits they make but also based on how many of their customers are satisfied and how many loyal customers they are able to win over time by their excellent customer service.
“Let us take most of the money we would have spent on paid advertising and paid marketing and instead of spending it on that, invest it in the customer experience/customer service and then let our customers do the marketing for us through word of mouth,” advised Tony Hsieh, CEO of Zappos.
After all, superior customer satisfaction drives higher revenue and growth for a business. In Gregory Ciotti’s words, “A satisfied customer is one who will continue to buy from you, seldom shop around, refer other customers and in general be a superstar advocate for your business.” Those are the kind of customers you want in your business, aren’t they? If yes, then you need to pay serious attention to how your customers are treated.
Are you wondering how customer friendly your business might be and thinking of creative ways to step up your customer satisfaction? Then, continue reading.
Is your business customer friendly? Answering these 4 questions to give you a clue.
1. How many of your customers come back again to patronize you?
Coming back proves good customer satisfaction. When we have a feel-good experience, it is only natural for us to want to repeat that experience. The same thing happens when we have a repelling encounter, we avoid it by all means. That is how human nature responds to situations.
2. How many of your customers are happy doing business with you?
Human beings are not good at hiding their emotions. When your customers are happy each time they do business with you, they will want to repeat the experience especially when it is the one they like. Most people express it by coming back again to patronize you, while others might just tell you directly. Either way, thoughts about your company is exciting to them.
3. How many of your customers bring their friends and close relatives to patronize you.
Repeat business, followed by word of mouth advertising is the proof of customer loyalty. If your current customers are not recommending their special ones to do business with you, then chances you are not satisfying them and might be leaving you soon once they get a better option.
4. How much feedback do you get?
If you do not get feedback at all, then you need to revisit the strategies of satisfying and retaining customers. If you do get feedback and the ones you end up getting are negative, then your business is very far from creating that customer-friendly business that retains old customers and attracts new customers
