Have you developed a system to help you focus all employees on making customers come back for more and bring their friends? If not, it is definitely worth while. Not only will your customers by happy, you and your employees will feel energized and proud of the way you treat customers.
Are you, like Apple, obsessed with enriching the lives of your customers?
And serious enough to want to measure how well you are doing in that respect? Sample customers on a daily basis and measure feedback consistency. What you need to know is if your customers have had a good experience and would recommend you to a friend. It’s simple really. Just ask them if they are content with everything and if so why. And if they are not, find out what does not meet with their approval and why.
Apologize when necessary
With the feedback in hand you/the managers then call discontent customers and attempt to change their mind. Discuss the root of the problem and try to find a solution. If necessary apologize.
On a daily basis look at the feedback customers have given so that you can learn from the problems and celebrate successes. Make staff that have been really appreciated by customers explain to their colleagues what they did to make their customers so content.
When you are listening and driving innovation based on customer feedback suddenly you are, like Apple, enriching peoples’ lives. Maybe the greatest gift you can give to yourself and your employees is to put them in a position where they can earn customers appreciation and be rewarded for it?
Do you turn your customers into promoters? How do you find out if your customers are happy with all aspects of their experience with your company? When someone complains how do you handle it? Do you celebrate when customers tell you they are happy dealing with you? Are you good at apologizing? Do you have loyal customers? If not, what are you going to do make them content? How have you managed to retain your customers and make them recommend you?
Video: Harvard Business – Picture: Doug Belshaw