Wednesday, November 19, 2008

How To Keep Customers Happy.

The holiday season is upon us. One thing about Christmas, it gives us time to think about what we are thankful for on a personal and business level. From a business perspective, we should all be thankful for our customers. 'Tis the time to take stock and see what needs improving with regard to customer experience with your brand.

Rate the following Five Experiences from 1 to 10. 1 being lousy and 10 being the best. Rate each three ways, Past, Present and Competitive Experience.

1) Communication to Customers:
• Courteous and friendly
• Clear accurate information
• Prompt attention
• Open to criticism and complaints

2) Responsiveness
• Custom solutions
• Fast action to requests
• Immediate followup
• Pleasant greeting
• Reduce service barriers

3) Competence
• Address customer's needs
• Well trained staff

4) Convenient
• Easy to access your company
• Convenient location/parking/accessable
• Prompt payment of bills/fast delivery

5) Reliablitiy
• Keep your promises
• Provide a quality product
• Reputation

One last item you may need to add is a check box if something needs attention. Going through this simple exercise will help you prioritize tasks to strengthen your commitment to superior customer service. I would enlist others who have a stake in your company to go through this together, as this will assist in getting a more true result.

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