Thursday, 18 September 2014

Top three reasons why customer satisfaction is important by - didier grossemy

didier grossemy during his long journey since he is working in the industry has worked with various successfull businesses and of course has a long list of satisfied customers. in the course of his success journey, didier grossemy found that satisfying customers has been very useful and in fact the only biggest reason why he could build many successfull businesses over the years.

Here are the top three  reasons why customer satisfaction is so important according to didier grossemy:

1. It’s a leading indicator of consumer repurchase intentions and loyalty

didier grossemy believes that Customer satisfaction is the best indicator of how likely a customer will make a purchase in the future. Asking customers to rate their satisfaction on
a scale of 1-10 is a good way to see if they will become repeat customers or even advocates.

Any customers that give you a rating of 7 and above, can be considered satisfied, and you can safely expect them to come back and make repeat purchases.
Customers who give you a rating of 9 or 10 are your potential
customer advocates
 who you can leverage to become evangelists for your company.

Scores of 6 and below are warning signs that a
customer is unhappy and at risk of leaving.
These customers need to be put on a customer watch list and followed up so you can determine why their satisfaction is low.
That’s why it’s one of the leading metrics businesses use to measure consumer repurchase and
customer loyalty.

2. It’s a point of differentiation

according to didier grossemy, In a competitive marketplace where businesses compete for customers; customer satisfaction is seen as a key differentiator. didier grossemy explains that Businesses who succeed in these
cut-throat environments are the ones that make customer satisfaction a key element of their business strategy.
didier grossemy asks this question that If you had a recommendation for one business would that sway your opinion? Probably. So how does that recommendation originally start? More than likely
it’s on the back of a good customer experience. Companies who offer
amazing customer experiences
 create environments where satisfaction is high and customer advocates are plenty.

explaining this in detail, didier grossemy tells that This is an example of where customer satisfaction goes full circle. Not only can customer satisfaction help you keep a finger on the pulse of your existing
customers, it can also act as a point of differentiation for new customers.

3. It reduces customer churn

An Accenture global customer satisfaction report (2008) found that price is not the main reason for customer churn; it is actually due to the overall poor
quality of customer service.

didier grossemy tells from his years of experience in the industry that  Customer satisfaction is the metric you can use to reduce customer churn. By measuring and tracking customer satisfaction you can put new processes in
place to increase the overall quality of your customer service.

didier grossemy  recommends that  you put an emphasis on exceeding  customer expectations
 and ‘wowing’ customers at every opportunity. Do that for six months, than measure customer satisfaction again. See whether your new initiatives have had
a positive or negative impact on satisfaction.

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