Here is your Daily Dose of Amazing Service:
Ask your customers to grade you.
And here are some additional thoughts on this topic…
The best way to have more loyal customers is to give them what they want (in a way that is sustainable for your business, of course). To do this you have to know what your customers want. And you have to constantly know how you’re doing delivering it. (It’s one thing to know. It’s another to do it well.)
If you’re not giving your customers the experience they want then you need to make changes or you’ll lose them. And the only people who can tell you are your customers. So ask them. Make it a point to continually ask your customers to grade, rate, evaluate or critique you. And more customers than ever are offering feedback. They do it through websites that accept customer reviews and social media such as Twitter. They’re getting used to giving feedback. So ask your customer how you’re doing and they will tell you.
How often do you ask for customer feedback? How often do your customers tell you how you’re doing in serving them? If it’s not a regular and frequent activity then you need to make it so.
{ 2 comments… read them below or add one }
Hi Kevin,
Very interesting post. Is there any existing research that indicates there is a bias in the way survey respondents rate their customer experience when referring to “a person” vs “a process”? For example, if a customer was leaving feedback on their recent personal mortgage experience with their bank, are they more likely to be harsher on the “process” than the “person” who helped them navigates that customer experience? Please provide references/links to any research/white papers/etc that may be relevant. Thanks!
Hi Jeff – sorry I do not know of any research that would answer your question. But I’m happy to share my thoughts.
Some people will be more critical of systems because they’re not comfortable criticizing people. It’s too personal. But others would (I believe) be harder on people because the people are tangible. If a person does not think in terms of processes they’d be less likely to criticize them. In these cases, the employee is an easier target.
Hope that helps. Thanks for reading!