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Managing to Improve Satisfaction
and Business Results
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What can we do to improve
satisfaction?
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For every aspect of your business, customers
can tell you what has
“delighted”
them
–
and what
has fallen short of their expectations
–
in a well-designed survey.
By ranking your processes and
correlating them to overall satisfaction, you can prioritize your resources to improve where
needed most. Typically, there are many things
that can increase customer satisfaction, from
simplifying forms and procedures, to making
your people more accessible, to more aggressive
changes, like new products or services and innovative
technologies to support them.
However,
studying and sharing the best practices of your
best people
–
that is, exactly
how they demonstrate their
reliability, knowledge, creativity, professionalism, empathy
and sense of urgency in wanting to earn and
keep loyal customers
–
may improve satisfaction the most
with the least investment!
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