Contact Center Solutions Featured Article

Customer Satisfaction - is it Enough?

November 02, 2012

The holiday season is just around the corner, and retailers everywhere will be vying for the consumer dollar. While many will offer commodity products, others may take a boutique-type approach with customized products. Regardless of the customer-facing products, what will really matter is the customer service deliverables that generate satisfaction.

But is customer satisfaction enough to drive revenue? A recent article in the Multichannel Merchant offers a few tips to keep in mind to try and get that edge on customer satisfaction in the hopes that it actually does relate to increased revenue. After all, a well-planned strategy based on creating the happy customer can’t have the opposite effect, can it?

First, it’s important to measure customer satisfaction. Before you can do that, however, you need to understand how. What creates customer satisfaction for your consumer base? Do you need to offer specific products, longer hours or customized care? Does satisfaction tie to added value options to your product offering? Are customers more concerned with support than the product itself?

Second, you have to measure customer satisfaction across all channels. The customer who gets excellent service in the store should have the same experience on the phone. Likewise, the online experience should match that of the contact center. Put the necessary tools in place to capture the customer’s perception of the experience and measure it accordingly.

Third, manage expectations. Don’t advertise something that you don’t actually offer. It sounds simple enough; but think about the ads you put out for the holiday season. Do they feature your products alone, or complimentary products that you don’t actually carry? Does your service offering suggest something more than you’re actually willing to do for the customer? Be sure the expectations you are creating for your customer base are something you can easily meet.

Finally, remember the season is meant for fun, family and fellowship. Yes, cranky customers will be out and about, too, but if you make service with a smile a priority, you’ll be surprised just how contagious that can be within your location. And in this busy season, customers will take notice and remember you after the holidays are over.

To expand on this concept, eTouchPoint.com will explore why customer satisfaction is not enough to effectively drive revenue. Register today for Why High Satisfaction Ratings Alone are Not Enough to Drive New Revenue – Case Studies for Optimizing the Customer Experience




Edited by Brooke Neuman

Article comments powered by Disqus

Related Contact Center Solutions Articles

Carrier iQ Showcases Capabilities at 2015 Mobile World Congress

Carrier iQ, provider of device-sourced mobile intelligence, announced three solutions for iQ Care and an executive customer experience management (CEM) solution to measure the actual mobile user experience at the 2015 Mobile World Congress in Barcelona. [ Read More ]
03/03/2015

Ytel Picks VoiceBase for Cloud Contact Center Speech Analytics Enhancement

It is no secret that contact centers are now intensely interested in Big Data and sophisticated analytics to improve operational efficiency, effectiveness and the customer experience. Let's face it, knowing who is saying what, when, where, why and with what result is extremely valuable. In fact, it is this need to know that has driven large volume contact centers to increasingly look to sophisticated speech analytics to give them the business intelligence they desire not just about customer inte… [ Read More ]
03/03/2015

Carrier iQ Showcases New Capabilities at 2015 Mobile World Congress

Carrier iQ adds three enhancements for obtaining actionable business intelligence from mobile devices. [ Read More ]
03/03/2015

Plantronics' DA80 Makes Customer Service Centers Smarter

The moniker smart is now attached to phones, TVs, homes and even cars. As the size of computer processors get even smaller, more products will be embedded with the technology to make them smarter to deliver improved efficiency and productivity for many different industries. For contact centers, the goal is to always improve customer service, and then new Plantronics next-generation USB audio processor not only increases the effectiveness of service center operations, but it makes customer intera… [ Read More ]
02/25/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!