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

Golden Gate BPO Solutions Partners with NETCAST BPO Services

When it comes to business process outsourcing (BPO) while many parts of the world are gaining traction as places to locate facilities, India and the Philippines because of their large English-speaking talent pools remain the dominant BPO places to operate. This is particularly true for companies whose majority of customers require support in English. [ Read More ]
05/21/2015

AMC Technology Contact Canvas Integrates Contact Center Apps to Microsoft Dynamics CRM

In recognition of the value-added of CRM integration with contact center capabilities, enterprise and contact center application integration software specialists AMC Technology has announced it has telephony enabled Microsoft CRM 2013 and 2015 through its Contact Canvas platform. The AMC platform allows customers to integrate business apps and communications across the enterprise, from contact center agents to knowledge workers and mobile staff. [ Read More ]
05/21/2015

Lazy Dog Restaurants Partners with RRT On Takeout Management Solution

When it comes to the business world, customer satisfaction is the real currency that keeps a company going. This is true whether talking about a retail or restaurant or a call center. Lazy Dog Restaurant and Bar just announced it is taking the next step in increasing its customer service approach thanks to an agreement with Restaurant Revolution Technologies. The agreement will allow Lazy Dog to implement an innovative takeout order management solution that is going to be supported by the compan… [ Read More ]
05/12/2015

Boston Retail Partners' Survey Reveals 87 Percent Plan on Using Gamification

The latest survey from Boston Retailers Partners reveals retailers are implementing customer relationship management (CRM) solutions as a key enabler to influencing customers. And gamification has become an important tool as part of the CRM deployment. [ Read More ]
05/12/2015

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!