Are Your Customers Happy?
In businesses of all size, keeping your customers happy is important, but measuring that can be quite difficult for some businesses. In past articles, I’ve discussed the handling of negative image incidents, such as how the Toronto Transit Commission handled the picture of a sleeping collector agent, and how Toyota handled the safety flaw in the design of the accelerator on some of their cars. In both cases, however, the companies are responding, while in truth, they need to be proactive.
Enter Adele Berenstein, a Customer Satisfaction Executive with almost 20 years of experience with IBM. Now she’s the author of Satisfaction Secrets, a blog which discusses ways in which you can keep your customers happy. She brings her experience and insight to current problems facing companies looking to keep their customers happy. Additionally, she discusses changes that are happening in this field, for example, looking at the same TTC incident I mentioned above.
Customer satisfaction has been increasing in importance over the last few years, as consumers have found it easier to get and share information. Considering that such information may or may not be accurate, it is incredibly important to ensure that your consumers have accurate information, and you don’t give them reason to be unhappy with your company.
But how do you know when a customer isn’t happy, if they aren’t telling you, or don’t realize it yet?
You need someone like Adele to look at your business, and help you figure out how to get feedback from your customers. You need to be listening, and you need to know what you’re listening for. And when your customers start talking, you need to be ready to answer.