How to Satisfy Customer Needs and Wants - Video 1
Retrieved from: https://www.youtube.com/watch?v=7_ax6IdCzK4
How to Measure Customer Satisfaction - Video 2
Transcript
Hello welcome back I’m Vivek Kundra, international corporate trainer and a motivational speaker from global act. Today I'm back again for you to help you and today’s topic on the whiteboard session is Net Promoter Score, how would you calculate and evaluate your brand loyalty? how would you get to know if you get anything that you cannot measure you cannot improve, all of us we know that. But, how would you calculate and evaluate, is this the current condition of your customers? Or is this the current condition of your customers? How would you get to know that? how you, so this is very simple you just change and bring a little change in your feedback forms and try to evaluate. Are your customers also your potential unpaid business developers? Are they are your potential unpaid promotores who are going out speaking positive about you? Or they are neutral about you, or they speak a lot of negative things about you, very simple, take a feedback on a scale of 1 to 10 how would your customers rate you? If you do that for 100 people and let’s say you go out and out of which there are about 40 people who give you a score between 0 to 6. These are your detractors. These are those people who are not at all happy about you. They will type a lot of things negative about you on your facebook fan page. They will type a lot of negative things about you on your customer feedback. They are those people who will never recommend you. Whenever an opportunity comes to talk about your kind of a brand they will never let their friends, family, and relatives to go to you all their professional life, social life, and family life they will make sure nobody ever goes to you because they give you a score between 0 to 6. Anybody even 5,6 is a very negative score but then, there will be some people who will give you score between 7 and 8 these are neutral people. You ask them and you check them when they go out they will and some somebody goes and ask them listen, would you like me to recommend or would you like me to go and test the brand X? How was you experience? They will say, “it was okay, it was fine”. They will not promote you. They will no speak negative about you. They will not use their reputation. They will not allow to put their reputation on stake to be used to actually favor your brand so much because they are neutral about you. They will not do good. They will not speak good. They will not speak bad about you.
But then, there are people who are your promoters, who will give you a rating between 9 or 10 out of 10. Anybody who is giving you 9, 9.5 or 10 out 10 these are those people who without your unpaid promoters. Whenever somebody will ask them on anything of your industry they will recommend you. They were very strongly that these are those people will always try your new products and services whenever you offer something new they’ll immediately come and buy and they are very likely to buy even at a higher price. They are agreeing to buy your product even at a premium prices most likely but for sure they will promote you a lot. So, for any organization it is important for you to calculate what´s your net promoter score let's say out of 100 people, 50 people rated you here and about 10 people rated you here. So, what would be a net promoter score? So the net promoter score is very easy to calculate, you just have to calculate how many promoters did you had. So you had here out of 100 you had about 50 promoters how many detractors those who spoke negative about you? They were 40 in number. How many neutrals are there? There are 10. So plus/minus neutrals will have no effect. Neutrals will have no effect, so the total score will come out to be 10, so this is you have got 10% out of 100 about 10% people who are going to promote you. So your NPS should always remain higher in the positive side and this is one figure that can help you calculate your customer satisfaction, current customer satisfaction level, your current brand loyalty level, your current brand loyalty measurement report indexes here right here would you like to increase that? This is going to help you to strategize in future, but even if you have got some detractors measure that, please measure that, take care of your detractors because they are actually speaking negative about you and when they are speaking negative about you, catch it because it's like a complaint and complaint is a gift. Complain is a gift. It’s a new management strategy. If you get a complaint, catch it. If you get a complaint, catch it, it will help you strategize the near future, you know what? Detractors will otherwise speak a lot of negative things about you if they are not satisfied and you dont go back and serve them well. Neutrals will always remain neutrals but these are those people who should be strategically engaged you know you can use, use them as a strategy to engage them for your brand promotion because they will go out there unpaid promoters for you.
This calculation is very important, it is very simple, it is very fundamental it can be immediately applied if you want to put them into practice in your organization, we are there to help you and succeed. Our focus is to help you succeed. Call us and here is got the contact number. Please call us right away.
Retrieved from: https://www.youtube.com/watch?v=tUdJOLoXBOg
5 Steps to Improve Customer Satisfaction - Video 3
Transcript
A: Five steps to improve customer satisfaction:
Be genuine. When customers call with complaints or concerns take the time to treat them like individuals. While calling a customer mom or sir is respectful, it does not include a personal touch. Replying, “yes sir, I understand” is polite. Add the customer's name, “yes Mr Smith in understand” that is much better. Using a customer's name helps them see you are truly engaged in listening to what they are saying and interested in solving the issue. Personalizing the conversation helps the realization that the customer is more important to your company than the money.
B: Be accountable. Customers face the most aggravation when customer care acts are concerned but passes the issue around. Never point a customer to someone else because you dont know how to handle his problem, instead take the time to help fix the problem if possible. If you must refer a customer, find an individual who can resolve their issue amicably. Ensuring your customer achieves a desirable outcome will ensure you create a customer for life.
A: Empathize. Listen to you your customers. Sometimes people really do need to vent. Always remember a complaint shouldn't be taken personally. Learn to acknowledge the customer's issue and train employees to do the same. It is important that your customer knows that someone understands their concerns. Let them know you understand the way they are feeling and apologize even if you don’t feel you need to. A sincere apology works wonders in creating happy loyal customers and confirms your willingness to take responsibility for the customer's problem.
B: Innovate, if you understand the customer’s problem, offer a solution. Never tell the customer what you can't do, focus on what you can do to fix the problem, offer some options. Working to solve your customer’s problem even if not to to the extent they may have liked helps them feel you care about their business. Focusing on solutions will keep customers coming back even after they have faced a problem with your company.
A: Be trustworthy. Sometimes in an effort to appease a customer company employees will make promises that are not only impractical but which cannot be honored. Don’t make empty promises. It is far better to offer a practical and workable solution that will allow you to rebuild your customer relationship and provide some satisfaction. Meet every situation realistically and your customer will appreciate the effort.
While these tips will help you provide quality care to your customers. There will be times when nothing anyone else does will be enough to keep a customer.
B: Be genuine. You are accountable. Remember to empathize. Innovate for solutions. Be trustworthy.
Retrieved from: https://www.youtube.com/watch?v=XK3cNcuvuMs
Needs and expectations of your customer - Video 4
Transcript
Needs and expectations might not be the same. Needs are basic requirements that are met by the product or service. For example, a person may want a meal that could be defined as the customers need. Expectations might not even be articulated clearly customer but the expectation that may not be explained will be evaluate such the cleanliness the environment the meal’s presenting, the taste of the food providing good service, and of course, the presentation of the meal itself. Identifying the unexpressed expectations requires special efforts, including observing and recording customer behavior and reactions. The business can gain a distinct advantage by identifying the unexpressed expectations and organizing to meet these. The starting point is to recognize the customer needs and the expectations can be different from what the seller thinks they are. The seller may think that a particular attribute of service is valuable to the customer. However, unless the customer also feels the same way, the attribute or service might not add any value at all. It could even end up costing you a lot to provide.
Retrieved from: https://www.youtube.com/watch?v=irZfQhsw_tQ
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