Custom Made

Custom Made
Custom Made

Keep Customers and Drive Repeat Business by Optimizing the Customer Experience

According to a well documented study, 68 percent of customers leave your company for one of your competitors do it because they think you are not interested in their needs and opinions.

This organization is a common pitfall to be complacent about customers' needs and preferences, especially during positive economic times. Even if you may be familiar with the statistics attracting a new customer costs 5:55 times as much as retaining an existing one, it's easy to make mistakes customer feedback letting fall by the wayside if you have two or three new customers lined up for every one lost.

But what reserve happens when new customers suddenly dries up? Although there are some classic warning signs, many businesses were caught off-guard by the current economic recession. Businesses in all industries are adversely affected by a shrinking GDP (which decreased at an annual rate of 6.3% in Q4 2008) and rising unemployment (higher to 8.5% March 2009). Americans are tightening their belts on spending and businesses are clamoring for fewer buyers all have fewer dollars to spend.

By demand for both consumer and B2B goods and services slipped, it is more important than ever to satisfy and retain you customers. While attracting new customers will always remain a goal to strive for, some companies have pleasure in challenging economic times to spend many of their diminishing dollars marketing purposes. It is much better to concentrate on retaining, up-selling, and driving repeat business from existing customers.

According to a recent survey from Accenture (2008 Customer Satisfaction Survey), "how well companies understand and meet the unique tastes and expectations of customers they serve "is the number one reason that customers stayed with their current products or services rather than seeking a competitive alternative. It may surprise you, given the current economic climate, but customer experience rank even higher than price when determining when and whether to leave a provider.

Given that a positive customer experience with your product, services, and customer service employees are essential to retaining customers and therefore is vital to the health and longevity of your business, now one of the most critical times in our economic history listen and respond to feedback from your customers.

Gathering customer feedback should not be viewed as a mandatory spending, even in the face of sharp budget cuts. According to a recent report by Aberdeen Group, 55% of companies surveyed have made zero budgetary cuts on the areas of customer feedback initiatives, and 19% is actually increased spending in this area. Informed business leaders worry that an investment in customer feedback and maintenance is an investment in long term survival and growth of their company.

Online customer surveys have evolved as one of the most cost-effective, efficient, and accurate way of gathering customer feedback data. Online surveys allow marketing professionals to measure levels of satisfaction from a large number of customers at once, without the incremental time and cost of using paper or phone surveys. Survey products such checkbox is operated from a standard web browser, can be implemented relatively quickly without expensive IT services, and can be deployed on a large or small scale depending on the needs of a company. By using online surveys, organizations can easily tap into existing customer email database and will include surveys of customers in their current campaigns customer email.

Since the online survey from vendors such as checkboxes that can be designed and deployed quickly and updated at any time by multiple users (within the permissions set), companies can easily adjust their willingness to survey the market and react to shifting economic conditions. Survey results and reports are available in real time, allowing opportune for the response and reaction.

Customer retention rate does not soar overnight, small incremental changes but thoughtfully implemented can have a significant impact on your customers' perception of how you value them and their business. Begin by surveying your customers today to create a baseline of your current customer satisfaction levels. Then, consider The inclusion of the survey feedback of your daily business processes. This not only softens the necessary resources of collecting feedback, but also allows your business to evaluate its customer satisfaction wrist at any point in time. Average customer satisfaction surveys include the analysis that automatically emails the following a purchase transaction or customer service experience.

But your business chooses to monitor and respond to customer feedback, it is most critical customer satisfaction remains a top priority. The economic tide will turn again, but the businesses that survive and thrive for years to come is the continue to value the opinions and needs of their existing customers, regardless of how many new customers will be lined up to reach their area.

For more information about customer satisfaction and survey software options, visit the checkbox Survey Solutions http://www.checkbox.com or contact an expert in product checkbox 1-866-430-8274 (Int'l +1-617-715-9605).

About the Author

Ric Flair - Custom Made

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