OK. Take some time to put on your customers’ shoes, and walk around looking at your store through your customers’ eyes. That’s something that every store owner and every store manager should do – and its something that you probably do from time to time. And you already know that customer service satisfaction surveys are a great way to see your store the way that your customers see it.
Now take a look at measuring customer satisfaction through your customers’ eyes. What kind of value are they likely to see in it? As it turns out, there’s quite a lot – and it’s the kind of value that translates into customer loyalty and retention for you as well.
Your customers get: A way to solve problems.
It’s unavoidable: No matter how well you run your business, there will be times when customers run into genuine, practical problems with your store’s products or services. When that happens, they’re going to want to get those problems solved – quickly. In-store feedback cards, online surveys, mobile-phone feedback, and other channels for immediate customer response give them a way to let you know about those problems, and very often to take care of them on the spot.
Nobody likes being ignored, and nobody likes being considered unimportant. People want to be heard, and they want to know that somebody’s listening. Telephone surveys, such as those conducted by Compechek’s trained survey-takers, give your customers a voice – and a listening ear on the other end. With Compechek and the ALR system, the customer’s exact words go directly to the responsible store managers, and they can go directly to higher management as well. The customer gets a voice, and the attention of those who need to hear that voice.
A sense of belonging.
When people have a voice in something, they feel like they’re a part of it. And when your customers have a voice in the way that your store treats them, they’ll feel like they’re a part of your business, and not just numbers on a spreadsheet.
There it is again – engagement. Giving your customers a voice, and giving them channels for practical problem-solving, gives them the experience of engagement. And engaged customers are by far your best resource for selling your store – selling the positive experience of doing business with you – to potential new customers by word-of-mouth.
So there it is. Wouldn’t you rather have customers who know that you’re listening, and who feel that you’re giving them something valuable because your listening? The answer should be as clear and positive as the voice of your customers.
If you would like to know more about how the ASK LISTEN RETAIN System or how it can help create customer retention and loyalty, please contact us.