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Interview Patty

Anticipate and Measure Customer Satisfaction

Houston Business Management Consultant

Customer experience experts share their tips on how businesses can keep customers happy and coming back for more.

They also tell you how to measure that customer satisfaction.

1. Thank them: with a coupon/discount or a gift. To keep our customers happy we send a postcard after their first order.

2. Visit them: With the technology to video conference, email or automate the entire customer life cycle, few people take the time to go and see their customers.

3. Survey them: via email or after a customer service call. Measure customer satisfaction by creating a short, three to four question survey.

4. Conduct focus groups: Focus groups are an excellent way to have a relaxed conversation with your customers. A focus group is a great environment to see how your customer reacts to your product and how they behave while using your product. It is a great way to measure customer satisfaction, gather ideas about customer needs and so forth.

5. Check and solicit customer reviews: A business can gain invaluable feedback on customer satisfaction from online reviews. Businesses can have their own blog or website or keep up with reviews on Yelp and Facebook and other social media sites. This is where you will see how your customers are describing you, what they are discussing about you, and what they are asking of you for the next time, enabling you to measure their satisfaction.

6. Make sure your internal customers, your salespeople and customer service agents are happy: Happy employees are more motivated and more productive, and therefore able to deliver the highest possible level of customer satisfaction.

Source: Cio

Patty Block, President and Founder of The Block Group, established her company to advocate for women-owned businesses, helping them position their companies for strategic growth. Charting the course for impactful, sustainable, profitable businesses, the beacon is control: of your strategic direction, your money, your time, your staffing, and your ability to bring in business. The Block Group brings together the people, resources and ideas that build results.

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Houston Business management consultant.

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