Today the customer is king.
No matter what product or service you market, disappearing after the sale hurts customer retention and future sales, as news of your poor service spreads. The experts say it’s easier to keep a client than to find a new one, and we couldn’t agree more. Successful companies act as a ‘partner’, not merely a vendor, to their clients.
But how do you know you are succeeding?
One tried and true way is to proactively ask for feedback from your customers in order to gauge your performance. Oftentimes it is the simplest surveys that elicit the most helpful responses, as we found out after we re-vamped the way our clients rate us after a service request. Now in less than 30 seconds, customers answer one simple question in an online survey (which they receive upon completion of support requests) and submit supplemental comments or suggestions, if necessary.