The impact of employee experience on customer experience has been explored in great detail. In fact, “happy employees equal happy customers” has become a motto for some of the world’s biggest brands. But what about the inverse? Does making a customer happy make an employee happy?
In research from 2012, professors from Hallym and California State University suggested it was a one-way relationship – that while higher employee engagement caused higher customer satisfaction, it wasn’t as strong the other way around.
https://www.forbes.com/sites/sap/2019/02/11/do-happy-customers-equal-happy-employees/#67c869626a3e/
CUSTOMER experience or CX is essentially the interaction between any enterprise with its customers that could be in the form of product awareness, discovery, purchases, and delivery of services.
Companies with impeccable CX strategies and implementation often reap the benefit in many ways, including increased customer satisfaction rates, reduced customer rate, and increased revenue.
And accordingly more and more senior executives and business leaders are shifting their focus on their CX strategies and making it their companies top priority, on the firm belief that investment in enhancing CX will be beneficial in both short and long-term for an enterprise.
https://techwireasia.com/2019/01/how-to-create-a-great-cx-strategy-for-your-business/
Every product or service is made for its customers. It's created to either solve their problems or fulfill their needs.
Your product or service revolves around your customers and their experiences, and every single day, you're making significant efforts to provide them with a positive experience.
https://blog.hubspot.com/service/customer-satisfaction-survey-examples/
There are many places you can go wrong in constructing and delivering a customer satisfaction survey that can keep you from getting an accurate picture of your customer experience. And most companies do go wrong in their survey design and delivery–often in multiple ways. (Alarming but true: If you send out a defective survey, it might be worse than not surveying your customers in the first place, because of the risk that the data you get back will be invalid but nonetheless used to guide company strategy.)
https://www.forbes.com/sites/micahsolomon/2018/05/25/customer-experience-surveys-13-tested-scientific-best-practices-i-bet-youre-doing-5-or-more-wrong/
For every company, customer satisfaction should be one of the major objectives in their daily operations. It motivates customers to stick to your brand, buy from you and not your competitors.
According to Vision Critical, customer service will be the key brand differentiator by 2020 instead of price or product. Right from the time human beings started doing businesses, companies have been trying to satisfy their customers in order to keep them loyal and increase their customer base. However, with new digital marketing tools, it’s now easier to satisfy your customers with better and faster service. And it’s cheaper too in the long term.
What are the five important steps to take to improve customer satisfaction with digital leadership?
https://www.entrepreneur.com/article/319462/
A poor customer rating is easily visible to other Amazon shoppers, and also makes it less likely a merchant will win the coveted Buy Box. Here are some tips on how to respond to negative feedback, and how to avoid it by pleasing Amazon shoppers.
Negative feedback from online shoppers can be devastating. That’s especially true for businesses that sell on Amazon.
https://www.digitalcommerce360.com/2018/08/13/resolving-negative-amazon-feedback-by-ensuring-satisfaction/
Achieving and maintaining a high level of customer satisfaction is important for a business to gain and maintain a competitive advantage. Your customers’ perceptions of your company or brand affect your reputation and your revenue. Interactions with service desk agents have a direct impact on a number of issues—lifetime customer value, loyalty, profitability and more—and for that reason measurement of customer satisfaction is essential.
But how do you measure “satisfaction?” One person may be satisfied with the service received while another is dissatisfied. Our judgments of what an agent did do or should have done is an arbitrary, cognitive judgment that varies from one person to another.
http://customerthink.com/how-effective-is-the-customer-satisfaction-csat-metric/
You've got to collect feedback from your customers to know exactly what works for your restaurants. Here are 8 Reasons Why Customer's Feedback Is Essential For Every Restaurant rather any store for instance. We've got to realize the importance of customer's feedback to achieve more and be on the top. We've got to realize it's not just staff's choice which makes a restaurant successful rather the opinion of their visitors and how they review it as well. Sometimes its difficult to find faults within your own work when you're working too hard on it - you need criticism to improvise with everything. Be it food, ambience, lighting, interiors or anything - every restaurant requires criticism to improve their quality thus customer's feedback is very essential to grow as a whole.
https://magicpin.in/blog/importance-of-customers-feedback/
Most companies devote a lot of energy to listening to the “voice of the customer,” but few of them are very happy with the outcome of the effort. Managers have experimented with a wide array of techniques, all useful for some purposes—but all with drawbacks. Elaborate satisfaction surveys that involve proprietary research models can be expensive to conduct and slow to yield findings. Once delivered, their findings can be difficult to convert into practical actions. The results also may be imprecise: Our research shows that most customers who end up defecting to another business have declared themselves “satisfied” or “very satisfied” in such surveys not long before jumping ship.
https://hbr.org/2009/12/closing-the-customer-feedback-loop/
In today’s Internet-driven world, customers have more power than ever.
If customers have a positive customer experience, they will share this experience with friends, family and connections, which in turn can lead to new business. All at zero cost.
But what happens if you fail to provide a positive customer experience?
https://www.superoffice.com/blog/customer-complaints-good-for-business/
