Customer satisfacation iona pathways february 6 2014 v 2 (2)

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Information about Customer satisfacation iona pathways february 6 2014 v 2 (2)
Business & Mgmt

Published on February 25, 2014

Author: enterprisecenter



How Customer Feedback Can Grow Your Business


TODAY’S WORKSHOP STEPS  Determine Who is in the Room  Identify why you care about CSAT  Consider what you currently know  Discover if you actively listen  Determine information sources  Determine your baseline  Consider ways to survey  Decide on what to ask  Discuss how to interpret findings  Plan for change and communication 2 © Iona Pathways LLC

GETTING TO KNOW ONE ANOTHER  Who is in the room?  What do you do?  What brought you here today?  How are you connected to customers?  How do you know how they feel?  What do you hope to get out of today 3 © Iona Pathways LLC


HOW WE WANT CUSTOMERS TO FEEL WHEN WE ASK    Feel heard Feel understood (when we take action) May understand more about context 5 © Iona Pathways LLC

WHY DO YOU NEED TO TRACK CUSTOMER SAT?     To understand your value prop To attract customers To keep the customers you have To increase sales 6 © Iona Pathways LLC

EXERCISE #1 – WHEN YOU WERE DISAPPOINTED  Pick an experience  What happened to disappoint you?  Who did you tell and how?  Did the product or service provider respond if you reached out to them?  Did you continue to buy from that organization? Remember that you can turn a bad customer experience into a good one! 7 © Iona Pathways LLC

CUSTOMERS TODAY    Expect more Have more choices Are more connected 8 © Iona Pathways LLC

EXERCISE #2 – WHEN YOU WERE DELIGHTED  Pick an experience  What delighted you?  Who did you tell?  Do you still use services or products? 9 © Iona Pathways LLC

WHAT HAVE YOU DONE?    To understand your customers Segment Communicate 10 © Iona Pathways LLC

WHO ARE YOUR CUSTOMERS?  Demographics (are these important)  Characteristics and traits  Where else do they shop or buy?  When and how do they purchase?  Why do they choose you? 11 © Iona Pathways LLC

WHAT DO THEY LOVE?  Everyone has a story  Why did they choose you?   What amazes and delights them? How do you nurture and grow your customer base? “We only do well the things we like doing.” ― Colette 12 © Iona Pathways LLC

WAYS TO GET INFO  Online survey  In person  Via phone  Email 13 © Iona Pathways LLC

ASKING FOR FEEDBACK VIA PHONE  Is this a good time?  Wanted to check in quickly on how we are doing?  Why did your choose us? (new customers)  How are you feeling about our (specific, new) products/services? (existing customers)  What are we doing well?  What opportunity do we have to make your more satisfied? 14 © Iona Pathways LLC

DON’T REACT, USE SARA     Surprise – wait out shock you might immediately feel Anger – give yourself permission to feel “How can they do this to me!” Rationalization –wait out the stage where you justify and may seem to be objective Acceptance –now review what you’ve heard, check it against other situations, and take what is valid © Iona Pathways LLC 15

MATRIX TO TRACK SATISFACTION  Easy way to get feedback   Pricing  Product   Competition Service categories Ways to rate  Rankings on scale  Preferences between categories or competitors  Level of interest 16 © Iona Pathways LLC

YOU CAN TAILOR YOUR MESSAGING BASED ON FEEDBACK    I’m someone who has been following fashion and designing clothing for myself and friends for years. We’ve built our tailoring business around custom clothing, somewhat like India. You come in and look through our bolts of fabric, choose your style, we measure you and a week later you have a great outfit! I’d love to offer you 10% off of your first visit. Or, do you know anyone who could really use my services? 17 © Iona Pathways LLC

QUANTITY VS. QUALITY – HOW TO TRACK  Depends on  Business maturity  Changes internal or external to business  Number of customers  Resources and time to devote 18 © Iona Pathways LLC

TIPS FOR SURVEYING  Use communication that works for your customers  Only ask if you are going to take action  Keep it short  Keep it consistent  Qualitative gives you more info  Understand the participant 19 © Iona Pathways LLC

AN EASY WAY TO TRACK - NET PROMOTER Promoters, Passives, and Detractors. % Promoters - % Detractors How likely is it that you would recommend [your company] to a friend or colleague? Customers respond on a 0-to-10 point rating scale Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth. Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings. Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth. Source - 20 © Iona Pathways LLC

COMMITMENT – WHAT WILL YOU DO NOW?  Decide how to poll customers on customer satisfaction  Design customer satisfaction questions  Take three actions based on results 21 © Iona Pathways LLC

IN CLOSING  Questions  Feedback  Contact Information  Amanda Venier 206.696.4662 or  Iona Pathways  Strategy and Organizational Work  Workshops and Retreats  Executive Coaching and Communications  Leadership and Team Development  Career Coaching and Transitions 22 © Iona Pathways LLC

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