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Customer Satisfaction
"A dissatisfied customer not only stops
buying from you, he tells another
ten to twenty potential customers about his
bad experience."
Don't let this happen to you!
Listen to the voice of your customer to learn what is
most important.
MindSearch uses a six-phase model to identify market
expectations, evaluate the relative performance of your firm vis-à-vis your
competitors, and plan and implement the changes that will have the most impact
on improving customer satisfaction. We then track the improvements that you have
implemented to determine whether satisfaction has increased and whether customer
needs change over time.
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Customer
satisfaction measurement and tracking are equally important:
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Customer Satisfaction
Measurement |
- The model identifies and measures customer needs, which you can act
upon immediately.
- Start by identifying your customer satisfaction objective, be it new
customer acquisition, customer retention, or increasing the value of
current customers.
- Learn what it takes to satisfy, even delight, your customers.
- Plan and implement improvements that will improve the quality of the
products and services you provide thereby enabling you to attain your
marketing objective.
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Customer Satisfaction
Tracking |
- Market needs are dynamic and changing. Be the first to learn how needs
change and what you can do to take advantage of these changes by tracking
customer expectations on a regular basis.
- Test the results of any product and service improvements that you
implement. Measure whether customer satisfaction has actually increased,
and by how much.
- Track satisfaction levels among customers of your major competitors.
Tailor your offer and advertising to target their areas of
dissatisfaction.
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