How does customer satisfaction and customer retention correlate?May 20, 2023
When customers are happy with your business, it's because you're doing things right. That means creating experiences that not only meet but go beyond their expectations, again and again.
To make sure customers stay satisfied, there are a couple of simple things you can do. First, put yourself in their shoes and see your business from their point of view. Look at every step and think about how your choices affect them. Then, use feedback from customers and employees to figure out where things go wrong and make them better. Find resources, inside or outside your business, to solve these problems and come up with a plan to keep customers happy. Train your employees to carry out these solutions consistently.
Now, let's talk about what happens when customers are happy – how does it relate to keeping them around?
Well, the goal of customer satisfaction is to make sure they come back to you. When they do, it means more money for your business without spending a lot on finding new customers. Keeping customers coming back directly affects your profits. Many businesses spend a ton of money on marketing to get new customers, but it's actually a lot cheaper (like 5 to 25 times cheaper!) to keep the ones you already have.
Happy customers tend to spend more money more often. They might even become fans of your brand and tell others about it, bringing in even more customers through great reviews.
So, the connection is clear: if you want to keep your customers, you've got to make them happy. Customer satisfaction is the key to keeping them around for the long run.
Of course, if you need help you contact me at 516-500-1536 or go to my website, www.BryanServiceCompanies.com
Chief Customer Satisfaction Officer/Founder
Bryan Service Companies, Inc.– Customer Satisfaction Services
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