Retaining customers at times is complex. When something is complex we need a different approach.
When something is complex, there is usually multiple factors at play. Often there is a degree of uncertainty of what comes next. One size generally doesn’t fit all.
Checklists and sample survey questions are great. But decide on those after first deciding your goals for the survey. Your goals will steer you to which ones are best for you.
You need to probe to discover how to respond for your unique business. A great way to probe is through customer surveys. And then to make sense of the answers you receive. Use these to prepare your best response as a next step.
Let’s remember why we are doing this. It costs less to retain a customer than to acquire a customer. Continuously responding to what you learn from your customer surveys is key to retaining repeat customers.
In my latest blog post I take a deeper look at how best to approach initiatives for improving customer satisfaction.
Here’s a glimpse at what you will learn:
- Where to start when deciding when and where to use customer surveys for customer feedback
- The difference between CSAT, NPS, and CES metrics. And what they tell you about customers.
- What to do with the information. How this feeds into your initiatives to increase repeat customers.
>>> Head over here to read the post Customer Satisfaction is complex
The customer is your greatest asset. Listen to them.
