Question

1. How can we work with customers to increase customer satisfaction while making our organization more effective and efficient?

2. What tools (Example MFA, Market Feedback Analysis) can be used to measure customer value and how should these results be factored into the decision-making process?

Answer 1

1. To increase customer satisfaction, devising the right strategies will ensure customer retention. With clients being the biggest assets of your business, customer retention is what determines the business's growth in the competitive market.

Know your customers- Knowing the customer information along with all the details will help us in involving the customer engagement. When we come to know about clients likes and interests we can analyse on how the services provided by your business and how they actually help. There are several ways to know about the customers.

Offer personalised services- A business's success is measured by how the customers are treated. Personalised services help in improving the customer loyalty. A one-to-one experience for your customers will help in adding relevance to their purchases and can engage their visitors well.

Provide product training and customer service- Product training and support should be designed to ensure customers maximum value from the product. When some guidance accomapnies every purchase, customers will develop trust on the brand. Almosyt 76% of customers use customer service as a tool to measure how a company values them. Customers have some expectations regarding post-purchase support. This plays a major role in impacting sale.

Keep an eye on what customers say about you on social media- Social media is an effective channel for customers to share their experiences with the company. Social media can be used to:

*Monitor customer reactions to services

*Keep track of brand mentions and feedback

*Provide constant support to your customers and engaging the customers

Providing additional benefits can help in building the positive image of the brand and increases the customer satisfaction immensely.

Having a feedback strategy in place- Having a feedback system can help in understanding the customer experience. The post-purchase followup can be carried out through surveys or by talking to them over phone or chat. These insights will help in identifying the customer concerns and devise strategies to serve them better.

2. The tools that use to measure customer value are:

*Customer Satisfaction Surveys through online survey tools

*Customer Portals where they will have their own dashboard which shows their previous order, inventory levels and to enable new order booking

*In-app surveys to understand about customer service and the products

*Use a complaint box by creating an opportunity for customers to lodge the complaints and a seperate team for monitoring the complaints and immediate rectifications.

*Using web analytics to understand various criteria about the website, analyse and make business decisions out of them

*SMS Support by sending important notifications

Any company aims to scale rapidly needs to measure how satisfied the customers are and see if they need to change the way they operate. Customer retention will help in incerasing the business. Customer journey analytics will help in improving ROI.