- Situational Binding
- Legally Binding
- Technical Binding
- Economic Ties
- Emotional Bonding
What is customer satisfaction
Customer satisfaction is defined as a measurement that determines how happy customers are with a company’s products, services, and capabilities.
Customer satisfaction information, including surveys and ratings, can help a company determine how to best improve or changes its products and services.
How would you encourage customers to use online services?
- Take care of existing customers
- Your website should look clean and professional
- Never underestimate the power of social media
- Add content marketing to your online business
- Make use of Email Marketing
How do you increase retention?
- Provide More Positive Feedback
- Encourage Employee Creativity
- Foster Respect In The Workplace
- Give Your Employees An Opportunity To Grow
- Earn The Trust Of Your Employees
- Encourage Your Employees To Give You Feedback
- Include Your Employees
- Challenge Your Employees In A Balanced Way
How do you win back a customer?
- Create a “We Fixed It” campaign
- Give lost customers an incentive to come back
- Win customers back through social media
What tactics do you use to avoid customer overturn?
- Get to Know Your Clients
- Focus on Continual Contact
- Give Your Clients equal Attention
- Show Them What You Can Do for Them…
- Get Tight and Get Right With Your Messaging
- Don’t Try to Be Something You’re Not
- Underpromise and Overdeliver
- Focus on Quality Over Quantity
What do you say to keep a customer?
- “Happy to help!”
- “I understand how (blank) that must be.”
- “As much as I’d love to help …”
- “Great question!
- “Nice to meet you!”
- “May I ask why that is?”
- “Thanks for bringing this to our attention!”
- “I completely understand why you’d want that.”
How do you invite customers back?
- Start by defining your disengaged customers
- Offer an alternative
- Request feedback
- Reward customer loyalty
- Make it personal
- Share something new
- Offer a “win-back” incentive
- Get in some face time
How do you keep clients?
- Reward your customers
- Use your customers’ services and buy their products
- Send thank-you notes
- Return client phone calls promptly
- Do what you say you are going to do
- Do things when you say you’re going to do them
- Under-promise and over-deliver
- Be accessible
What can HR do to retain employees
Show your employees you trust them by giving them responsibilities that allow them to grow.
Encourage them to gain new skills. Provide ample continuing education opportunities. Hire from within wherever possible, and give generous promotions at appropriate times.
How do you build relationships with customers?
- Write killer emails
- Embrace pathological empathy
- Blow away their customer service expectations
- Seek feedback and show you genuinely care
- Be consistent and timely in your interactions
- Establish trust
- Reward loyalty
What are the five main drivers of retention?
- Recognition and appreciation
- Work balance
- Flexibility
- Training and development
- Organizational and individual alignment
- Competitive pay plans
What are customers expectations
Customer expectations are customers’ assumptions about a brand, product, or service and the level of care they need to receive throughout their journey to be happy with their investment in that product, service, or company.
How do you gain customer returns?
- Make customer service a priority
- Incentivize returning customers with loyalty programs for small businesses
- Highlight positive customer experiences
- Vary product offerings to keep customers’ experience new and fresh
- Share helpful insights via social media
What are the 5 stages of the customer journey?
- Awareness phase
- Consideration phase
- Purchase/decision phase
- Retention phase
- Advocacy phase
What are the 7 strategies of marketing
It’s called the seven Ps of marketing and includes product, price, promotion, place, people, process, and physical evidence.
What do you say to a repeat customer?
- Thanks So Much for Your Order!
- Thank You for Shopping With Us!
- Thank You for Your Purchase
- Thank You for Being Our Valued Customer
- Thank You for Choosing Our Product
- Thank You for Shopping
- Thank You for Shopping at [company name]
- Thank You for Your Support
How do you retain employees in 2022?
- Create professional development opportunities
- Make sure managers are not compelling great employees to leave
- Create career advancement opportunities
- Improve the onboarding process
- Monitor turnover risks
- Make sure your employees are appreciated and recognized
What are the most important retention factors
Research shows that six important factors in employee retention are people and culture, acknowledgement at work, providing meaningful benefits, ongoing training, workplace environment, and mission and values alignment.
How do you satisfy a dissatisfied customer?
- Step One: Adjust Your Mindset
- Step Two: Listen Actively
- Step Three: Repeat Their Concerns
- Step Four: Be Empathic and Apologize
- Step Five: Present a Solution
- Step Six: Take Action and Follow Up
- Step Seven: Use the Feedback
What makes clients happy
Value your client’s point-of-view. You need to listen to ideas and inputs from your clients because they have worked with their own customers longer than you and can make your efforts more efficient.
If you are providing a service to an end-customer, listen to their needs and personalize your service to their liking.
What are the magic words in customer service?
- Happy to help!
- I see what you mean
- Thanks for reaching out
- I totally understand
- I’m not sure, let’s find out
- I know this must be frustrating
- I’m sorry to hear that you’re having trouble with this!
- We’re working on a solution for this
How do you get customers to buy from you?
- They found you first
- You found them first
- They don’t know where else to buy it
- You solve a problem
- You entertained or educated them
- You offered better customer service
- You have an awesome product
- Customers trusted your website
What are the 4 main customer needs
Most business ideas come from an entrepreneur spotting a need for a product or service.
There are four main customer needs that an entrepreneur or small business must consider.
These are price, quality, choice and convenience.
How would you defuse an angry customer?
- Remain calm
- Don’t take it personally
- Use your best listening skills
- Actively sympathize
- Apologize gracefully
- Find a solution
- Take a few minutes on your own
How can you prevent customers from switching?
- Provide value
- Improve your customer service efforts
- Address criticism
- Maintain customers’ interest
How do you convince customers to buy from you?
- Focus on the benefits and not on the feature of the product
- Tell them as much as you can
- Make use of FOMO
- Avoid jargon
- Highlight your USP
- Focus on a target audience
- Give your customer options (but not too many)
- Product reviews and testimonials
What are the 4 tips for making your customers happy?
- Create Customer-Focused Content
- Build a Relationship Through Social Media
- Ask for Feedback
- Look at the Analytics & Track Data
What are the three 3 ways to engage with customers online?
- Build a community or group
- Host a webinar
- Co-create
- Celebrate together
- Offer exclusive content
- Respond to feedback
- Engage across multiple channels
How do you tell customers they are important
Everyone likes to receive fun mail that makes them smile! Let the customer know they are a valued customer by sending a customer appreciation letter.
Include a thank you note for their continued support or offer a deal they can’t resist!
They’ll appreciate the extra care you put into personalizing a note for them.
Citations
https://www.paychex.com/articles/marketing/how-to-get-customers-to-return
https://www.biworldwide.ca/research-materials/blog-posts/the-first-step-to-improved-customer-retention/
https://reply.io/customer-retention-mistakes
https://www.roberthalf.com/blog/management-tips/effective-employee-retention-strategies
https://vwo.com/blog/primer-on-customer-acquisition-and-retention-channels/
