How do you determine customer satisfaction and derive measures for stronger customer loyalty from it?
Thanks to state-of-the-art customer relationship management systems, you can improve your customer satisfaction and invest profitably in long-term customer loyalty!
What is customer loyalty?
The term customer loyalty is used when providers of a service or a product resort to special measures in order to bind customers to their own company in the long term and to achieve positive side effects. The term covers all measures that go beyond customer orientation and customer satisfaction
The goal is quite simple: Turn walk-in customers into regular customers!
How is customer satisfaction determined?
Customer satisfaction results from customer expectations and fulfilled services. The customer compares and checks. Reasons are then searched for and a judgement is formed. Multichannel marketing contributes to better customer satisfaction.
Measure the difference between customer expectations and service delivery
Emotions and subjective feelings have a decisive influence on customer satisfaction. Are the expectations he had at the beginning of the buying process fulfilled? How does this process work and how well can you adapt to customer wishes and interests?
Customer expectations are influenced by the following factors:
- Aspiration level
- Experience with services, products, suppliers and the competition
- References, Recessions and Criticism from Other Customers
- Opinions of persons whom the customer knows personally
- Opinions of influencers, experts and testers
- Image, brand and price of the supplier
- Your service promise
With an intelligent CRM solution, you always have the behaviour of your customers in view.
Focus on the customer thanks to CRM!
We’ll sum it up: Our goal is to turn one-time customers into long-term customers! They should only purchase our products and services and forget that we have any competition at all.
That means we need a high level of customer loyalty. These are decisive for success in most cases
How do we get long-term customer loyalty? By guaranteeing a high level of customer satisfaction! The higher the customer satisfaction is, the higher is the probability that the consumer decides for the same company again! Customer Relationship Management is the elementary instrument to keep an eye on every single customer, prospective customer and potential partner.
But as always you should convince yourself of the advantages.