Every company is concerned with satisfying its customers, because a company lives from its customers.
But how can I tell if a customer is satisfied or not?
Or how can I increase customer satisfaction?
Customer satisfaction describes the difference between the personal expectations a customer has of a product, service or company and the degree to which they are perceived to be fulfilled.
Simply put: If the customer’s expectations are met, he is a satisfied customer. If they are not met, he is consequently dissatisfied.
Satisfied customers are great
Satisfied customers are great, but it’s even better when satisfied customers become loyal customers. To achieve this, it’s not enough just to satisfy customers. You have to really inspire them and exceed their expectations. If a customer is satisfied or even enthusiastic about your product, your service or your company, you can be sure that he will recommend you and talk and write positively about you. The probability that he will choose you again next time also increases. Satisfied customers increase your sales, they contribute to customer loyalty and thus reduce churn.
But in everyday life, it’s almost impossible to satisfy all customers. There will always be customers whose expectations were not met and who are therefore annoyed and perhaps even write a negative review. Don’t necessarily take these personally, but as an incentive to solve the problem and become even better.
Customer satisfaction should play a central role in every company
For this, it is good and important that a company understands its customers and knows their needs. SugarCRM wants to help you achieve a crystal clear customer view and increase your customer satisfaction.
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