Business VoIP Featured Article

What is Your Customer Satisfaction Strategy?

September 02, 2014

By Susan J. Campbell, Business VoIP Contributing Editor

How satisfied are your customers? It’s a common question that should be asked within your customer service division as decisions made there should always be directed with this concept in mind. For many organizations, it means implementing the business VoIP solutions you need to streamline communications. For others, it can mean so much more.


Business VoIP solutions provider, Nextiva recently posted a blog on the four elements that must be present in satisfactory customer service. The blog is part of a series designed to enable readers to better grasp the essential elements involved in the customer experience. The series is also meant to help provide guidance in the establishment of guidelines and principles that can serve as a mainstay no matter the trends or changing technology.

In simple terms, Nextiva suggests that complete satisfaction of the customer depends on four things – the perfect product or service; a caring delivery; a timely delivery; and an effective problem resolution process. While the approach sounds simple, you do need to break it down a little bit more.

For instance, the perfect product or service is designed to appeal to a specific customer. In other words, it has been designed and tested to perform perfectly within anticipated circumstances. Don’t expect that it will be perfect when the unforeseeable occurs; instead, focus on the things that you know.

A caring delivery has everything to do with how it is presented to the customer. The level of perfection reached will mean nothing to the intended target if it doesn’t communicate that it is “caring.” This not only plays to the personal side of the target customer, it also makes it relevant.

If the delivery of the product or service doesn’t match the need of the customer, it is quickly considered a defect. Consumers are no longer kept within the confines of the traditional retail environment. Today, they are accustomed to getting what they want, when they want it. As global competition gets closer to your base, you have to pay more attention to timeliness.

Finally, the problem resolution process is essential to satisfaction. The customer who is already frustrated with your brand will only shift to the status of former customer if you can’t alleviate the frustration from the start. Sometimes you will be imperfect, which is why you have to correct that action with perfection in problem resolution.

Once you have achieved this higher level of customer satisfaction, you then have the opportunity to turn your customers into brand ambassadors. Not only will they stay loyal, they will also advocate on your behalf to help drive new revenue opportunities. It’s the ultimate goal and one easily achieved with the right strategy and execution. 




Edited by Alisen Downey

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