Customer Satisfaction Now More Important Than Ever

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If you ask every client you have "where is the least expensive place to generate new sales?" they will tell you their existing customer base has the highest potential.  According to a new study from the CMO Council, "only 32% look for ways to turn problems into new sales opportunities while only 15% introduce new products or services to further monetize the relationship".  I don't know about you, but if a company turns a problem into a solution that satisfies me above and beyond my expectations, they have made a customer for life. When looking at ways your clients can improve their bottom line, the study provides a table to items that your clients can focus on

If you clients look at each of the feedback mechanisms above for ways to enhance customer relations or further the sales process, they will surely see the relationships, brand loyalty, and repeat visits increase. In the article "Companies Ignore Customer Feedback, Fail To Track WOM", the critical point to success is interacting with the customers by any and all means....

?Customer experience is one of the most critical determinants of brand strength and business growth. Yet, most organizations and senior marketers suffer from major blind spots and gaps in the way they interact, handle and respond to customer issues or problems,? said CMO Council executive director Donovan Neale-May. ?CMOs must assume ownership for the customer experience and establish enterprise-wide measures and disciplines to ensure continuous improvement. We are missing a major opportunity to turn customer pain into competitive gain at every touch point through better use of web and contact center technologies and processes.?