Who is your best client or customer?10 de November de 2015 in Blog, Satisfaction
Your best customer is the one who is always their weak points and its flaws and still trust you to solve his problems.
The importance of this kind of feedback is bigger than satisfaction survey that generally provides valuable information, but not the ones you need – the least satisfied and more disappointed. These people won’t have time to fill out a form or sit still for a survey to help you fix your business. They changed.
In order to find out where they moved, and so it is probably that you have to recall some data about yourself. Start with these steps:
Identify: Found your most disenchanted customers is usually not that difficult, just ask your support team. They know who they are and can even describe them (off the record) as “distressed” or “crazy”.
Contact: To get in touch with them remember that these angry customers did not start that way. In the past each one decided in a positive way to buy your product or service, they believed in your company and in the offer. Only later they found out a problem.
Act: Fail with your customer almost always falls into one of three categories: The product was actually defective, the documentation was wrong, or the customer’s expectations have not been properly managed.
Most of the service departments really only know how to deal with the first two. Unfortunately, if the customer with whom you fail probably be in the third category what you can do is identify where its marketing or sales presentation is failing, your client may be among the closest that may help you fix problems and avoid similar situations in the future.