Big Ideas For Customer Satisfaction

Improving Revenues and Brand Image through Happy Customers

  • The first step to overcoming disgruntled customers is to admit that you have room for improvement, and the second step is to measure customer satisfaction to find out where you currently stand.
  • Every business faces disappointed or upset customers, but not every company has a solution. The important part is stepping back and saying, “If we see that a segment of our customers is unsatisfied, what will we do about it?”
  • When it comes to service, companies create loyal customers primarily by helping them solve their problems quickly and easily. What exactly does “make it easy” mean?  Simply: Remove obstacles.
  • Companies can reduce obstacles and improve the effort required by their customers, and then measure the effect with a new metric: the Customer Effort Score (CES).
  • Measuring Customer Satisfaction is not as straightforward as measuring revenue streams or website visitors, making it hard to set up clear Customer Sat goals; however, there are some great methods and metrics out there designed exactly for this purpose.

 

Software Recommendation:

HubSpot Service Hub

HubSpot is a leading CRM platform that has close to 70,000 customers spread out over 100 countries. Their platform includes marketing, sales, service and website management products, and their “Service Hub” module is the industry’s premier customer service management software. Service Hub enables users to easily scale customer support, and includes conversational tools, help desk automation, knowledge-based functionality, customer feedback surveys, and a powerful reporting tool.

www.hubspot.com

Gainsight

Gainsight’s customer success platform, “Customer Cloud”, offers a powerful set of solutions focused on customer success, product experience, revenue optimization, customer experience, and customer historical data. This automation tool creates a holistic assessment of customer health across all types of interactions and data, and it has shown to grow net customer retention by up to 33%.

www.gainsight.com

 

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