Are Your Customer’s Happy – Really Happy?
How do you measure customer satisfaction?
Mick Jagger told us what many customers are saying about their buying experiences today… “I can’t get no satisfaction”.
I believe, as business owners, we have to WOW customer’s and not simply satisfy them.
WOW service means customers are raving fans who are surprised and thrilled with the customer experience they receive from us.
We can’t WOW customer’s unless we know what they want their experience to look like. We might have our own idea of exceptional service and that might not be how the customer defines it. Our responsibility is to match that WOW experience to what customer’s say would make us truly stand out for them and delight them.But it is important to know what delights or dissatisfies customers and being able to recognize when you need to step up.
Encourage employees and empower them to delight and fully satisfy all customers. This means they must care about the customer’s needs and need to focus on making customers very happy all the time. Satisfaction with service breeds loyalty.
As the founder of the Heartrepreneur® Movement, I stress that employees are your customer service agents and must be able to execute on customer service and making the customer right. Employees need to be empowered to make decisions and to act in the customer’s interest and truly stand in their shoes. As the business owner you need to train all staff to be 100% WOW focused and to create systems and policies that truly serve your customers.
What are some things you are doing to empower employees?
What are you doing to truly WOW customers?
Post in the comments. I’d love to know.