ISO 10004 – Customer Satisfaction

The challenge of determining Customer Satisfaction continues. With all the available technology, we haven’t made much headway, really.

Requirements = Needs + Expectations

Needs are outlined in the ‘contract’ with your clients, and determined in Clause 8.2. But what about ‘expectations’? These are hard to nail down, but at the very least, make sure you’re on the beam for finding out what your customer expect.

The author of most customer surveys assume they know what customers want and expect. This has not been the case in the last 100 surveys I’ve filled in!

Abe Awasthi of Deloitte came up with 4 ideas to make B2B business interactions better…

  1. Make it a frictionless, personalized purchasing process. The easier the better, and no one wants to feel like a number
  2. Focus on delivering a successful outcome. Focusing on profit or price will miss the mark
  3. Build great partnerships. You and your customer or supplier can help each other succeed
  4. Stay in touch after the sale. Joe Girard, the Guinness Book of Records ‘Greatest Salesman’ sent cards out to his customers for years after the sale – he created a constant stream of referrals

Be sure to see yourself through your customers’ eyes and always make it better – ask, ask, ask and LISTEN!

We have easy-to-use tools built into our Cloud-based Management System platform for managing your customer interactions. We’d be happy to spend 10 or 15 minutes with you to see if it’s a fit…

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