And oh how it tries, but the customer experience can't get any satisfaction simply because the world lives for today. Meaning, we’re more concentrated on what’s happening right now versus what will happen later. Sometimes, no one is to blame for this. Other times, we can’t build better customer relationships when we only have time for acquiring new logos (who's with me on that one?). Instead of mostly being able to focus on today, what if we had more time to prep ourselves for tomorrow?
Not enough B2B professionals, regardless if they sell and/or market insurance or software can put their focus on their customer experience. But who can fault them for this? How can they prep themselves for tomorrow if their organization's strategy mainly focuses on client acquisition? When you're able to prep yourself for tomorrow, then you're able to find ways that improve performance and take a more tactical approach. Remember, it's about getting satisfaction, just ask your customers.
According to Gartner Group, when you can increase customer retention by 5% then your profits increase somewhere between 25% and 125%. How’s that for satisfaction?
Focus On Building A Better Customer Experience
Approach building happy clients through better customer experiences that include thoughtfulness and integrity. Learn to understand the world that your clients live in and how you can better help them. Learn whom your clients are by taking the time to get to know them. You will start to develop chemistry with your clients once this happens because they will feel valued. What happens when customers start to feel valued? They start to develop satisfaction, which opens the door to customer retention.
IMPORTANT FACTS ABOUT CUSTOMER SATISFACTION
How your able to satisfy customers does matter. According to McKinsey, 70% of buying experiences are impacted by how customers feel they are being treated. Forbes learned that 86% of buyers were willing to pay more for a better client experience. However, only 1% of them feel vendors can constantly meet their expectations. According to Gallup State of the American Consumer 2014, engaged customers represent 23% of wallet share, profitability, revenue, and relationship growth. So what does this mean? It means that we have to find ways and time to invest in how we satisfy customers.
WEBINAR: CUSTOMER SATISFACTION IS DEAD. WHY ENGAGEMENT IS KEY FOR GROWTH