With large Customer base, Organizations don’t know what are the sentiments of customers. Hence gaging it through anonymous surveys will help to estimate loyalty. With smaller group of 100 or less, I assume your sales and service folks already know the reality. Using measures such as share of wallet, repurchase, intent to recommend will be a better way to estimate loyalty. What’s important is to gain insights about how to increase loyalty. That’s much easy with smaller base. An interview or ethnographic study will help.
Customer Experience: Are there any advantages for refunding a client for a problem he experienced before he is actually asking for it?
Refunds impacts #customerexperience. It depends on the product/service and the nature of the problem. More importantly the emotional state of the consumer. Its a norm now is some industries to offer 30 day refund window.
Ideally, its best to address the problem and resolve it (Corrective Action First). If the problem cannot be resolved, well then, you have a bigger issue on hand than just refunding. Your organization’s reputation is on stake.
If its a one off case and if the customer is too pushy on some aspect, then proactively refund.
On the other hand, proactively refunding, when the customer shows no sign of regret for making the purchase, would send wrong signals that they are being made guinea pigs on some beta proto!
To sum up, designing the refunding policy for a large organization isn’t just putting up a document and communicating it to all the staff. Its much more than that.
What common problems do restaurateurs face with respect to services provided to a customer and customer satisfaction?
If one draws a continuum with Products like Commodities on one side and Coaching/Teaching on the other, Restaurant service probably fits at the center.
Unlike most services, the consumption happens right then and there and in the supplier’s premise. Shelf life is very less and customer requirement is diverse.
You will have the Buyer, Consumer, Decision Maker and Influencer all together sitting in the same desk.
I feel the waiter’s job is the most difficult one in this world.
Restaurant is all about Moment of Truth.
Coming to your question, it actually depends on the restaurant, its product and service quality.
- Handling irrated customers
- Ensuring Food Quality
- Waiting Time Reduction
- Communicating issues between waiters and customers
Above 4 areas may be issuers that bother an owner when it comes to Customer Satisfaction!
- My first suggestion is that ensure your product is robust, so it doesn’t generate complaints or support mails.
- Understand the Customer Journey and find out what can possibly go wrong.
- Classify what can go wrong into following groups:
- Life threatening to customers
- Results in Customer being non-compliant
- Renders the product unfit for use
- Partial malfunction
- Noticeable loss of performance
- Minor performance loss (unnoticeable)
- Minor nuisance
- If there are too many items in first 4 categories, you better plan for 24×7 support
- Build strong help and FAQ features through videos & text Q&A in your website.
- In spite of all the above, you are bound to encounter a reasonably healthy rate of support requests :-(… That’s life.
- I don’t know what kind of product or service you are into, if its time-sensitive or offers critical services, etc then 24X7 support is a good idea even if the volume is low. But if its not that sensitive and doesn’t impact your customer’s daily life in a big way, then even if your product/service is paid (& highly paid), customers will be ok with reasonable responsiveness.
- So its nothing to do with your volumes, its to do with the criticality of your service.
- My personal suggestion is that give an personalized email id (not support@…) but (Someone’sName@….). Give phone line and set up a good voice mail message.
- Also clearly mention the expected response time for resolution.
- Set up a filter in your email box to catch keywords like “URGENT”, “CRITICAL”, and route them to a separate folder.
- Check that folder first thing in the morning as you get up 🙂
This has been working for 5 years for me! Good Luck
In order to win you must be prepared to lose something. And leave one or two cards showing.
– Van Morrison
Take away for CX Professionals
Customer retention is about creating a winwin scenario.
Sign-up for collaborat newsletter