The beginning of customer satisfaction comes with a clear picture of what customers need, want and expect from a purchase experience.
Companies and customers are often disconnected because of an inaccurate definition of satisfaction. Companies deliver services to customers in hopes that satisfaction occurs. A disconnect usually occurs when customers have unmet expectations.😌😔
It seems like every company promises “100% Customer Satisfaction Guaranteed.” This is a classic example of a slogan that over-promises and under-delivers. The slogan is doomed💣 from launch.
Many times, customers cannot actually define what is required to create satisfaction in their purchase.
Shoulder shrugs are followed with “it was ok.”
Companies are seeking “WOW”😉 and obtaining “EHH.”🤔
I suggest most companies counterstrike the satisfaction issue from the wrong path.
Rather than to TRY to satisfy a customer, instead work hard to eliminate or reduce drastically dissatisfaction in the buying🛒🛍 experience
Customers remember📝 things that went wrong much more readily than an experience that delivered as expected
Consider these bullets du jour:
Speed — if your business promises speed, slow is a major dissatisfier. Even the notion of slow is a bad thing.
Clean —Define clean in the exact manner as your customers define the term. If a gap in the definition occurs, dissatisfaction is the outcome.
Friendly —I’ve never heard a company promise “unfriendly service” but it sure seems readily available. Remove people who deliver unfriendly service. It’s really that simple.Maybe lack of friendly training is the issue. Didn’t Forrest Gump say that “friendly is as friendly does?”
Make a list of every touch point in your business. What can go wrong? Develop systems to remove obstacles to satisfaction. If you can’t fix it, stop it.
When we whisk-off the bad stuff, we have a better chance of delivering a satisfying experience.
Guaranteed.
