“A good client does not change business for three years. A good business does not change the client for three years. “
If you want to create value with a service you must pursue one goal, the QUALITY of a service must be worth the money you are asking for. Having an exceptional client care is one way to add to the quality.
You must create something that wakes the desire of a client to buy that service. Satisfied customers are the basis for value creation within the business.
If your services are well received, customer satisfaction usually prevails. This factor grows with exceptional client care and support. The expectations of the delivery of the service are only a small part of customer satisfaction.
Satisfied customers probably become repeat buyers and recommend your business or certain offers. They are an important reference for you. The effect those recommendations can have on your business should not be underestimated. And as a plus, it is generally free of charge.
7 Tips on client happiness and client care
1. Obtaining customer feedback is a very important tool.
Shortly before the end of your time together send your client a questionnaire.
What about your customer satisfaction?
<6 – Uh-oh, something is going wrong.
7-8 – The client probably comes back.
9-10 – The client will most likely come back and tell others about your business.
2. Client care can distinguish you from your competitors.
Nowadays many businesses are designed for masses. They pay little attention to individual clients. So it is of great advantage to place outstanding client care on the top of your goals list.
3. Make outstanding client care and support an important part of your business strategy!
Why should the client decide to buy from you? Outstanding customer care is an almost free and very effective measure.
“Caring is winning.” So do it – before the purchase, during the delivery, and after the contract ended.
4. Client satisfaction reduces the churn.
Studies show that price isn’t the main reason for the churning out of clients. The strongest cause is the overall poor quality of client care.
Through the measuring and tracking of client satisfaction, new processes can be introduced to increase quality. Review after six months whether the measures were successful – and then adapt if necessary.
5. Very satisfied clients increase sales.
A study conducted by Infoquest (Germany) found that a very satisfied to extremely satisfied client generates almost 3 to 14 times more sales than a satisfied client. Satisfaction is therefore directly related to client lifetime value.
6. Decrease negative propaganda by delivering exceptional services and having outstanding client care and support.
Did you know that a dissatisfied customer statistically spreads his negative experiences to up to 15 people? Quite frightening actually. With the snowball effect, one dissatisfied client could be reaching hundreds of potential clients.
You can counteract this problem. Do not let it get so far! Where there is no dissatisfaction, no dissatisfaction is spread.
To avoid bad propaganda, customer satisfaction must be measured continuously.
7. It is cheaper to bind customers than to get new ones.
It costs six to seven times more to attract new clients than to bind existing customers.
Surprisingly marketing teams have thousands of Dollars to attract the attention of prospective buyers, but only a fraction of that is spent on the satisfaction of existing clients.
What do you do to ensure client satisfaction? How do you deliver on client care?