Measuring Customer Experience Can Build Customer Loyalty.
Understanding your customer is vital to maintaining and improving loyalty. The consumer shopping experience has become the #1 differentiator for businesses this year, but most business leaders do not have a standard set of customer experience metrics.
Everbearing Services recommends and utilizes satisfaction surveys’ as a tool for measuring and improving customer loyalty. We know what metrics work and we partner with you with you to develop a standard for your business.
Maintaining existing customers loyalty is crucial for sustaining a business’s profitability. Over time and as markets mature loyal customers become more profitable. The periodic measuring of customer satisfaction is important as a frustrated customer is not likely to remain loyal as time goes by.
Satisfaction measures should be augmented with customer behavior assessments like:
- Annual retention rates
- Purchasing frequency
- Total customer purchase percentages
Dissatisfied or defecting customers can provide valuable feedback as well – as they send out a strong message telling a business exactly where improvements are needed.
You can’t manage what you can’t measure – and what could be more important than understanding your customer loyalty?