Every time I interact with an individual representing a company, customer satisfaction comes to mind. Did the individual greet me promptly, politely and with a smile? Were they helpful? I would rather go to a restaurant that has awesome service and mediocre food than a restaurant with fabulous food and poor service.
Customer satisfaction is a measure of how products and services supplied by a company meet or surpass customer expectation. Good customer service is the lifeline of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won’t be profitable for long.
Good customer service is all about bringing customers back and sending them away happy enough to provide positive feedback about your business along to others, who may then try the product or service you offer for them and in turn become repeat customers. With the internet being an informational highway this is so crucial to every business. Companies and individuals are researching products and services before they purchase them. They are looking at Google and Facebook reviews to name a few. 84% of customers read online reviews and 65% believe them. Satisfied customers are your best form of advertisement.
Companies are judged on what they do, not what they say.
“Customer service shouldn’t just be a department; it should be the entire company.” Tony Hsieh