Customer Care
Customer Satisfaction
Customer satisfaction measurement is an important part of understanding your customers’ experience with your organisation. This could be done quite easily using an online or a physical survey instrument. The results of the survey will enable the calculation of indices like Net Promoter Scores, as well as understand the gaps in services and even understand some of the customer pain points too.
Customer Centricity
The customer-centric way of doing business is focused on providing an excellent customer experience before and after the sale to drive repeat business, enhance customer loyalty and improve your business performance. To achieve this, the entire organisation needs to have a customer-centric culture, and staff must be trained and guided to provide customer-centric services. Customer centricity is imperative for every business.
Value Proposition
A good value proposition is the value your company promises to every prospective customer. This should be a part of your overall marketing strategy. It also enhances the attractiveness of your products and services as well as the competitiveness of your business.
Customer Needs & Pain Points
When serving your customers, you need to understand your customer profile as well as their needs. Apart from building a customer persona, it will be worthwhile for you to understand their pain points and issues they encounter at every touchpoint in your business.
Customer Loyalty
Customer loyalty is the extent to which customers have built a strong bond and is an advocate of your products and services. They will also select your product or service over others and will give you repeat business. Customer loyalty is a big determinant of repeat business and advocacy.
Customer Engagement
Customer Engagement is the emotional connectivity between your customers and your brand. Highly engaged customers buy more, promote more, and demonstrate more satisfaction and loyalty. The use of automation and technology will enable greater engagement with customers and increased customer satisfaction as a result.