Customer satisfaction :
The keys to keeping your customers satisfied in the current climate
Health crisis, war in Ukraine, inflation... The current context has shaken up everyone's habits. The current economic situation is generating permanent emotional elevators: euphoria in September 2021, then shortages and finally price hikes...Every Salesperson, Account Manager and Customer Service Manager has to manage these changes on a daily basis, and try to make them acceptable while maintaining customer satisfaction.
There are a number of invaluable tools and approaches available to help you deal with this situation.
L’objectif de ce Masterclass Kestio est de partager les outils et les méthodes de “l’Expérience Client“.
Fabien Comtet shares with you methods and tools for analyzing your customer interactions and improving customer satisfaction.
Key No. 1: (Re-)install regular exchanges to improve customer satisfaction
The more you increase interaction with your customers, the more you will focus on simple, concrete and operational subjects, and the more you will create a space for exchange and communication that will enable you to manage emotional peaks.
These regular exchanges can be feedbackon your products, reactions to thecompany's activity using Sparklane...
Exchanges don't just have to be in your interest! Customer satisfaction isn't just a matter of one-off exchanges: you have to help them, give them added value.
Key No. 2: Know your customer (really)
How can you keep customer satisfaction high if you don't know your customers?
Classic marketing techniques are all you need: create classic persona cards to get to know your customers! The persona file is used to determine how to react and communicate with a typical customer, a typical behavior that our customers might have.
Do I know my customer's business? What are its challenges? Its environment?
Knowing your customer well will enable you to open up interaction on subjects broader than the product or service.
Here's an example of what you can put in your persona file:
- Age
- Profile
- Course
- Environment
- Uses and habits
Key No. 3: Anticipate and project the consequences on the customer's side
Now that you know your customer well, you can work onanticipating the consequences of any bad news you might deliver.
To anticipate his reactions, ask yourself the right questions. Analyze your customer's service model and possible imbalances.
- Is it really sensitive to price rises?
- Is he dependent on his customers?
- Where does your company fit in?
With regular interaction, you'll be able to handle the bad news just fine!
Key no. 4: Partners in a situation that affects both him and us
With discussion and anticipation, the situation may not be as sudden for you as it is for him. The customer needs to realize that you're not sending information, but a partner to the customer. You can do this by organizing a workshop! Suggest adiscussion on the ways in which you can improve your customer's satisfaction with your new pricing structure.
Key n°5 : Think ecosystem and propose contacts with players in the ecosystem you share
Thinking customer doesn't just mean talking about your product. Take an interest in your customers, talk to them about their company, their environment and their ecosystem! Get your customers who share the same persona to meet and talk to each other.
Key n°6 : Think explicit AND implicit needs for customer satisfaction
Customers don't say everything! We have to find out what they don't say, but want.
The Customer Consideration Pyramid, based on Maslow's pyramid of needs, helps you think about the explicit and implicit needs your customers might have.
Key No. 7: Be a team player with the customer
To ensure customer satisfaction and a successful customer experience, we need to work internally with the customer (so that we all have the same information) to ensure that information is aligned.
