You've read the previous article entitled how to improve customer satisfaction first series? Now I am going to continue discussion on the second series. You can read the strategy I've written in increasing customer satisfaction. As for the other strategies are:
Customer retention strategies
The key to the success of this strategy is customer satisfaction. Things to do in this strategy are:
-Conducting consumer research to measure and assess the attitude
-Create a system so that consumers are willing and easy to deliver feedback, hope, and complain.
-Utilizing a database of all information associated with the customer.
-Giving high satisfaction to customers, such as lower prices, superior quality goods, fast delivery, outstanding service when buying and afterward.
Dealing with complaints Strategies
In this strategy, it may take a direct involvement of top management to deal directly with a customer complaint. This should be considered for:
-Ensure that the product quality and function properly.
-Ensure that customers do not experience problems in using the product company.
The positive impact of the direct involvement of top management in handling customer complaints are:
-Customers will feel cared for by the company.
- Typically, customers prefer to deal with people who have power or decision-makers, so that top management can relate intensely with customers.
If this strategy succeeds, then this will turn the customers who do not like and do not settle for being loyal customers and satisfied customers. This strategy is efficient if it can change the negative word of mouth into positive word of mouth.
It should be noted in handling complaints:
- Speed in handling complaints.
Handling complaints quickly will make customers feel cared for and can turn dissatisfied customers into satisfied with your company's products and services. The expected result is a loyal customer and will buy your product again.
-Fairness in solving problems.
You certainly know a win win solution. You must create a conducive atmosphere so that customers and companies alike the same benefit.
Empathy Strategies
This strategy is closely associated with the strategy of dealing with complaints. In dealing with customers who are dissatisfied, disappointed, or even angry, you can do the following:
- showing customers that you feel sorry and regret to the events experienced by customers.
-Take the time to pay attention and listen to customer complaints.
-try to understand the situation of perceived customer
-When the emotions are stable, invite customers to discuss to find the right solution for your customer's problem.
The key to the success of this strategy is customer satisfaction. Things to do in this strategy are:
-Conducting consumer research to measure and assess the attitude
-Create a system so that consumers are willing and easy to deliver feedback, hope, and complain.
-Utilizing a database of all information associated with the customer.
-Giving high satisfaction to customers, such as lower prices, superior quality goods, fast delivery, outstanding service when buying and afterward.
Dealing with complaints Strategies
In this strategy, it may take a direct involvement of top management to deal directly with a customer complaint. This should be considered for:
-Ensure that the product quality and function properly.
-Ensure that customers do not experience problems in using the product company.
The positive impact of the direct involvement of top management in handling customer complaints are:
-Customers will feel cared for by the company.
- Typically, customers prefer to deal with people who have power or decision-makers, so that top management can relate intensely with customers.
If this strategy succeeds, then this will turn the customers who do not like and do not settle for being loyal customers and satisfied customers. This strategy is efficient if it can change the negative word of mouth into positive word of mouth.
It should be noted in handling complaints:
- Speed in handling complaints.
Handling complaints quickly will make customers feel cared for and can turn dissatisfied customers into satisfied with your company's products and services. The expected result is a loyal customer and will buy your product again.
-Fairness in solving problems.
You certainly know a win win solution. You must create a conducive atmosphere so that customers and companies alike the same benefit.
Empathy Strategies
This strategy is closely associated with the strategy of dealing with complaints. In dealing with customers who are dissatisfied, disappointed, or even angry, you can do the following:
- showing customers that you feel sorry and regret to the events experienced by customers.
-Take the time to pay attention and listen to customer complaints.
-try to understand the situation of perceived customer
-When the emotions are stable, invite customers to discuss to find the right solution for your customer's problem.
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