3 Keys to Customer Satisfaction that Transform Them Into Wildly Loyal Fans
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From Expert to Rock Star
What's the difference between your current consulting or coaching practice and the most wildly successful entrepreneurs today? You might think customer satisfaction, but it's more than that. The biggest thing is having a throng of loyal fans. Once you've got those loyal fans, they do a great deal of heavy lifting to launch your sales and marketing efforts. Imagine how much different your revenue stream would be if you had more fans than customers? You would have a reliable source of feedback, ideas, and support. In fact, for every new product you created, you would have a group of prospect ready to buy. It really would change everything.Learn about systems that support great customer service
3 Keys to Move from Customer Satisfaction to Creating a Fan
How do you transform your current customer base into wild, screaming fans? I find there are 3 keys to successful fan creation. They aren't necessarily a surprise, but I want to talk about them in a depth that maybe you aren't executing today.
1. Ensure Your Customer Gets the ROI You Promised
When you sell a product or service to a customer, there's an inherent promise of a return on their investment. You either say it explicitly or the customer assumes it. Either way, you're on the hook to deliver. If you can't do that, you're sure not to create customer satisfaction. Of course, a lot of the burden to achieve that ROI depends on our customers. Shift that burden to you. Take on the responsibility to make sure your customer gets the information, service, and support necessary to be successful. That means, don't just deliver what you promised to deliver. Do more. For example, let's say you provide HR consulting services to help your client reduce their costs. Obviously, you should deliver the services contracted by your client. That's the bare minimum.Here's more on the critical nature of committing to our customer's success.In addition, should you be enrolled in making sure your client really does reduce their costs. Follow through with each decision they make to see it leads them to cost savings. Be their adviser along the implementation of your content. If your client gets off track, be there to pull them back on. Go above and beyond to make sure they can claim the benefit you sold them.
2. Measure Customer Satisfaction
After a short period of time, customers fall into two basic segments: satisfied or dissatisfied. Although that seems obvious, all too often we as business owners don't acknowledge that fact. In this episode of the Scale to Success podcast, I talk about all 4 customer segments. Of course, the dirty little secret is that we often won't know who is who until it's too late. There is an easy answer for that: survey your customers.Learn about how to use surveys in a way that actually changes your customer's behavior.It doesn't matter if you have 1 customer or 100; send them a customer satisfaction survey. It's not difficult. You can send out free surveys to small audiences with SurveyMonkey or similar services. Another survey service you should consider is Typeform. They're known for create user interfaces for forms, but they also have a great survey tool. If it's not the technology gap that keeps us from surveying, what it is? Often, it's fear. We're afraid to find out where we messed up. But much like not going to the doctor doesn't make the illness go away, not surveying doesn't make our customers suddenly happy. We need to ask. Don't be afraid. Customers want to provide feedback. Especially customers who were disappointed but still want to give you another chance. They won't tell you what went wrong. Don't pass up the opportunity to learn from the experience and improve future customer satisfaction. And even if that customer is angry and decides to leave, that valuable input will pay you back multiple times over as you don't make that mistake with the next dozen customers in the same situation. Be happy for the lesson.