Customer Satisfaction
Most companies lose 45% to 50% of their customers every five years, and winning new customers can be up to 20 times more expensive than retaining existing customers. You need to know what makes buyers and specifiers choose one supplier rather than another.
The purpose of customer satisfaction assessment is to improve customer satisfaction and yet so often customer satisfaction reports sit collecting dust.
Worse than that, customers have generously given their time to assist in the project believing that some positive action will take place. Their expectations will have been raised. The process of collecting the data seems easier than taking action to improve satisfaction levels.
In any customer loyalty research there will be quick fixes - actions that can be taken today or tomorrow that will have an immediate effect. In the longer term, cultural changes may well be required to improve customer satisfaction and customer loyalty, and that is more difficult.
Our customer satisfaction programme is designed to help you win and maintain customers for life. After all, satisfaction usually leads to a customer returning and buying more, they in turn tell other people about their experiences, and they may well pay a premium for the privilege of doing business with a supplier they trust.
For further information, please call us on: +86 (0)10 6515 6642 or email beijing@b2binternational.com. Alternatively, you can call our UK Head Office on: +44 (0)161 440 6000 and one of the team will be pleased to help.
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