The one million euro question: what is customer satisfaction?
It is so hard to find an answer, so I’ll just let some words speak for me.
“I had a few problems with my order so I spoke customer support a few times. And the customer support is EXCELLENT, never seen it better anywhere else. They really are there to help you. They changed everything into a good experience.”
This is customer satisfaction.
When moments of pain become moments of magic.
Friction is inevitable. “Shite happens”, they say here in Ireland 🙂 What is hard is to turn a bad experience into a good one, a remarkable one.
Well, how do you get to receive such feedbacks?
Of course, you need to have in your team someone who really cares about the customers. And by the way, what kind of customer care is when people just don’t care? Then, once you know you’ve got the most philanthropic people of the world (!!!) working with you, you need to get the feedback from that saved customer.
Asking the right questions is crucial. A good customer satisfaction survey can give great results if the right question is asked at the right time.
Yes, time. How about asking for feedback when one’s still in the “climax” moment of the e-commerce drama?
For more references and to better understand what I’m talking about please read it.