Just like we re-assess the effectiveness of our country’s leadership every four years, a healthy queue needs some routine assessment to keep it running its best. Below are some reminders of a few key tasks you should tend to at least every four years.
1. Look for Trends in Customer Feedback
Keeping customers happy over time translates into brand loyalty and client retention. 86% of customers have stopped doing business with a company due to poor service. But only 4% might speak up about it on their own. How do you know if your customers are happy? The simplest answer is: by asking.
It’s important over time to keep your finger on the pulse of what your customers are saying, wanting and needing. By asking directly in the form of a survey or other kind of feedback mechanism, your customers will directly inform you about the success of your products and services, information you can compare with corporate KPIs to make sure you’re on track to successfully serve and retain your customers.
At least every 4 years it’s important to step back and assess what the data is telling you. Regular, ongoing monitoring of feedback is ideal, however taking a higher level look every few years will give a long-view perspective and help build on what’s working and allow corrective action on anything that’s falling short. If you’re not currently conducting some kind of customer satisfaction survey or customer delight barometer, there’s no time like the present.