LISTEN, READ & BE PROACTIVE!
How do you measure or trend your customers’ behavior?
Hopefully you are working with a 3rd Party Quality Firm, like BPA Quality, to do Customer Satisfaction Surveys and Call Monitoring to find out the Voice of the Customer and their overall satisfaction of your company. Now you can add to your arsenal a search of their uncensored thoughts by accessing blogs, micro-blogs, Facebook, etc. No longer is up to chance to capture vital information, now that information is staring you in the face and waiting for a response. Companies can engage the tools available to capture vital trends, so they can be proactive , instead of reacting when it may just be too late. The insight can also enhance business decisions to increase in overall successes.
Just like tuning into the Weather Channel to find out the weather for your weekend plans. If you didn’t have that option, your well-thought out plans may be destroyed due to a storm rolling through your area. The same thing goes for Customer Satisfaction and Loyalty. Quality monitoring of your call center and social media platforms can provide you with a forcast of the overall health of your company. It can also predict any possible storms that are making their way to disrupt any financial plans or success. Being prepared and braced for Customer Satisfaction tsunamis can offer solutions for riding the wave and coming out as a trusted champion with a long line of loyal customers.
Where there is Trust and Loyalty when it comes to Customers, there will always be GROWTH!