One thing that you need to know as a business is that your customer doesn’t care about all the
details about how a service is
performed. All they truly care about is solving their own problems and satisfying their needs. You need to make sure that whatever services and products you are offering meet your client’s expectations. As a brand, customer satisfaction should be very important to you because that is what determines your future.

Why Customer Satisfaction Is So Important

You must be wondering why you should satisfy your customers and how satisfaction is so important. Here is a list of reasons to help you out:

It is an Indicator of the Client’s Loyalty

Customer satisfaction is one of the key indicators that predict a client’s future purchase pattern. If a customer is satisfied with your products and services, they will keep returning to you for more. This is one of the main reasons why you need to encourage your employees to win your client’s loyalty.

It is a Differentiator

You would know how competitive the market is out there. Every business is fighting to get more and more clients, which is why client satisfaction is an important differentiator. You need to think of two products. Which business will you opt for? Your answer will always be the business that has a great customer care team. Use this differentiator to your advantage.

It Will Cut Down the Customer Churn

One reason why businesses experience customer churn is poor customer service. You can measure the current satisfaction level of your customers, so that you can work on new processes in order to improve the client satisfaction.

It Will Increase the Customer Lifetime Value

Did you know that a satisfied customer brings 2.6 times more revenue than a customer who is a little satisfied? Similarly, a completely satisfied customer brings 14 times more revenue than an unsatisfied one. You need to understand that customer satisfaction will lead to an increase customer lifetime value, which translates to more profits.

It Cuts Back Negative Advertisement

A customer who is not satisfied is more likely to tell people about their experience. This results in a lot of negative word of mouth that can affect your business. Again, this will affect the revenue and purchasing patterns. In order to eliminate this, you need to make sure that your customers are satisfied and write good reviews about you.

It is Cost Effective to Retain Old Customers than Get New Ones

You might not know this, but it’s true. It will cost you six to seven times more to get new customers than to retain the old ones. In order to get new customers, you will have to spend so much more on your marketing, so that you can turn your leads into sales. Some great ways to retain your customers are:

• Use blogs so that they can learn about you.
• Send them emails so that they can learn about promotions
• Use surveys to measure customer satisfaction

References

• http://infoquestcrm.co.uk/about/case-studies-2/
• http://www.infinitcontact.com/blog/10-reasons-why-customer-satisfaction-is-still-a-crucial-business-metric/
• http://blog.clientheartbeat.com/why-customer-satisfaction-is-important/