GREATCUSTOMERIS SO MUCH MORE THAN A

SMILE

SERVICE

to providing consistentlyexceptional customer service isKEY to creating loyal customerswho frequent and champion yourbusiness.

BEING COMMITTED

When was the last time youwalked away from a storethinking about how reallynice or helpful the personwas who you just dealtwith?

Creating a good culture inyour business whereexceptional customerservice is valued, andrewarded, is key.

It starts with leading byexample & by havingengaged staff who shareyour values and areencouraged to provideexcellent customer service.

PROVIDE MULTIPLELINES OFCOMMUNICATIONConnect with your customerswhere they expect you to.Make it easy for your customersto contact you.

ASK FOR FEEDBACK

Walk the Talk - show yourcustomers that you care aboutwhat they have to say and arecommitted to them.

LISTEN TO YOURCUSTOMERSReally listening to what yourcustomers have to say is animportant first step.Apologising & being accountablefor anything that went wrongbefore finding an acceptablesolution goes a long way.

FOCUS ON THERELATIONSHIPHappy customers are repeatcustomers, and by building arelationship where you are morethan just another choice, they aremore likely to come back over andover.

How can you tellyou are trulyimproving?

CUSTOMERSATISFACTION

surveys can be a great way to gaugehow you are really doing across arange of measures, includingcustomer service.

1. GATHER INSTANTREAL-TIME FEEDBACK

Receive instant customer feedbackthrough regularly scheduled onlineor email surveys. Gather insight intowhat your customers really thinkabout your business, and the servicethey receive.

1. GATHER INSTANTREAL-TIME FEEDBACK

Schedule email alerts on specificmeasures to be immediatelyinformed when things don't quitereach expectation so you canrespond quickly.

2. BENCHMARKRESULTS/TRACKCHANGESTrack trends over time and monitorhow well you are doing. Use abenchmarking system that comparesyour data against others in yoursector.

3. CUSTOMER LOYALTY

Find out if your customers intend toreturn or would recommend you toothers - and why! Identify areas which you are strongand areas where you are able toimprove.

4. DISCOVER TRENDS

Benefit from finding out what peoplereally think and want to see. Spottrends ahead of your competition toprovide you with a significantadvantage within your sector.

MEASURE YOURPERFORMANCEA Net Promoter Score is a keyindicator of performance. A high NPSmeans that your customer base isextremely loyal and that many ofyour customers are willing torecommend your business.

getsmart global

is an online survey & data collectionsystem with an average responserate of 45%.

We've used our extensive marketresearch knowledge & experience todevelop a fully-integrated system.

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