5 simple steps to reduce infidelity
The key to successful sales over time is understanding what the customer wants. Today, tomorrow and the day after.
The management company Brick Management describes in a very simple way what is required to increase customer satisfaction and thus reduce the risk of the customer choosing another supplier:
- Pay attention – if you don’t keep up with what the customer really thinks and feels, you risk being passed over for someone else who better meets your needs and requirements.
- You are replaceable – nowadays it is much easier to replace a supplier as the choice has increased in almost all areas. If you don’t continuously adapt your offer, you risk losing business to other more agile suppliers.
- Digitalization creates accessibility but also distance – the key lies in combining advanced digitalization with personal contact.
- Surveys don’t tell the whole story – instead of conducting customer surveys on whether the customer was satisfied or not with a particular service or product, have the courage to ask customers what they really think of you as a supplier and what would make the customer choose another supplier.
- Needs change over time – as a supplier you need to be aware of trends and innovative solutions and be proactive.
It is said that a dissatisfied customer talks about you with 20 other people, a satisfied customer with five. It is therefore quite costly not to satisfy customers and meet their expectations. Which really should be quite simple, if you know what the customer really wants.
