Do you know what Whangarei is?
Craft beer and software – perhaps not the first relationship that comes to mind when you think of a software pairing. But every industry needs the right, standardized tools to do their job, to save time and money, and to ease frustration.
Last month, I had the chance to meet some of our customers for the first time after joining SmileBack as Managing Director. I was curious to hear about their own insights into customer satisfaction and what they do with the CSAT feedback they receive. I wrote down quite a list, which this autumn I’ll turn into a best practices document (leave your info here if you want me to email it when it’s ready). In the meantime, though, here are a few good ones:
As many of you know, I ran an MSP on ConnectWise for many years, which is how I came up with the idea for SmileBack. These last three years of building a product that I’m very proud of with a team that I love, achieving milestones like becoming the number one-rated app in the ConnectWise marketplace and surpassing $1 million in annual recurring revenue, have been wonderful. It also feels like the prefect time for a break, to hand over the reins of managing the company to someone I know well and trust, and to come back refreshed a little while from now after an exciting round-the-world trip.
Do you know how satisfied your clients really are with your service?
How do you find new customers? And how do you keep the ones you have?
Customer retention is absolutely essential for a healthy company. In fact, a Bain and Company study found that a 5% increase in retention can result in an average profit increase of nearly 40% for a brand.
Having a solid customer experience strategy is more than a marketing gimmick or boardroom buzzword among high-performing companies today. When asked about the single most exciting opportunity for their organization in 2018, the top of the list was almost unilaterally optimizing customer experience.
Such findings may not surprise many marketing and customer service experts. A 2013 report from Walker Information predicted that customer experience would overtake price and product as an organization’s key brand differentiator by the year 2020.
Negative emotions are unavoidable, and as psychologist Jonathan M. Adler describes in an article published in Scientific American, that isn’t necessarily a bad thing.
We’ve given our Performance Reports a visual update to make it easier to see the client satisfaction data that matters to you.