A detail that few entrepreneurs know is the difference between customer experience and satisfaction. Despite being quite correlated, there are quite different details between these two terms. Knowing how to make productive and improved use of each one of them increases the chances of success in your enterprise.
After all, making more sales is the desire of almost every entrepreneur, isn’t it? In this post, you’ll find out how to track customer satisfaction, as well as differences in customer satisfaction and customer experience. Keep reading!
How important is customer monitoring to my business?
First, it is necessary to define how the customer experience impacts the strategic management of the business. This process is defined as the entire consumer journey during the purchase. Sounds a little complicated, doesn’t it? But that means, in fact, that they are all the facts from the discovery of the service or product to its use.
In this way, the customer has contact with the most varied departments of his company: the marketing, sales, collections and post-purchase support sectors — all of which receive very important information about the profile of their clientele.
But what is the importance of monitoring my consumer? Understanding the desires of its customers means that projects and attitudes are taken in order to increase the chances of new sales and future relationships. With this, there will be an increase in the performance of your business, without forgetting the cordial and proactive service with your consumer.
Data are of fundamental importance for any brand that operates in the competitive market. Today, a customer is not just looking for a product; he wants to be treated well, to have his doubts resolved and to find a good or a service that is in line with his needs. All the insights involved in this process make up the customer experience.
How can I optimize my business with my consumer information?
Optimizing often means increasing the performance and agility of a brand. The reactions of a customer in your establishment can be used to develop strategies with your team, in the search for improvement in the relationship and in the loyalty of already active customers.
To achieve this in practice, you need to know how to make good use of your customers’ feedback . This information will guide proposals for improving customer relationships and experience.
The use of Customer Relationship Management (CRM) programs makes this process more effective. The unique needs of a consumer can be recorded in this software in an integrated and organized way.
Another tool that can help optimize your business is the integration of CRM with an Enterprise Resource Planning (ERP) management program , which gathers all the information from a company’s departments.
Thus, you can offer a personalized service to your customers, increasing the degree of satisfaction with your brand and developing a long-term relationship. Think about it! Using technology efficiently makes your business stand out in the competitive domestic market.
After all, what’s the difference between customer experience and customer satisfaction?
Each of these concepts has a particularity. As it is said in popular knowledge, it is necessary to understand something to know how to do it correctly. Let’s start right away with the customer experience. It concerns all the processes and factors that make up a purchasing process. From the first contact to the finalization of the purchase, there are many details that need to be worked out well by entrepreneurs.
The experience demonstrates whether the consumer will do business with your brand again. Therefore, it is necessary that all your employees are aligned to serve the customer in the best possible way.
Now that you understand a little more about what the experience is, let’s talk about the consequence of a good service: customer satisfaction. Having satisfied customers is the goal of many ventures.
It is not just for the simple fact of wanting to sell , but for the professional fulfillment of knowing that your business can prosper and satisfy the most diverse profiles, meeting or even exceeding expectations.
Satisfaction is the heart of a whole job among its employees, suppliers and all other people connected to your enterprise. You must always be aware of the metrics and data obtained with management software , in order to satisfy your consumers. Be sure to invest in this aspect!
What is the importance of business management for monitoring customer satisfaction?
As we said, it is necessary to use technology to work with data and information that guide the implementation of loyalty strategies and also improve the relationship with the consumer.
CRM allows the inclusion of organized data, which facilitates tracking and analysis. An example of how this can be used is in marketing campaigns. With the information, you can run commercials and advertisements targeted to your target audience.
This practice increases your campaign’s chances of success, whether by attracting new consumers or reinforcing your image with already active customers.
An ERP is also indispensable to any enterprise. Visualizing all sectors and, especially, their shortcomings is a winning strategy to anticipate situations that can generate discomfort or loss for your customer, reducing the chances of selling.
The relationship and development of customer experiences with your brand is very important. Now that you know a little more about how customer satisfaction is fundamental to your business, try to implement strategies and tools that can measure this data.