Customer Surveys
This is an opportunity to take a look at your company from the current customer’s perspective. For best results, telephone survey a sampling of current clients, and then again six months to one year later (mailed surveys only capture a 15% return on the average, which means you are not hearing from 85% of your customers). Search for answers to questions relating to customer service & needs satisfaction.
Just the act of calling the customers and asking for their feedback will convey an important message as to how valuable they are to your organization. It lets them know that you are not taking them for granted, and you value their input. 97% of the customers unhappy with service today don’t complain, they simply just don’t return. So make sure to measure customer satisfaction and make sure you are exceeding your customer’s expectations (and if not, what will it take to do so).