Category Archives: sales

Customer satisfaction, how to approach it!

Customer satisfaction is one thing every company strives for. However, figuring out whether a customer is really satisfied isn’t always that easy. There are a lot of different variables that can influence the customer satisfaction research outcomes such as timing, means of questioning and approach. Most importantly, the timing and means of questioning can have a big influence on the results of the research.

Timing

Every company messes up sometimes, and people understand this. It is the way you solve the issue on hand that sets you apart from others. Knowing this, it would be very inconvenient to ask what the customer thinks of you the moment the problem occurs. However, if you solve the issue properly and then you ask for the customers’ feedback, you will be more likely to receive a very positive one. Trying to measure the customer satisfaction on neutral ground is the best moment to get an unbiased result.

Means of questioning

The e-mail survey is a very effective and easy to use method to ask for customer feedback. However, a lot of people are getting these e-mails by the millions. A good practice is to also allow the sales/customer support to walk through the questions together with the customer. Use tools that allow you to email your customers along with the sales team filling up the data together with the customer.

Results

The big advantage of the digital approach is the live insight in the data. The information is always one mouse click away. This insight can help you identifying difficulties in your customer support, sales process, marketing or quality of the goods or services. This all depends on the questions you ask of course.

 

If you want to know how Qooling allows you to perform customer satisfaction just contact us!

 

Management system as selling point: practice what you preach

Certifications are often a result of customer demands, rather than a company necessity. Using certifications, like ISO9001, as a selling point, is rather a mere formality and is being utilised by more companies today. By being certified, a company shows it has certain procedures in place to provide optimal quality, but that doesn’t provide quality assurance while the actual management system does.  

Qooling believes a company should not use the certificate as a selling point, but rather to use the certificate’s management system as a selling point. What better way to give potential customers insight in your operations, by showing them the management system? By example, show customers how the management system handles a complaint, and the process the system provides to resolve the issue. Additionally it is possible to give an overview of the qualified employees and how the management system ensures their knowledge is kept up to date.

We have seen users of Qooling show the procedures of their management system through the online interface to their customers. This way they prove to actually utilize the management system to their benefit, instead of just showing the certificate. Furthermore, they demonstrate how they handle incidents, perform quality checks on products and take care of customer service. The notification system ensures clients are always up to date, increasing confidence with the customer that important quality related actions won’t be forgotten.

Being transparent and giving your customers insight in the company’s management system builds trust with customers. Applying this strategy results in the management system becoming its own selling point.