Do you want instant feedback on your business's customer service? This is how Shangi Airport does it.
I just came back to NZ through Shangi Airport (Singapore) last night (I was going to send this out last night, but I was too tired...)
At most service locations, whether they be information points, toilets, shops, and even customs, you see these instant customer rating screens (see photo above - she did smile!!)
It makes it very easy for customers to rate the customer experience, just one little click on the touch screen.
What a great tool! It’s nice when people have the opportunity to provide easy instant feedback, it keeps the customer service staff on their toes and it provides valuable feedback for management on who does well and what areas can be improved.
The system has elevated the standard of customer service as a whole. Since the introduction in 2011, the average number of feedback received per month has been about 354,000, compared to an average of 200 feedback received before it was implemented. (source: Shangi Airport website) That’s pretty amazing!
Customer feedback is a very important way to improve your service standards. Great service will grow your sales, it’s that simple.
So, have a think about how you could solicit customer feedback in an easy way.
And yes... I did click the survey buttons at the different locations a couple of time! :)
Marketing for Success Programme – starting next week, register now!
If you’re interested in growing your business and meeting your goals, there are still a few spaces left on the Marketing for Success Programme starting in July 2014. Click on this link for info: www.smartraining.co.nz or for testimonials, go to: http://www.smartraining.co.nz/testimonials.html
Funding from New Zealand Trade & Enterprise may be available.
Till next week, Marijke
We've been doing a bit of travelling in the last few weeks and it reminded me what makes customers buy more.
Here are a few observations:
- Customers buy 48% more if there is an emotional connection. This means that if you make your customers feel important and comfortable right from the start, they'll spend more and stay longer.
- You don't remember what people said, but you do remember how the made you feel. What do you or your staff do to go the extra mile for your customer? I know this sounds like a cliché, but it is SO important you hire the right staff and train them well in customer service.
- When you analyse bad reviews on sites such as Tripadvisor, it usually starts with a bad initial first contact, like being ignored when you a arrive, or a bad handling of a complaint. Ensure you (and your staff) control these situations.
- In our Marketing for Success Programme (the next one starts in July), one of the main areas we look at is the Customer Experience, as this is what it's all about.
We all go to our favourite restaurants and hotels because of the way these places make us feel and the way we are treated. Successful businesses get the experience right. We have had some great experiences at certain hotels, which made us stay an extra night.
- When was the last time you were a customer in your own business? Do test your own product regularly so you can improve the experience for your customers!
Till next week, Marijke
Don't miss the next Marketing for Success Programme (Starting July 2014), there are a few spaces available so don't hesitate if you'd like to achieve your personal goals and business goals. To read about the current programme, go to: http://www.smartraining.co.nz/testimonials.html
Marijke Dunselman. Click here to read more about us!