Too often improving customer satisfaction means treating symptoms rather than causes. Get to the root of great customer satisfaction with these 5 key enablers.

1. Improving customer
satisfaction – the 5 key enablers
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2. What are the
5 enablers for
improving customer
satisfaction?
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1: The ‘Meet and
Greet’ Experience

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When the customer contacts you for the first time, don’t bounce your prospect
between different operators while you find out about them.
1: The ‘Meet and Greet’ Experience

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When the customer contacts you for the first time, don’t bounce your prospect
between different operators while you find out about them.
The Enabler:
Make friends with your new customers. At First Direct, agents have freedom to do
almost anything without passing off customers.
1: The ‘Meet and Greet’ Experience

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2: The ‘I’ve Told
You That Already’
Experience

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Having to repeat information – such as account numbers
and contact details – can be a relationship killer.
2: The ‘I’ve Told You That Already’ Experience
89% of customers are frustrated at having to repeat their issue to multiple
representatives (Accenture 2013 Global Consumer Pulse Survey).

8. The Enabler:
Make your customer data work harder.
More than 200 data elements – from recent purchases
to friends’ reviews on GoodReads – go into improving
customer satisfaction on every Amazon web page.
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3: The ‘Our Way –
Or Else’ Experience

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Why funnel your valued customers into a single sales channel?
3: The ‘Our Way – Or Else’ Experience

11. 92%of organisations that view
customer experience
as a differentiator
offer multiple contact
channels. (Deloitte)
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Why funnel your valued customers into a single sales channel?
The Enabler:
Be ready to interact with customers on any channel any time, from telephone
to Twitter.
3: The ‘Our Way – Or Else’ Experience

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4: The ‘About to
Churn’ Experience

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When customers are frustrated, you
could be at risk of losing them for life.
4: The ‘About to
Churn’ Experience

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When customers are frustrated, you
could be at risk of losing them for life.
The Enabler:
Make decisions based not on one
interaction, but on your customer’s entire
history with you. You can then offer the
most appropriate response – a genuine
apology; a fitting offer; a letter from the
CEO – to improve customer satisfaction.
Sky TV has an escalation process for
switchers which brings them back in
many cases.
4: The ‘About to
Churn’ Experience

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5: The ‘Turning
into an Advocate’
Experience

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Encourage your delighted customer to sing your praises to thousands.
5: The ‘Turning into an Advocate’ Experience

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90% of respondents who recalled reading online
reviews claimed that positive online reviews
influenced buying decisions. (Dimensional Research)

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Encourage your delighted customer to sing your praises to thousands.
The Enabler:
Provide sharing channels as well as listening channels such as review sites.
5: The ‘Turning into an Advocate’ Experience

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And the
Bonus 6th
Enabler:

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Look at the entire
customer journey.
Create a single view of
your customer across
all media, transactions
and interactions.

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Improving customer satisfaction means engaging on multiple channels, to give your
customer the choices they expect.
The next step in improving customer satisfaction is to connect the dots of your customer
information, so you can build a better experience.
The endgame of improving customer satisfaction is a complete view of your customer,
across all media and channels.
Takeaways:
Find out how to keep your customers happy
on their choice of channel. Download:
Measuring Customer Satisfaction across
Multiple Communication Channels
Download the eGuide now