Are you blinking right now? How about breathing? We often take the most important but basic things for granted, including in business. We might get so caught up in the day-to-day tasks that we forget to try to accomplish the overall, underlying goals that are set before us, like improving products and customer service. When you talk about the importance of focusing on enhancing customer satisfaction, the keyword is focusing. It’s important to consciously pay attention, as opposed to simply following the status quo and assume that it is working as it always did.
It goes to follow, therefore, that the second keyword is enhancing – making your customer satisfaction level even better. In old-school terms, you want to keep working until you achieve that A+, rather than being satisfied with a mediocre C.
Importance of Focusing on Enhancing Customer Satisfaction
So how do you enhance customer satisfaction? What more can you do?
Well, there’s probably a lot more you can do if you think outside of the box. For example, do you provide a product or service that people absolutely love? That’s great! But is there any way you can make them love it even more?
What about a product that they are indifferent about? Can you ask them if there is anything you can do to make them thrilled about it?
The importance of focusing on enhancing customer satisfaction, of course, is about the overall future success of your business. “Just OK” probably won’t cut it in the long run; customers won’t necessarily return to “just OK.” … You want to aim for amazing. You want to give them something to rave about – in a good way, of course – to their friends and family, hopefully leading to additional customers or clients for today and tomorrow.
Importance of Focusing on Enhancing Customer Satisfaction as a Part of Quality Management
As a manager or owner, your goal is to have your business flowing as smoothly and efficiently as possible. That includes identifying problems and striving to solve them, or pinpointing areas for improvement and then making those goals come to fruition.
In fact, if your customer feedback process reveals a pattern where improvement is needed, it’s possible that something does not meet recommended standards from ISO. If you’re looking to obtain your ISO 9001:2015 certification, those issues need to be addressed.
In other words, you need to prove that you are doing what you claim to be doing – and have satisfied customers and clients to back you up.
Contact Trident QMS for More Information
If you need more specific information about the importance of focusing on enhancing customer satisfaction, let us know. Areas for improvement aren’t always evident to people directly involved in the business. Sometimes an outside, objective eye sees things that you don’t. Reach out to us at any time through our Trident QMS website or by phone at 520-314-4344.
We’ll look forward to offering suggestions on how you can be even better than you already are!