Customer satisfaction is the underpinning factor in customer experience. Customers should feel good in doing business with the product or company. Their buying decision is an emotional game.
While their gut feeling, reflection and judgment plays a significant role in buying, it has to have an emotional side to it. Reaching their emotional side requires the company’s best efforts to please which should exceed beyond product quality and protocols.
To respond to the emotional approach of the customers the company must have a consistent, discriminating and completely pre-meditated approach towards serving customers. Whoever the customer is, they must be made to feel as they are the most important person at the time of transaction with the business by means of procedures and behaviors.
When their expectations, needs and reaction to the organization is positive and the perceived value of the product is favorable, this will then automatically lead to a great sense of satisfaction and loyalty. What your customer says is very important for you and your overall success. They can make or break your business and so it is critical that you take extra care of each and every one of them.