With this feedback, you have multiple resources to improve upon design and concept. But if you hope to reach pre-existing customers, you may need to go more in depth. Another way to reach out about customer satisfaction is through a simple survey, sent to your customers through email. This survey should be short and touch on aspects of the business which is either lacking in conversions or is doing well but could be better. Surveys can be sent in two ways: These customers are currently satisfied enough to continue purchasing strength.
For example, video game companies who have subscription-based online games will send a survey to customers who decide to not re-subscribe. The key thing they ask is: How do you feel we company can improve upon X? X can be the product game , features, or benefits.
What made you bored, or uncomfortable, or so upset you decided to look elsewhere? And remember, the more concise the survey the better your results. Asking 10 different things will make it hard to analyze the data and feedback. But focusing on key aspects gives tighter responses for easier implementation.
Work Inefficiencies Customer Service. Weak Supply Chain Customer Service. Tarnished Reputation Customer Service. Bad Acquisitions Customer Service. Customer Service Customer Service. Cost Structure Customer Service. Marketing Department Customer Service. New Technology Customer Service.
Emerging Markets Customer Service. New Products Customer Service. New Markets Customer Service. International Expansion Customer Service. Bad Economy Customer Service. Volatile Currencies Customer Service. Intense Competition Customer Service. Change in Tastes Customer Service. Customer service opportunities relate both to technology that might improve existing service levels or to completely new service processes.
As well as using any customer input about possible improvements or developments, seek innovative solutions from your own staff and suppliers and also look at what your competitors are doing. Also, consider what other organisations in different business sectors are doing in customer service terms--much of it may be transferable to your organisation.
Lack of understanding of changing customer expectations and needs is one of the biggest threats for customer service, alongside competitor activity and innovation from new entrants to the market. Using specific customer service measures is a good way of analysing how much customer service is perceived to improve or decline year on year, underlining how much of a threat is posed by poor performance.
Once identified, strengths, weaknesses, opportunities and threats should be used to formulate specific objectives and an action plan for improving customer service levels.
Objectives should aim to build upon strengths and reduce weaknesses by taking advantage of opportunities for improvement. This will reduce the potential impact of some or all of the associated threats. Good communication and customer service training may be needed to enable people to meet these objectives.
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Undertaking a SWOT analysis of customer service involves identifying what “customer service” represents for you and your organization in terms of procedures, behaviors, motivations and attitudes.
Once the SWOT analysis is complete, an action plan should be created to address each of the four areas and improve performance.
The SWOT analysis process is straight-forward – objectively consider each of those four key areas. In addition, think about what the customer’s perspective might be in each of those areas, and. What is a SWOT Analysis? It is a way of evaluating the strengths, weaknesses, opportunities, and threats that affect something. See WikiWealth's SWOT tutorial for help.
A SWOT analysis is a tool for documenting internal strengths and weaknesses in your organization, unit, department, area, or program, as well as external opportunities and threats. You can use this information in your planning to help achieve your goals. When we use SWOT analysis, it’s often for strategic planning. It prepares for decisions and gives an overall look at the strengths, weaknesses, opportunities, and threats of business. It prepares for decisions and gives an overall look at the strengths, weaknesses, opportunities, and threats of business.