Let your customers tell their story and tighten your grip
Is your customer happy? Not that happy? Is he on the verge of switching? Customer feedback is a must for customer-centric organizations. But how do you handle it? Direct Feedback, NPS, CES? Honestly, it can be difficult to see the wood for the trees. So, what to choose? At SAMR we are experts on how, when and how often you should measure customer satisfaction. With more than thirty years of experience under our belt we know: let the customers tell their own stories.
The power of stories
We believe in the power of stories. It’s nice if you get a high NPS, but what about the customers that gave you a lower score? How do you change them into satisfied customer, promoters, even? A score won’t tell you that. A story will.
What’s great, is that customers love sharing their stories. This is why we work with short, but powerful questionnaires. First and foremost, we want to give the customer the opportunity to tell us what they want, in their own words. Tell us what makes them happy. What they expect from you. These stories will tell you ten times more than a score. They will you exactly where your opportunities lie. And so… you can get busy!