How to know if your customers are happy…

Have you ever had a wonderful experience with a brand, product or service that you really wanted to tell your friends about it?

Actually, I’m guessing you have. When we experience something wonderful, we want to tell people about it.

I am happy to share with others when I’ve had a phenomenal experience at a restaurant, a retail store, or with my hairstylist or my insurance company.

We want others to have those experiences as well and for those individuals to continue to be successful because of the great work/food/products/services/etc. they’re putting out into the world.

So now let’s flip things.

Do you think people say the same for your business?

There’s one critical question you can ask your customers in order to measure how well you’re doing as a business to know if you have high levels of customer satisfaction and the answer to this question is also proven to be predictive of your future stream of revenue.

The question is, “How likely would you be, on a scale from 0-10, to recommend this to a friend or colleague?”

This was actually researched and measured by Fred Reichheld. He researched customer satisfaction surveys and found that only one question - this question - was directly related to a company’s certainty of (and a predictor of) their future profit stream.

This is the 8th and final driver of business growth and generating business value in this series: Customer Satisfaction.

Companies that scored high in this question also had very high growth rates.

It’s fascinating what the answer to one question could mean for your business.

So, if you’re not sure if your customers would recommend you or not, this could be a great opportunity to find out.

For an easy and straightforward way to engage with your clients, reach out and I’ll be happy to share how I do this with my clients.

Now, think about this in your personal life. What companies would you give a 9 or 10 to in thinking about whether or not you would recommend them to a friend or colleague? What is unique about that business or what do they do well to warrant that strong rating from you? Chances are they’re growing and will be around for many years to come.

I want that for your business.

NOW is YOUR time.

Ariana

To read the full series on the eight drivers of Business Growth and Value, start here.