Five Ways to Increase Customer Experience
Your MSP business is going to statistically lose approximately 91% of its clientele because they’re unhappy. Now that ratio is likely to remain constant, but the number of customers which characterize said ratio for your business can be cut down. For illustration: if you’re losing 91 out of 1,000 clients, the right kind of strategy can change that to something like 9 out of 1,000, depending on how well you implement certain strategies. You’re always going to lose some— you can’t please everybody. But through these five tips, you should be able to retain more than you would otherwise. Actionable strategies include:
• The customer’s always right
• Get numbers on customer satisfaction
• Increased loyalty leads to increased satisfaction
• Avoid known mistakes
• Early expectation setting
The Customer’s Always Right
You’ve heard this old trope a million times, but perhaps another way to rephrase it is: think of the customer as a boss. Your client’s your boss. What they say goes— provided you’re able to make it happen. Sometimes you’ll have unruly clients who insist on the impossible. Please them as best you can, but be professional concerning limitations.
Get Numbers on Customer Satisfaction
You want to collect as much data pertaining to your MSP business as possible, especially with regards to the satisfaction of clientele. Surveys aren’t a bad idea, but be careful how you conduct them. What’s definitely important is finding ways to collect information which shows how satisfied customers are. You can ask for reviews if you like, but don’t be a pest. Generally, an increase in acquired services and their use indicates satisfaction. Actionable, effectively descriptive correlations of this kind can be drawn and exploited to maximum effect; especially given modern data capture technique. It can be wise to consult an agency skilled in contemporary marketing developments to help get an idea as to the best way such statistics can be obtained and utilized.
Increased Loyalty Leads To Increased Satisfaction
Think about Apple and Windows computers. What are their users like? Well, “at odds with one another” would certainly be a fair description. But the computers essentially do the same thing, and in essentially the same way. For the vast majority of users, all the additional utility of a Macintosh isn’t what draws them to the higher price tag. It’s consumer loyalty, subsequent familiarity, and inherently perceived satisfaction as a result. So, work to inculcate loyalty in your clients above and beyond satisfaction. The one feeds into the other, making it more important. Loyalty trumps satisfaction as loyalty also facilitates it.
Avoid Known Mistakes
Failing to acknowledge customer feedback, taking negative criticism personally, and having long, boring surveys all annoy clients and may send them packing for good. You want surveys, but they should be as short as possible. The first two common mistakes are easier to fix, but the third may require professional consultation to get just right.
Early Expectations Setting
Set your customer’s expectations as soon as possible. This will help increase their satisfaction, as they’ll get what know is possible, rather than their impossible dream.
Get Professional Assistance
Nicholas Fortin is the President and Owner of Nexxen Technologies, which provides IT Support in West Palm Beach. With a wealth of experience in the IT industry and a very real sense of what it takes to run a successful business, he is the ideal person to help their clients achieve more through a more efficient use of technology.
Nicholas is well versed in the management of computer networks, IT Infrastructure and Operations Services (IOS), as well as in IT services best practices, due diligence, PCI-DSS, SOX, and HIPAA compliance in Boca Raton. Nicholas is justifiably proud of his ability to establish and maintain excellent working relationships, not only with their clients and vendors but with his co-workers too. Their 98% customer retention rate is a source of pride to everyone on the Nexxen Technologies, Inc. team too!
