Know-How Exchange : Customer Behavior

To refine the customer experience, I would always follow-up the "How satisfied are you..." and "How likely are you to recommend.." questions with "And why did you rate your satisfaction (or likelihood to recommend) a _? (where the blank is there recalled satisfaction or recommend score. I hope that helps to give you the data to improve the customer experience.

This is more opinion than answer:

Loyalty is gained from fulfilling (not influencing) a particular need in or motivating your customer regardless of how he/she is segmented by metrics. No matter the business, we are all selling to people. The metrics should help gather the information that leads us to what motivates our customers. One of the top ten interview questions we ask potential employees is "What motivates you?" Should this be a question when gaining insights to a customer? Probably not, but that info can be gained indirectly.
In answer to your question, look at Maslow's chart. His Hierarchy of Needs theory remains valid today for understanding human motivation. The underlying process you are asking for is tailored to the customer or segment's motivational needs. This is where training comes in for the call center team...a process that IMO is grossly under-budgeted. I'm sure there are studies that illustrate how to tailor interactions with clients/customers. My belief is that once you know the motivational needs, and the call center team is trained to link your product and/or service to those needs, your chances improve in gaining further loyalty with your customer.

Steveg

I think basically, you need to view the costumers as they are: each one is (most likely) completely different from the other. If you ask question to a group of costumers, you will hear somethings that you need to either change or improve. All though, I prefer to "hear" each client differently. The reason for that is just because each one will like/dislike a different thing.

My objective, by doing that is creating an environment that will be friendly to all the old clients, and new clients as well. By keeping your client satisfied, even if it's his first time there, although you don't know if he will come back or tell anyone about your business, If he's satisfied you know he wont complain, or say any bad things to his friends.

Basically, by talking to your clients one on one, you got, obviously, a lot more of (important) info, not to mention the interaction with the clients. Customers love to feel noticed, different and special, they love to be heard. When you get bad reviews of your biz, it's good because you know what to improve, if you get good reviews, try to find out what can you do to make that thing which pleased that client even better, so that if he returns, and when he returns, he can like the biz even more.

When you your client reviews are a lot more for better than for worse, you start the customer loyalty. It'll be much easier than to start both at once (customer loyalty and reviews)

I hope to have at least helped to answer your

thank you
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