Creating a new customer is an achievement for a company but the challenge is to retain the customer and keep them happy with the product and service.
There are multiple ways which companies use to create a memorable experience for their customer. Company should know its target audience. Having the right data related to the customer is key. If company will have correct information, they can plan the customer requirement, preferences in advance.
e.g. for a 5 star hotel industry, if a hotel has data related to customer which usually companies maintain in CRM tools, then they can provide rooms, services, Food, discount, loyalty points and other option according to the past purchases of customer. This will keep the customer happy and delighted.
Only Selling the product is not where game ends, providing After sale service in case of damage or repair of goods is also very important.
The service staff should be well trained to handle all customer grievances with patience because a single unhappy customer can take away 10 other future customers with his/her reviews.
Business model should have certain customer centric point which will display the importance of a positive customer experience for management and employees.
100% customer order fill rate
1 PPM defect rates
Best after sale service
Best price & discounts
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