I'll tell you why. In a good Business strategy we need to focus on a few main things and I point out 3 of them. Those three are; Customer Satisfaction (NPS), Employee Satisfaction and Value Creation (decision making). Without knowing the answers, it is impossible to make good business decisions.
So what do we need to do? First we need to find out how our customers are doing, are they happy and satisfied? We need to contact our current customers, customers who have left and who might be the potential customers.
What about value? Do we create value from them? And last but not least, how are your employees?
Customer Satisfaction (more sales):
Customer satisfaction is a term that reflects the fulfilment of customer expectations.
Measuring customer satisfaction helps you take stock of that demand, find out what your customers like, and maybe even discover what they don't like and what leads to dissatisfaction. A proper understanding of your customers' satisfaction will help you identify their specific needs.
A satisfied customer is more likely to recommend a product or service they buy and is more likely to buy the same product or service again.
Great way to measure customer satisfaction is to use NPS questions. NPS stands for Net Promoter Score. How do we calculate NPS and what does it tell us? Scale 0-6 are detractors, and we need to ask what went wrong. 7-8 are passives and 9-10 are promoters, who provide us leads.
With NPS, we can also collect direct leads in connection with a customer satisfaction survey.
It is very likely that a satisfied customer will immediately recommend the product or service to their friends as well. So, we should ask, who should we contact?
Employees satisfaction (and motivation):
The most important thing in staff development is that everyone is in a position that interests him or her and is as appropriate as possible to his or her own stage of development and potential. When a person is in a task that interests him, where he learns something new, and that is demanding enough, he grows both as a person and as a pusher and produces results.
Giving responsibility is one of the best ways to develop people, create growth, and manage it. (Alahuhta, Matti: johtajuus 2015)
An internally motivated employee can do well and provide more added value to the organisation. Therefore, intrinsic motivation is a key factor in succeeding in future working life. In the future working life, the winners are those companies that manage to harness the internal motivation of employees for productive work. An internally motivated individual is enthusiastic about the work itself and not just about the external rewards that the work produces for him. Such an employee enjoys his or her work and the opportunities it offers for self-expression. (Martela, F & Jarenko, K: Draivi 2015)
Therefore it is valuable to write down where you want to be now and in the next two years. It is important to share these thoughts with your colleagues and your supervisor. So everybody in the team knows where you are and where you want to be.
What comes to employees satisfaction, we also need to know why people leave the company. How can we develop our system so effectively that they would stay? Is it because career opportunities are poor? If we don’t ask, we don’t know. Therefore, it is difficult to make important decisions by guesswork alone.
Value Creation (decision making):
Easier to make better decisions when you have facts. Works in both, internal and external decision making. By combining NPS you get instant leads. And with lead you can increase your sales. And on the other hand, you will get valuable information why someone doesn’t recommend your products or services. So either way, these will help you, when you make decisions.
Moreover, this is why you need Zeffi. Let’s not guess, Let’s find out!
Contact us to hear more,
Customer Success Manager