Ensuring Customer Satisfaction - (Whitepaper Part 3)

This is an excerpt from the FieldConnect Whitepaper titled "Maximizing Profit with Field Service Mobilization". To download the full document please click here:http://www.fieldconnect.com/

Ensure Customer Satisfaction
What is the cost of losing customers or spending unplanned budget to keep existing customers happy? In today’s economy it is imperative that you retain your customer base in order to find new revenue opportunities from within as well as their peer groups. The impact of not ensuring customer satisfaction can be measureable and staggering:

- For every customer who bothers to complain, there are 26 others who remain silent.

- The average “wronged” customer will tell 8 to 16 people.

- 91% of unhappy customers will never purchase services from you again.

- It costs about five times as much to attract a new customer as it costs to keep an old one.

- Each one of your customers has a circle of influence of 250 people or potential customers who hear bad things about you!

Your field service organization is your first line of defense in the customer satisfaction department. They are in place to address problems if and when they occur; so the completeness and promptness of response will be a direct indicator of your level of customer commitment. An effective Field Service Mobilization solution can ensure the highest caliber of response as well as provide new opportunities for cross selling and up selling during each and every service call.

In today’s “information at my fingertips” world, customers also expect a level of self-service and web-based access to their status and service requests to mitigate the need for calling into an already over-taxed dispatcher. The difference between “best in class” and “average” service organizations is sometimes as simple as the level of offerings available for the customer to chose from as it relates to service level response expectations.