Thinking Beyond Customer Satisfaction Research Thinking Beyond Customer Satisfaction Research

Thinking Beyond Customer Satisfaction Research
Customer satisfaction and customer delight are two very different things to work upon. Many think that
if the customers are satisfied it means they are happy to receive the same services and products. They
forget or get to realize it later that their customer count is decreasing and they are losing their
customers’ loyalty. Customer satisfaction research is conducted to analyze customers’ perception
towards a brand and what do they expect from the brand that will only satisfy them. Customers are
attracted when they get personalized experience that makes them not only loyal to the brand but also
promote it in their social circle.
Bringing delight to customer experience may result in customers being the brand advocates. When this
happens, it means businesses are doing the best in maintaining their customer experience. CSAT is a
measure to know how satisfied the customers are with the products and services of a company but if it
is added with personalizes services and enhanced customer experience, their expectations are exceeded
surprisingly. Customers today do not yearn for satisfaction; they also conduct their own research to find
out the best brands and organizations which can provide services beyond expectations.
Customers are not suddenly, it requires strategies, plans and the final action. Besides making plans and
executing them, there are a few things to ponder over:
Continue to Enhance
If the customer satisfaction research is positive for an organization it does not mean that they have to
stick to those services once and for all. Customers require more than that. Continuously enhancing the
customer experience making it better than before will be definitely liked by the customers and they will