Achieve maximum customer satisfaction to increase productivity in the company.

We understand by customer satisfaction is the measurement of the customer's response to a service or product. of a given company. It is a priority objective for any organisation because it depends on it that they repeat their consumption, that they recommend us to other consumers, etc., which is a direct cause of an increase in the company's revenue. When a customer feels that your expectations are met, that is when you are satisfied.

A satisfied customer will always repeat that satisfactory experience and will recommend it to their environment. Furthermore, by knowing the level of customer satisfaction, we can carry out the necessary actions to build customer loyalty and improve.

It should be noted that dissatisfied customers achieve the opposite effect, As well as meaning less revenue for the company, they share their bad experience with a larger number of people than satisfied customers. According to several studies, compared to five or six people a customer tells about their good experience with a company, the figure can double when the experience is negative.

The employees of a given company who work to achieve objectives and carry out their functions as productively as possible, are more likely to be successful as long as they understand perfectly what customers need. and wish to.

To do this, we will need to equip them with the specific resources and knowledge to help them work efficiently and with a view to achieving the best possible results. Customer satisfaction is therefore a business objective that translates into increased productivity within the company. Productivity and customer satisfaction are keys to a business.

Why is customer satisfaction so important?

The main reason why customer satisfaction is so important is that directly and indirectly, will benefit or harm a company's reputation according to their satisfaction or dissatisfaction.

The main reasons why customer satisfaction has to be a priority issue for your organisation are as follows:

• Customer satisfaction helps to determine the likelihood of a customer making a purchase in the future and whether or not they will become a repeat customer.. For this reason, customer satisfaction is one of the main metrics used to measure customer loyalty.
• Stand out from the competition. In a competitive market, achieving customer satisfaction is a key factor in differentiating ourselves from our competitors. Moreover, customer satisfaction not only helps to control existing customers, but will also be a point of differentiation for new customers.
• Avoid losing customers. Customers often leave because of poor quality customer service and not because of prices as is often thought. For this reason, customer satisfaction is the measure we can use to reduce customer churn. Poor customer service can lead to large losses.
• Increases customer lifecycle. Customer satisfaction brings more profit to the business, playing a vital role in revenue generation. A satisfied customer returns and continues to buy, as well as recommending the company to other potential customers. Increasing customer lifetime value will increase the return on our overall expenditure, which is why we must seek to improve the level of customer satisfaction.
• Generate positive references. A dissatisfied customer tells many others about his or her negative experience, which is why customer satisfaction is so important, as revenue is directly related to repeat purchases. If we measure satisfaction on an ongoing basis we can identify whether our customers are really happy with our company.
• It costs less to retain customers than to acquire new ones. It is very important that we measure customer satisfaction and identify dissatisfied customers. To do this we can use tools such as complaints, claims and suggestions management.

To take into account the importance of customer satisfaction is essential to the success of any business and will help us to be more competitive in the market.

Key benefits of satisfying customers

A satisfied customers can provide great benefits to a company, The main ones are as follows:

1. Increased loyalty. Loyal customers buy our products and services again and again and recommend them to their close circle.

2. Greater advantage over your competitors. How a company treats its customers can make the difference between one company and another. If the consumer sees in us much more than a mere product and service, we will have a competitive advantage over other companies that do not take care of such essential details.

3. Better publicity. Customer satisfaction always enhances and reinforces any marketing and advertising strategy or campaign.

4. Improves the company's productivity. The level of customer satisfaction is directly related to the company's productivity and vice versa. Satisfied customers are a motivation for the employees of any business, who will strive to keep them satisfied on a daily basis and to look for new actions to increase this satisfaction, which will result in an increase in the company's productivity.

By way of conclusion, the customer satisfaction is a direct consequence of company productivity among other factors and vice versa.. A company with a satisfied customer base will result in higher productivity of employees who will be more motivated and will work harder to maintain or even increase their satisfaction.

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