Customer driven service standards provide keys to success for your customer relationship management.

The best way to determine how your business is serving customers well or failing to do so is to monitor customer feedback and conduct content analysis of their communications.

Customer Driven Service Standards
Provide Data That You Can Analyze

Monitoring customer feedback requires keeping records of all customer communications. This includes letters, telephone calls, comments on Web sites and blogs, frequently asked questions, and online searches for your business name.

As you gather customer communications, you can determine the most frequently mentioned topics and activities. After you’ve collected enough of this information, you can determine categories that enable you to use content analysis.

Content analysis is a research method designed to objectively and systematically quantify communication content. In other words, it enables you to build a database and statistically analyze it to reveal a wealth of information about your customers’ perception of your service.

If you don’t know how to conduct a content analysis, some marketing consultants can do it for you. I can. Or you can hire a communication graduate student to do it.

Customer Driven Service Standards
Provide Guides For Improving
Your Customer Service

Once you know what your customers think you are doing well and not so well, you are ready to implement that information into standards that guide your customer service.

For example, the City of Rockville, Maryland devised standards for every type of customer interaction. These standards include what customers have the right to expect and required staff behavior to meet those expectations.

If you want to establish your own customer driven service standards, you may want to take a look at this city’s at http://www.rockvillemd.gov/government/custserv.htm.

Customer Driven Service Standards
Provide Keys To Your Business’ Success

You can improve your business’ success by keeping your customers and turning them into your best marketing resource. But this requires that you:

• Research the services that your customers want and need,
• Categorize and analyze those needs into standards, and
• Implement the standards into the daily operations of your business.

In this way, your customer driven service standards provide you a foundation for business success.

To get more information on customer research and customer service, click the links below:

Market Segmentation and Customer Research

Success With Customer Relationship Management

Want to know how to find more new clients and sales prospects?  This eBook covers many strategies, including referrals, cold calling, getting to decision makers, elevator pitches, Internet marketing, and more. Check it out.

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Posted 10-1-08:
Customer Driven Service Standards
Provide Keys To Success

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This entry was posted on Wednesday, October 1st, 2008 at 6:32 am and is filed under Customers, Marketing Research. You can follow any responses to this entry through the RSS 2.0 feed. You can skip to the end and leave a response. Pinging is currently not allowed.