As the saying goes, it is much economical to retain a satisfied customer than to attract a new one. In today’s competitive world, just satisfying customers’ needs are not enough to retain your customers. Desire to retain your customers or building new referral business, exceeding customers’ expectation is the most important tool you need to learn.
Recently, I’m involved in an online research project and want to share some experience with you.
1.Keeping a smooth communication with the customers and clarify what they need or expectation. For us, we’ve always prepared a Q&A document especially at the initialization of the project. In this manner, customers could constantly adjust their needs according to project operation and their urgency. Meanwhile, we’re not assuming their demands, which can prevent going toward the wrong direction. During project operation, ensure adequate flow of information between customers and you. Keep them informed and let them know which stage the project is at. Weekly report could be a good choice. Continue reading ‘How to exceed customers’ expectation in outsourcing industry?’ »