If you buy a cup of coffee, a vacation, a house or a car a big factor in the purchase decision is emotional. The emotion is a critical factor in retention and customer loyalty. Customer satisfaction is based on the customer experience. Customers should feel good about doing business with the product or service provider.
While in purchasing rational thinking, trial of the pros and cons etc. play a part, it is the emotional side that makes the difference as to whether or not a sale is made and you gain a new customer. Gut feeling of the client, intuition, sense and interaction plays a significant role in the purchase and this represents a huge opportunity for the smart person in retail sales.
Every aspect of every encounter with a client can be used to build the kind of relationship that results in sales, more sales and referrals to other customers who also buy. Customer experience should not end with a smiley face pasted on the door.The reward for excellent customer service really goes well beyond a single sale, and beyond any single client. To make the customer feel comfortable and in control throughout the sale, while still progressing the sales process is not always easy, but almost always rewarding.
Before we can decide how best to achieve customer satisfaction that should decide the exact reaction that we create every time there is a gathering of customers. Customer satisfaction surveys and market research can provide some information about a company or store level in terms of what customers are looking for and what are their expectations. However, it is no substitute for attentive listening and accurate observation of clients. These techniques usually reveal more about the client's goals and expectations than we may at first realize.
The basic requirement for customer satisfaction then shifts from products, service quality, value for money, hygiene factors, etc. that are common to all the world to create an emotional connection, personal and psychological to the customer that makes them feel happy and connected to you and your organization. The reward for making the effort to establish this kind of emotional satisfaction is measured in sales and referrals and extremely, money in the bank.