It is called the Z test - but its name's origin can only be explained in an informal conversation...
I do not know of a more effective way for making a group of people understand the basic principles of customer's satisfaction.
Ask people to fill in boxes 1 to 4 successively, answering the questions shown in the image below.
Click in the image to view amplified.
Do this exercise with colleagues or friends. You are sure confirm what we have discovered after repeating it with hundreds of people:
- the causes for loyalty are mainly customer service and quality of products and services;
- the causes for rejection are bad customer service and low quality of products and services;
- price is hardly mentioned in this exercise.
Conclusion: What makes a client loyal are quality and service, not price. Once disappointed they don't tell you, they just go away!
Written by Claus Jorge Süffert
Make the most when clients still come back to you to complain, it means they still want to engage with you. If they are too quiet, start worrying!
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