In its company profile, every business claims of achieving the highest standards of customer satisfaction. It's an important indicator of how a business serves its customers and one of the dictating factors in the success of any company. Customer satisfaction is achieved by offering quality products and services, in the time and budget that are in accord with the buyers' requirements. However, there are times when the situations get more demanding. For example, if the customers' are not happy with a particular product or service and complain about it, the company must be active and should take up issue immediately. Resolving the problems promptly and as per the customers' demand is the key to achieving highest order of customer satisfaction. Customers' issues can be resolved quickly only when they are directed from the right channels to the right authority. In plain words, any business should set up multiple channels for gathering customers' feedback and reviews. Exportersindia.com, one of India's leading B2B portals, is a very good example. The portal collects the reviews and feedbacks of its clients through several dedicated platforms. It has set up online forum where clients can post and share Exportersindia.com reviews. In this way, the company maintains a smooth, uncongested platform for connecting with its valued clients. Gathering the clients' complaints is the first step and should be followed by appropriate action. Problems can be addressed quickly and efficiently if the users' requirements are properly understood. That calls for bridging the communication gap and thus again the same platform where reviews are posted proves useful. With an analysis of what exactly is the expectation from a product/service, the right changes can be made and customer satisfaction can be achieved. Several studies and researches have shown a positive correlation between customer retention and customer satisfaction. If your clients are happy, you are more likely to retain them lest they will be looking for another alternative where they can get better offering. It is not only giving good results but also about providing them quickly. There is no point making a client wait for a month before addressing his/her issues. This time gap may be difference between satisfaction and dissatisfaction. The bottom line is, customer is the king and must be treated like one. Absolutely no delay in problem solving is just what the doctor orders, when client gets a little skeptical. If done in the right manner, this may well be the difference between retaining a customer and letting him go.
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