Quels sont les indicateurs clés de la valeur et de la satisfaction des clients ?

Key metrics for customer value and satisfaction include Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), Customer Lifetime Value (CLV) and Churn Rate. These indicators help measure immediate satisfaction, loyalty, revenue potential, ease of experience, retention, and repeat business, providing insights into how customers perceive the value of products or services and guiding strategies to enhance customer experiences.

Todo producto y servicio debe generar valor y satisfacción para los clientes, eso es efectivo, pero no debemos dejar de entender que las empresas y sus accionistas buscan Generar Valor y Retornos sobre las inversiones (ROI) y Ebitda. Aquello que es Factor Clave de Éxito, debe ser el centro de los líderes y en base a ello deben confeccionar las diversas y competitivas estrategias que den satisfacción a los clientes, pero al mismo tiempo otorgen resultados económicos a los accionistas. En la actualidad muchos liderazgos dejan de lado sus objetivos primarios de cara a los inversionistas y aquello no sólo produce pérdidas económicas, sino que perjudica la expansión y consolidación futura de las organizaciones. Accionistas también son Clientes

La satisfacción de los clientes es sin duda algo esencial para el desarrollo y consolidación de las empresas. Sin embargo aquello, esta satisfacción debe ser alineada a los objetivos corporativos de los accionistas, para ello es trascendental alinear las estrategias para entregar, internamente, alta eficiencia, efectividad y eficacia en todas las áreas de la organización. La realización de estos procesos con pulcritud , sin duda, permea hacia los clientes obteniendo la anhelada satisfacción, fidelidad y lealtad de los ellos y al mismo tiempo Alto Valor a los Accionistas.

Customer satisfaction doesn't always translate into sales. What does? Cash flow. Work on making the customers with the largest wallets satisfied. There is better return on investment.

Customer satisfaction is a complicated subject and is not as qualitative as it may appear. Simply put it is the level or degree to which you are able to meet the customer needs through your product or service. There are quantitative measures like Customer Satisfaction Score (CSAT) , Net Promoter Score (NPS) etc available to have an objective understanding of where customer satisfaction stands. To become a customer centric organisation it is important to track these KPIs as closely as sales and any variation from the standard benchmarks should be discussed and bridged through defined actions. Don't be surprised to see how some of these metrics can swing the moment we take our eyes off as customers will keep you on your toes all the time.

When customers give you feedback...listen. But remember that you are in charge of strategy...not them. They may want you to be something you are not.

Experiencing the value by using it frequently and choosing to be on the front line from time to time will help you understand what needs to change or improve. 😇

Focus on effectiveness and functionality. Deliver 100% for both. And get good at preventing 3% in perfection from representing the overall good your company is doing.

Die Dynamik des Marktes und die Erwartungen der Kunden ändern sich schneller denn je. Unternehmen müssen ihre Anpassungsfähigkeit und Resilienz als zentrale Säulen ihres Ansatzes zur Kundenzufriedenheit erkennen. Es reicht nicht aus, sich auf traditionelle Kennzahlen zu verlassen; vielmehr ist es wichtig, proaktiv zu sein und Strategien zu entwickeln, die es ermöglichen, schnell auf Veränderungen zu reagieren und dabei stets den Kundenwert im Blick zu haben.

Your life is as good as your customers. It's also as good as the karma that comes from your choices, so invest time in serving yourself by checking your preferences and how you decide.😇👼⚙️📈

Considero que la mejore métrica para medir la satisfacción en el NPS o Net Promoter Score, ya que mide el nivel de Lealtad que tiene el cliente hacia la organización y además se vuelve un promotor que nos recomendará con todos sus conocidos. El NPS se obtiene restando la cantidad de promotores (que evalúan a la empresa con 9 o 10 de calificación) a la cantidad de detractores (entre 1 a 6 de calificación del servicio); los que evaluan entre 7 y 8 son neutros y no se usan en el cálculo; Por ejemplo, de 100 encuestados, 55 respondieron con 9 o 10, 20 respondieron con 7 u 8, y 25 respondieron entre 1 a 6. EL NPS de la empresa es de 30. Este valor se debe ir incrementando para mejorar el nivel de lealtad del cliente

📈 Customer Retention Rate: A high rate indicates strong value and satisfaction. 🌟 Average Customer Rating: Direct feedback through ratings offers a clear view of customer satisfaction. 🗣️ Net Promoter Score (NPS): Measures the likelihood of customers recommending your service or product. 💬 Customer Feedback: Qualitative insights from reviews and surveys provide deeper understanding beyond numbers. ⏰ Response Time to Customer Queries: Quick and effective responses show we value our customers' time and needs, enhancing satisfaction. 🛒 Repeat Purchase Rate: Indicates customer loyalty and satisfaction with the product or service quality. 📊 Sales Growth from Existing Customers: Reflects increased customer trust and satisfaction.

Examples: (Senarios): When I realised I was a consultant with little management experience, I chose to diversify into the fast-money transport and logistics game—and dedicated my life to multiple and diverse JV deals. Being grateful and happy to get things done for paying customers is a mindset and attitude that most customers feel. When the delivery teams started lacking the same passion, I stopped operation until that value can be predicted/expected. Most committed and would-be-affected stakeholders notice how often I said thank you, smiled and effectively handled complex tasks/situations. They happily paid and gave 5-star reviews too. Location (place) is part of the value adding process. Our trusted reps are responsive.