Customer Satisfaction Is Just The Starting Point

For years customer satisfaction has been the goal of many businesses. A lot of time and effort has gone into finding out if customers are satisfied - but, really, has it been worth it?

Did you know that 60% to 80% of customers said they were 'satisfied' or 'very satisfied' on the survey immediately before their defection to a competitor?

Decreasing brand loyalty and increased competition means customer satisfaction is up there with the flat earth theory. You can measure customer satisfaction, but it's no predictor of whether your customers will come back. So is it worth the time and money?

Customer Retention

Customer retention is what counts. Customer satisfaction is just the starting point. Its necssary, but just not enough.

Customer dissatisfaction has always been a sure way to lose customers. Dissatisfied customers won't come back. But 80% of satisfied customers don't come back either! A high level of customer satisfaction doesn't ensure that your customer will come back. The old idea that satisfying your customers will ensure return business just doesn't work.

Customer Engagement

Customer retention depends on customer engagement. Customer engagement is much more than customer satisfaction. Its a combination of loyalty, Word of Mouth advertising, and involvement - as well as satisfaction.

Engaged customers are more loyal, increasing your rate of customer retention. They are more likely to become advocates for your business, giving you free Word of Mouth advertising. They are less likely to complain to other customers but tell you instead. Engaged customers are the best asset your business can have.

Your Customers' Experience

Your brand depends on you creating a consistent customer experience in every location every time. Your customers need to know that whenever they deal with you will meet their expectations, both in the level of your service and in the quality of your product. You need to be sure that there is no problem that is driving your customers to take their business elsewhere.

Your Business

So, how to keep the customers coming back? You've built a business, developed systems, captured market share. It's been hard work and everything seems to be going well. But are you sure that everything is happening the way its meant to? Are you sure that your customers are getting the service they want? That your products are meeting their needs? That your premises are up to standard? That your processes and procedures are being followed?

Find out with Shadow

This is where the Shadow Organisation comes in. We give you a complete 360° view of what is happening in your business.

• Customer service? Shadow Shopper gets you the information.

• Compliance with standards? Manage it with Shadow QC

• What your customers want? Shadow Surveys finds out

No Information Overload

Too much information is as bad as not enough. The right information, in the right place at the right time is what you need. Shadow knows this; we won't add to your overload.

Think of a central source of all your business information, securely accessible over the Internet.

Business information presented in the way you decide, organized the way you want, presented as an extension of your own business's website. Easy to use tools to analyse and graph your data, for you to see trends, check your hunches, keep your finger on the pulse of your business.

Shadow Organisation

Shadow Organisation gives you great tools and great service. It's unlike anything else available in Australia. Naturally, everything is online. We are the leaders in using technology, and Shadow systems are unique and only available to our customers. With Shadow you know exactly what is happening in your business

Quality means doing it right when no-one is looking.
Henry Ford

If you make customers unhappy in the real world they might each tell 6 friends. On the Internet they can each tell 6,000 friends.
Jeff Bezos

If you don't look after your customers someone else will.
Unknown

Quality in a service or product is not what you put into it. It's what the customer gets out of it.
Peter Drucker

Do what you do so well that they will want to see it again and bring their friends.
Walt Disney

Repeat business or behavior can be bribed. Loyalty has to be earned.
Jane Robinson

Although your customers won't love you if you give bad service, your competitors will.
Kate Zabriskie

You don't earn loyalty in a day. You earn loyalty day-by-day.
Jeffrey Gitomer

A business absolutely devoted to customer service will have only one worry about profits. They will be embarrassingly large.
Henry Ford