The big challenge for business today is to move from product center to customer focus. The Internet market has witnessed exponential growth, and Internet Service Providers have rushed into the competitive business world. Therefore, Companies are ready to go above and beyond to allure new customers and also retain the existing ones.
The President of Amazon.fr, Romain Moog says: “We do not rely on advertising very much, we prefer to invest in the customer experience. For us, a satisfied buyer means a dozen customers won over.” It could not be agreed more, it was voted best website 5 years in a row.
Although the concept of customer satisfaction hit the business sector a long time ago, it was not given that much attention. However, making customers satisfied is the challenge of this decade, so what does it take to win the challenge?
Transat Telecom is always willing to go the extra mile to ensure the core elements of customer satisfaction, which are: Time, quality, price and customer service.
As a fact, nobody enjoys waiting. Making a customer waits too long to get service installed or to get a problem resolved is a business killer.
It is imperative to provide internet service as soon as the customer subscribes. However, if you make the first step challenging, the customer may lose interest from the very beginning. Nowadays, people consume the internet as they consume food, the faster you serve it to them, the more they will be satisfied.
The main reason why customers reach out to their companies is seeking help. There is nothing more annoying than calling to get help and get lost in the maze of hold music. People have lives, and when they take the phone to call the company, they interact with they wish a quick response, they expect the company to value their time and the money they have spent on the service. Statistics confirm that 34 % of customers who abandon and hung up the phone before reaching an agent, might never call back, and if they do, it is either for a complaint or a cancelling request.
It is indispensable to provide the service on the time wished and to always keep track of customer's needs and requests. Transat Telecom has the ultimate belief that valuing the time of customers is incredibly important.
Quality is remembered long after the price is forgotten. Abdo Gucci,1938.
Indeed, When an Internet Provider delivers what it promises, people are able to pay a considerable sum of money for a suitable speed and a stable internet. For instance, Apple can price its iPhone at costly prices and yet people always starve for new versions, because the quality has been established a long time ago.
It is important to note that the qualification of the quality served depends on the ability of meeting the customer's expectations. Quality must be seen from the standpoint of the customer and not the company.
While shopping for internet, the bandwith can never be neglected. It is indispensable to have a powerful bandwith to get faster speeds and better performance. An ideal Interent Service Provider requires a plan with higher bandwidth. Providing an efficient network and giving the customer a good experience enhances the reputation. Thus, the higher-quality service an internet provider offers, the more it fuels recommendations.
Therefor, The thing that Transat Telecom guarantees more than anything else is an efficient bandwidth.
We live in a world driven by value, the first factor that everyone notices while purchasing is the price. Research claims that 70 % percent of clients consider price as the most vital component that influences their purchases. It is a powerful weapon that can save or downfall a company.
It is necessary to bear in mind that high prices may attract internet shoppers because it ensures a good quality or maybe a high speed. However, they may also repel customers. Therefore, Balance should be maintained. A successful internet provider fixes reasonable and affordable prices. Furthermore, reductions, discounts and promotional offers often increase sales.
It is important to be flexible with customers and make exceptions to please them, this influences their willingness to subscribe and join the company.
In addition, flexibility should be maintained also when it comes to payment methods. ISP who suggests different methods of payment are more likely to get paid in full and on time, and more significantly, customers are not restricted by only one option.
Transat telecom aims to offer affordable prices, and always comes up with attractive promotions. Recently, it provided the free trial option which gives the opportunity to the customer to experience the service.
It is approved that only Internet Service Providers that build a strong relationship with customers can survive the competition. Customers expect to have interactions with human beings, not agents that treat them as a source of income. Therefore, it is essential to create a sense of belongingness and emotional bonding.
Representatives should be friendly, helpful and knowledgeable. The core characteristic that should be prioritized is the skill of listening. It is impossible to address the issue quickly and efficiently if the agent is not a good listener. Customers need to feel heard and understood, want to be reassured that the human on the other line is listening.
Sometimes, little issues happen and can not be prevented, and customers get furious. Either it is the fault of the company, a personal mistake or the customer is mad without a justified reason, it is ultimately crucial to acknowledge their perspectives. Empathy is standing in the customer’s shoes, respecting what they are experiencing, and validating their feelings. In addition, it is always essential to remember that there are no winners in the blame game, the suitable step, in that case, is to take action.
Customer service should be reachable 24/7 and via different contact points (email, telephone, etc.) To do an outstanding job, exceptional care must be provided. trust and commitment have to be fulfilled because it is the basic of the relationship between the company and the customer.
(Verhoef, 2003; Reichheld and Sasser, 1990). Measuring customer satisfaction leads to business success. The customer is the heart of the business, without customers, there can be no companies.
It is undeniable that customer satisfaction can not be gained forever, however you can always consider it as a daily task that should be completed every day. Always remember that these customers are giving you their hard-earned money and if you give them back a good service, they will reward you with great reviews and compliments, and once they are satisfied, they will offer you loyalty, and loyalty is priceless. There is a proverb that says that a loyal customer is a treasure you should keep and hide from the world. Indeed, competitors are wishing for your wrong move.
