It remains common knowledge that it is more difficult to find new customers than it is to keep existing customers satisfied.
In fact the CEO of Amazon.com, Jeff Bozas, attributes their success as follows: “We’ve had three big ideas at Amazon that we’ve stuck with for 18 years, and they’re the reason we’re successful. Put the customer first. Invent. And be patient.” So it is fair to say that all successful companies worldwide rely on customer satisfaction as one of the key foundations for their brand and economic success.
Astrapak is no different. Our process of interacting with our customers from the first engagement through to the on going integration into customer’s successful delivery of a quality product is demonstrated on a daily basis by our entire team. It is not good enough for our Astrapak team to simply make a product and sell it. We want to participate at every possible level to make sure that we are entrenched as trusted supply partners.
We make it our business to understand why the product is needed and how the initial design and ultimately the final manufacture of the product is best going to benefit everyone, especially our customers and their all important consumers.
Another trend with customer satisfaction is that customers are sometimes known to avoid expressing dissatisfaction. It is at this point that the strength of the relationship with our customer is put to the test. Honesty and openness will always deliver the true message. It is how the message is dealt with that makes a customer more than “just another customer” but more of a partner. At Astrapak, we pride ourselves on listening to this message and embracing what follows to fix things.
If the customer is encouraged to SPEAK OUT, and they know that by speaking out they will be heard and action will be taken, this will encourage this process to happen more frequently and can only strengthen relationships and build trust. It is at this junction that the relationship is so easily improved by how quickly we react and the quality and sustainability of the recovery we employ to rectify the dissatisfaction.
We are not afraid of encouraging our customers to SPEAK OUT. This way we get to know we have to pick up a gear or two. We need to kick start our service recovery process and make that all-important difference.
We respect international business authorities and we learn from them. The late Steve Jobs of APPLE entrenched himself as such a fountain of knowledge. The one thing he says about encouraging customer satisfaction underpins our commitment to making sure we listen to customers: “Our DNA is as a consumer company – for that individual customer who’s voting thumbs up or thumbs down. That is who we think about. And we think that our job is to take responsibility for the complete user experience. And if it’s not up to par, it’s our fault, plain and simply.”