Hey, welcome back. Marianna DeNovellis
here at the Six Figure Mastermind. Today
we're going to be teaching you how to
measure customer satisfaction and
customer loyalty. You want them to keep
coming back, we're going to show you how to
track it. Stay tuned!
There's really five ways to measure your
customer satisfaction and your customer
loyalty. There are two different things,
customer satisfaction means I'm really
happy if I purchase, loyalty means I'll
purchase it again and even recommend it
to my friends. There's five major ways to
actually track your customer
satisfaction and your customer loyalty.
The first and probably the easiest way
is to do a survey. Now if you're in
business for yourself, you've got kind of
a tracking system with your leads and
your lists and a history of her
purchases from your customers, you've got
all of that in a system so that you can
send out an email survey to track your
progress with your business. In your
survey, you're going to want to ask specific
questions. Ask them about how their
delivery of their product went, ask them
about their results, ask them about what
they felt like and what the experience
was like working with you or one of your
representatives. Any information that you
can gather about your customer
experience is powerful information and
will influence the results of your
business and always make sure if you ask
if they would recommend your business to
someone else, that's going to be one of the
greatest dipsticks into the measurement
of your loyalty of your customers if
they're willing to share their content
with someone else, if they are, that means
that they would endorse your product,
that means that they would put their
name on it if it was theirs. For me
personally, I am very very picky about
who I recommend to someone else because
that reflects on me and your customers
they feel the same way so if your
customers are willing to recommend your
product or service to someone else, that
says a lot about your business. The first
one is surveys. The second way to track
your customer satisfaction and their
loyalty is to look at your results, check
your results, keep a track record of how
much money you're bringing in, how many
customers you have and keep a record of
this over time in a weekly basis, on a
daily basis, on a monthly basis and on a
quarterly basis and of course, on an
annual basis so that you have records to
compare one against another. If you have
a week that was really really powerful
and super strong and really really
successful, you're going to want to know
what you did that week so you can make
the next week just as powerful and build
upon that so be tracking your results,
track how many customers look for you,
track how many customers are finding you.
If you have your own website, there is
something called
pixel that you install on your website
in conjunction especially if you're
using Facebook ads, that will give you
all of that information so if you're
running Facebook Ads, make sure you've
got a website with a pixel that's
talking to Facebook. It's not a pixel
that you'd imagine that like you see on
the screen like a pixelated image, it's a
different definition of a pixel but it
does take in all that information and it
will give it to you so that you can make
sure that you're running most effective
advertisements and find the best
customers and the best loyalties you
possibly can. One of my favorite ways to
track loyalty and customer satisfaction
is by asking the customer how they found
out about us and you can do this in a
survey, you can do it when you're talking
to the customer in person, you can even
do it if you have a booth at some kind
of event. How did you hear about us? Maybe
the first time they heard about you is
just because you put an ad out there or
because they saw your booth or because
they saw you walking down the street or
maybe they found it on YouTube. You're
going to want to find out how they found
you because that is going to be
invaluable information for where you
need to put your marketing efforts. If
many of your customers are finding you
through YouTube, you're going to want to
do more on YouTube and find more
customers through YouTube because it's a
successful Avenue for you. If many of
your customers are finding you through a
friend or a referral, you're going to
want to put a lot of stock into what
your referral program is doing this,
working and try and replicate it so find
out how your customers are finding you.
On that note, if you're in business for
yourself, I would highly highly recommend
creating a refer-a-friend program. Now I
was working with a lot of photographers
recently and one specific photographers
said something that I absolutely loved,
she has a very specific client base
because she photographs children and
infants and babies, she does a lot of
that photography work so most of her
clients while she photographs babies,
most of the clients are actually the
moms of the babies. Go figure, right? The
babies aren't doing the transactions,
it's the moms. The moms are loving the
photography, they're loving their image
work and she has created the
refer-a-friend program called circles of
friends. Her circles of friends program
creates a bonus discount for any of mom
who either wants to be in a circle of
friends or wants to be an ambassador of
a circle of friends and gives the
referring mom a discount or bonus
product for her services so if you have
a refer a friend's program that will
allow you to spread your message,
use it. If you have a program that you
have the ability to offer bonus
discounts or bonus product or bonus time,
use it as a reward for them referring
more people to you. It looks great for
you because you're giving extra bonus to
your clients and it's really helpful for
your clients because they're receiving
extra value for what you provided to
them already and for their message to
spread your influence. One of my favorite
ways and the final way to get really
great measurements on customer
satisfaction and customer loyalty is to
use Facebook groups. For every business
that you, open up a Facebook page
and open up a connected Facebook group.
I once joined an app very recently
actually that was a tracking app for
measuring my body measurements and
measuring weight and measuring you know,
how the health is going in your overall
body and when I joined the app, there was
an extra tag at the end that says, "Hey,
come join us in our Facebook community.
Come join the conversation on our group.
Celebrate everyone's successes, help
answer questions that people may have
about the app and give us some feedback
and how our app is doing." So I totally
joined the group and now I get daily
notifications and daily updates from
that group and whenever someone posts,
there's an update on my phone that tells
me that either they had a question or
they wanted to give some feedback or
they are celebrating their success or
asking for some advice. That community is
more than just what the app had to offer,
the app itself it only is a tracking
system for numbers.
Well it tracks is numbers, is weight, is
body mass index and it also does take
photographs, you can see your progress
it's a brilliant app. I love using it but
the Facebook community is so valuable
and the reason it's valuable to me as a
client is because I get live touches
with other people that are
like-minded community, that are also
using what I am using. As an
administrator, I run several Facebook
groups.
I have several Facebook communities for
each one of my income streams that I do.
I have a Facebook group for my product
in my jewelry business, I have a Facebook
group for you guys ,for the six figure
mastermind. I have a Facebook group from
the speaker training that I do. I run all
of these Facebook groups and I'm
continually taking little bits and
pieces of each and every single Facebook
group and finding out what the customers
like, what they want, what they need and
what I can do to better
serve them . Be a part of the conversation.
So you've got those five scenes, you got
your surveys, send those out send them
frequently especially after a customer
makes a purchase, make sure you're
tracking your results, track weekly,
monthly, daily, even hourly if you do a
lot of business. Ask your customers how
they found you and find out where you
need to focus your attention in finding
more of the same kind of customers.
Creator a program so they are your
clients when they are for a friend, they
can get a bonus, their friend can get a
bonus and you can increase your customer
base. Use those Facebook groups, use them
to find out what your clients are saying,
use them to give feedback and use them
to increase the quality of your products
you can thereby increase your loyalty.
Okay, you've got everything you need, you
got all the the dials and the
spreadsheets and the tools, all that put
together. I want to know what your bonus
is for your customers, how do you keep
your customers coming back to you? Drop a
comment in the comments below let's get
this mastermind rolling and I'll see you
tomorrow.
