Why aiming for customer satisfaction is dangerous

Why aiming for customer satisfaction is dangerous

Faith Ocampo Published on March 30, 2017

problematic frustrated sad businessmen executives in meeting

If you’re willing to settle for something “good,” you’re losing the opportunity to overcome your own limits and become even greater.

If you think about it, good customer service just entails meeting customers’ minimum requirements. That would include providing 24/7 customer support, answering queries correctly, and making sure that the consumer journey is pain-free.

coworkers arguing by laptop

Sure, all these are commendable feats. After all, in the era of the modern customer, it’s getting harder and harder to meet people’s basic expectations. Some even recommend simplifying the customer experience, instead of always aiming to delight them.
We’ve got to admit that there’s a sound rationale behind this idea. Often, what customers want are efficiency and convenience especially in terms of transacting and conversing with brands. In this sense, good services are enough to initiate a relationship with a buyer, and they can also help you attain customer satisfaction. But if we’re talking about nurturing loyalty and keeping your customers coming back, will “good” suffice?
The danger of being okay with good customer service is that it prevents you from going beyond satisfactory. Here are four reasons why aiming for a merely satisfying, rather than a delighting, customer experience is counterproductive.
 

1.     It leads to complacency.

unsure confused sleepy employees in meeting

Good business practices serve as the foundation of outstanding performance. Of course, businesses must first do what they’re supposed to do before even thinking about adding something extra to their services. But you should also know when you should start pushing your boundaries a little further. Otherwise, you may become too comfortable and complacent with your performance, which leads us to the next item in this list.

 

2.     It can get in the way of exceptional customer service.

frustrated businessman using phone

Perhaps we can all agree that the most successful entrepreneurs are the ones who always ask, “How can we improve the way we do things?” For some, adopting this kind of mindset can be exhausting. But those who refuse to pat themselves on the back until they’re perfectly happy with themselves are the same people who tend to excel and succeed.

 

3.     Competitors will outperform you.

glass chess pieces in dark

Business competition is another thing you must consider. Everybody out there is thinking of ways to surprise their customers—be it through great customer service or unique marketing strategies. If you don’t want your competitors to outshine you, you should strive to deliver a memorable and impressive customer experience.

 

4.     Customer satisfaction doesn’t always lead to loyalty.

coy sad call center rep

It’s one thing to keep your customers satisfied with your products and services, but keeping them coming back to your brand for more purchases is another thing. You want your customers to single you out and keep choosing your brand. To foster this level of loyalty, you need to prove to customers that you’re capable of delighting them consistently. This means you need to actively seek creative ways of solving their issues, instead of just sticking to conventional customer service solutions.

 
 

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO18 hours ago
Compared to most industries, #CallCenters are known for providing a fun and positive workplace for their employees.

But more than just making daily ops light and dynamic, the agents, the contact center, and the clients benefit from this: https://buff.ly/3kIaKWM

----------
Let's hyper-customize a program for your brand's goals, needs, budget, and customer demands: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #EmployeeEngagement
Open Access BPO
Open Access BPO19 hours ago
Keeping your customers' data secure is one of the best ways to earn their trust.
Here's an in-depth look on how it can be achieved: https://buff.ly/3HjQYIK

----------
Only trust an #outsourcing firm with a robust #DataSecurity strategies and solutions to ensure #InformationSecurity: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#cybersecurity #infosec
Open Access BPO
Open Access BPO5 days ago
#𝗗𝗮𝘁𝗮𝗣𝗿𝗶𝘃𝗮𝗰𝘆𝗪𝗲𝗲𝗸 aims to raise awareness about #DataSecurity and privacy and how we all must be mindful of what we share online. Let's stay vigilant against malicious activities that may exploit our information.

#WeSpeakYourLanguage
#InfoSec #DataPrivacy
Open Access BPO
Open Access BPO6 days ago
#CustomerService providers have the responsibility to protect their partners against data intrusions that may interrupt operations and steal sensitive information. If your

Check out these best practices for protecting your data: https://buff.ly/3Jj7cEV

----------
Ensure utmost #InformationSecurity for your customers with our #DataSecurity strategies: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#InfoSec #DataManagement
#DataPrivacyWeek
Open Access BPO
Open Access BPO7 days ago
As a global #outsourcing hub, offshoring to the #Philippines has been recognized as a winning business strategy. But one of the things you should also consider is the security of the data you will be sharing with your chosen outsourcing firm.

Here's how you can keep your customer's trust even when their data is with a third-party company: https://buff.ly/3GY1jKm

----------
Only trust an oustourcing firm with a robust #InfoSec aimed to protect you and your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#InformationSecurity
#DataSecurity #InfoSec
#DataPrivacyWeek
Open Access BPO
Open Access BPO7 days ago
Located between Hong Kong and Mainland China, 𝗧𝗮𝗶𝘄𝗮𝗻 is a strategic location for businesses wanting to reach large Asian markets. Global economic surveys regularly recognize Taipei's investment-friendly business landscape.

Build your brand's East Asian presence with our diverse and highly qualified team of native 𝑴𝒂𝒏𝒅𝒂𝒓𝒊𝒏, 𝑪𝒂𝒏𝒕𝒐𝒏𝒆𝒔𝒆, 𝑱𝒂𝒑𝒂𝒏𝒆𝒔𝒆, 𝒂𝒏𝒅 𝑲𝒐𝒓𝒆𝒂𝒏-speaking professionals.

𝗘𝘀𝘁𝗮𝗯𝗹𝗶𝘀𝗵 𝗮 𝘀𝘁𝗿𝗼𝗻𝗴 𝗯𝗿𝗮𝗻𝗱 𝗽𝗿𝗲𝘀𝗲𝗻𝗰𝗲 𝗶𝗻 𝗘𝗮𝘀𝘁 𝗔𝘀𝗶𝗮 𝘁𝗵𝗿𝗼𝘂𝗴𝗵 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗧𝗮𝗶𝗽𝗲𝗶: buff.ly/3WtmoSM

----------
𝗘𝘅𝗽𝗹𝗼𝗿𝗲 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢
• Our Solutions: https://buff.ly/3kFl5Te
• Our Other Locations: https://buff.ly/3WpOYo5

#WeSpeakYourLanguage
Open Access BPO