The trend of companies putting up official Facebook, Twitter and Instagram accounts among others is one that is unlikely to go away any time soon and with good reason. In a 2013 report citing Internet World Stats, Google reported that the Philippines is the second top internet user in Southeast Asia, the sixth in Asia and 17th worldwide, with users in the country projected to increase to 44 million this year.
This digital age presents an opportunity to continuously engage customers with their favorite brands, and if a brand is vigilant, immediately address any complaints that may arise. There lies the conundrum: while strengthening a company’s online presence takes advantage of a platform more and more customers have access to, increasingly via phone or other mobile devices, the Internet is place where word-of-mouth marketing is amplified and one negative comment about a brand can weigh heavier than a dozen good ones.
An online presence is only a small component of a brand’s overall experience. Excellent customer service, derived from a deep understanding of the customer, should still be priority.
Specializing in Customer Experience Measurement (CEM) studies, SatisFIND provides businesses with insights on how customers interact with and experience brands. Customer Experience Advocates (CEA) are real customers who participate in SatisFIND’s projects to give feedback on their experiences. CEAs are assigned to visit, shop or dine at establishments of which they are actual patrons, providing authentic and optimized feedback for SatisFIND’s client companies.
CEAs take note of the details of their brand experience and fill out detailed questionnaires assessing customer service. From this process, coupled with access to extensive customer insights studies, SatisFIND spots competencies and weaknesses of establishments in terms of customer service. SatisFIND also monitors and measures service performance and identifies factors important to customers to produce thorough and actionable reports.
As customers take to the Internet to share their experiences, brands need to keep up with rising customer expectations. SatisFIND recognizes this and draws from extensive studies to give businesses a thorough picture of what it is that customers value, helping to bridge the gap between brands and their customers to help craft optimal customer experience—digital component included.
Founded by Michelle Perez Patel in 2005, SatisFIND provides Customer Experience Measurement studies, Customer Satisfaction Surveys and develops service standards for businesses across various industries. SatisFIND is a member of the Cebu Chamber of Commerce and also operates in Singapore and India. To learn more about how SatisFIND can help your business, visit www.satisfind.com.
