Customers Satisfactions

Customer Satisfaction in Marketing & Sales
How does customer satisfaction impact other teams in your business, such as marketing, sales, and product development? There are plenty of reasons customer satisfaction is important for marketing and other teams.
1. Customer satisfaction helps you forecast and work proactively.
Without CSAT and similar customer success metrics, it’s hard for customer success teams to plan and inform other teams of the state of their customer base.
These metrics are helpful for other departments at your business. You can give sales teams the information they need to improve customer experiences, work with product to incorporate customer feedback and make improvements, and marketing can improve the end-to-end customer experience.
Leaders need data and trends to forecast team performance over the next month, quarter, and year to adapt strategy, if needed.
2. Customer satisfaction drives your inbound methodology.
Customer satisfaction does more than just measure your customer service — it optimizes other departments’ performance by providing them with helpful customer insights. This information is used to improve the customer experience, which leads to a cyclical increase in customer satisfaction. You can visualize the process using the flywheel model below:
Marketing, sales, and product development teams use CSAT to guide their work and interact with customers. Businesses with excellent customer satisfaction can easily attract and engage with customers because they've proven they can provide a delightful brand experience. If your company wants to adopt the inbound methodology, you'll need to integrate customer satisfaction into every function you perform.
3. Customer satisfaction helps marketers attract new leads.
Consumers are more likely to trust their peers than they are to trust marketing. In fact, 9 out of 10 consumers read reviews when making purchasing decisions. Consumers view someone like them (other consumers) as 14% more credible than brand employees. Without excellent customer satisfaction, your company won’t have these reviews to share.
Your marketers should rely on customer testimonials to attract new leads to your business. Since customers are more willing to trust other users, these reviews are effective in terms of attracting prospects. Positive reviews have also been proven to boost sales by 12.5%. The better your customer satisfaction, the more material your marketers will have to advertise your brand.
4. Customer satisfaction is a selling point for marketing and sales teams.
Sales and marketing teams benefit from customer satisfaction because it acts as a selling point on collateral and pitches. As mentioned above, customers are more willing to pay for an experience they know is excellent. If your customer satisfaction is superb, your marketing team should make it known in their communications and your sales team should highlight that during their pitches to leads.
Additionally, CSAT helps sales teams understand customer expectations. They can analyze happy customer reviews to see which parts of your product or service they should emphasize. That way, when speaking to customers, they can hammer in on distinct advantages that differentiate your business from its competitors.
5. Customer satisfaction guides product updates.
Negative customer reviews act as alerts that let companies know when a product or service has a problem that needs fixing. Product development teams monitor CSAT to identify these issues and quickly resolve them.
This is particularly important for SaaS businesses that regularly update their software. By keeping a close eye on CSAT, development teams can correct costly product roadblocks that may lead to churn.
Customer Satisfaction is Essential for Business Growth
Your customers are the most important part of your business. They’re not only a source of revenue potential, but they can spread positive word-of-mouth and influence others to try your products and services. By keeping customer satisfaction high, you decrease customer churn, increase customer lifetime value, and ensure your customers remain with your business for years and decades to come.