5 Keys to Client Satisfaction

Satisfied clients increase the bottom line. They not only bring repeat business but also generate new business through word-of-mouth advertising. Fully satisfied clients are more immune to competitive actions and generate a stable business environment. Given these facts, here are 5 keys to client satisfaction:

1. Reliabilty - the ability to perform the promised service dependably, accurately and on a timely basis
2. Assurance - the knowledge and courtesy of partners and staff and their ability to convey trust and confidence
3. Tangibles - appearance of physical facilities, equipment, personnel, and communication materials (eg. email, letterhead etc.)
4. Empathy - caring, individualized attention
5. Responsiveness - willingness to help clients and provide prompt service

From "CRM Key to Delivering Customer Satisfaction", Eric Rutten, Momentum Magazine