changes in the goods and services your competitors are selling.feedback from your customers about things they buy from other businesses.enquiries about possible new products or services.feedback about your existing range - what it does and doesn't do.changes in the overall success of specific products or services.changes in individual customers' order patterns.direct feedback - if you ask them, customers will usually tell you what they want.records of their contacts with your business - phone calls, meetings and so on.For instance, your warehousing and shipping departments may have minimal contact with your customers - but their performance when fulfilling orders has a major impact on customers' satisfaction with your business.Ī huge range of factors can contribute to customer satisfaction, but your customers -both consumers and other businesses - are likely to take into account: For receptionists, sales staff and other employees in customer-facing roles, customer care should be a core element of their job description and training, and a core criterion when you're recruiting.īut don't neglect the importance of customer care in other areas of your business. It should be a prime consideration for every business - your sales and profitability depends on keeping your customers happy.Ĭustomer care is more directly important in some roles than others. Customer care involves putting systems in place to maximise your customers' satisfaction with your business.

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