Key to reduce cost and improve customer satisfaction

Start-ups are however generally small in nature and are also agile in the initial years, hence they thus have fewer people and also efficient process of communication between the  various departments.

So despite of the fact if one is a start-up or an established company, one is however needed  to keep the costs under check in order to ensure maximum return on the  investment and also  increase customer satisfaction in order  to improve the sales figures but the most important question is as to how is one supposed to achieve that.

The piece of the puzzle or the key i order  to reducing the cost and also improving the  customer satisfaction is to  let the  departments talk to each other.

The various departments are however required to talk to each other more often both  formally and also informally in order  to ensure that  right product/product feature is shipped.

However , the purpose of this article is to make the reader aware of the ways in which customers can reduce cost and can also improve customer satisfaction.

Start-ups are however  generally small in nature and are agile in the initial years hence they thus a have fewer people and also  efficient process of communication between the  various departments. Any start-up will however have at least departments such as  product development, design, sales/marketing , customer care- it is really not necessary in order to have thousands of people in each department as the count of the  people thus depends up on the size of the organization but  however what is important is that even in a two-person start-up company all these departments must however be there and must  divided among each of you.

If one imagines that a product development is thus made purely on the basis of market research (which may go wrong as well) and that too  without consulting the natural design flow of the user. If one imagines the  customer care receiving the  complaints about product features/tastes / etc but the same complaints have however not been passed on to the respective department.

And thus on the one side, one however  might keep marketing the product without thus knowing as to  whether the issues which are however  reported in the product have even  been taken care by the development team or not.

Thus, In this age of social media and also the rapid technological changes – it is thus considered as  imperative that one as a company however collects  feedback from the customers and then passes  on the feedback to the respective department to however be worked upon.

Since the startups are however  small and agile in the  initial years, it will also  be very easy for them in order  to ensure collecting feedback and also work upon it before communicating it to the  customers

When it comes to the established companies – one might have had huge head count of the  employees with the various hierarchies of various levels which thus ends up adding the delay in communication as everyone is thus more focused on the process which is however set by internal teams

Some of the challenge/barriers which are  currently faced by the companies in order  to improve customer satisfaction and reduce cost are :

●       Too much focus on the marketing of the product

●       Too much focus on the more number of features for the product

●       Thus, Only collecting tons and tons of data without even  ensuring the fact that actionable data is worked upon

●       Not listening to the customers real issues

●       Defending the  product without however proper investigation

●       Over hiring

Well it is however very common that the above mentioned issues do happen with both the startups and established companies as both of the segment thus  have their own momentum in which they thus operate and the momentum however also  sometimes makes things vague and also  unclear for the  founders/ceo’s to focus on  however reducing cost and also  improving the customer satisfaction

Well the key in order to  reduce cost and also  ensure customer satisfaction is that to ensure that each of the department however  talks more often to each other . One either  as a founder/ceo/management of the company is thus required to build platforms, process in order  to ensure they talk to each other .

Here are some of the points in order  to consider :

●       Define the  process for each department ( try to create a flow of communication in a way the product functions ) to thus collect feedback from each other and also  store at a common place

●       This common place ( say a central repository ) will however thus not only have a different segments but thus also that are the list of feedback along with the  plan of action , dependency and also timelines

●       Depending on the size of the organization – one must however  set frequency of meeting the  top executives of each department of not all . Weekly or either fortnightly is more advisable

●       Keep the  meeting time short and thus always have an  agenda ( feedback ) ready before the meeting starts in order to ensure that  time is not wasted during the meeting

●       Have a specific person in order to  jolt down points at the central repository  which is thus discussed in the meeting   on real time basis

●       Also depending upon the plan of action and also the  time line which is thus set based on the mutual discussion – have one specific person which is  assigned in each department in order  to verify and also follow up whether the required action has thus been completed or not

●       As an owner/ ceo one must also ensure that one does  spot checks or either  random checks of this central repository and should also ask tough questions to defaulters

●       Recognize and also  reward the  best teams on both monthly or quarterly basis

●       Have a customer obsessed culture in the organization and it thus starts from the  founders/ceo

Setting up the  process , assigning the  specific individuals and also having strong and a regular follow up on the  feedback which is thus shared with each departments is thus considered as a  key to success in however  improving customer satisfaction and also  reducing  cost

This article has been contributed by Simmi Setia, Content Writer at LegalRaasta, an online portal for GST Software, GST Return Filing, GST Registration, Section 8 Company Registration, Nidhi Company Registration, IEC Registration, Fssai License, File ITR Online.