We all know that retaining customers is easier than finding new ones, but do you really know if your existing customers are happy campers, a little bit grumpy or down right mad about the products or services you provide?
At Workbooks we use a simple but effective traffic lights system to keep track of customer sentiment. Customers are marked as either Red, Amber or Green.
Red = They are unhappy and at risk of leaving us;
Amber = A little unhappy, we need to improve their perception;
Green = All is good.