General news stories and articles from Dure Foods

Never Underestimate the Importance of Customer Satisfaction

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Customer satisfaction is essential to any company’s growth. When you meet or exceed a customer’s expectations, they can do wondrous things for your reputation and even give you free advertising by recommending you to others. However, if you fail to meet their expectations, you’ll likely never see them again. In fact, they might even complain about their experience on public forums, such as social media.

The value of customer satisfaction

According to Bain & Company, it costs 6 to 7 times more to find a new customer than to keep an existing one. Holding on to old customers and building customer loyalty gives you the chance to improve the bottom line drastically compared to a mindset that focuses exclusively on finding new customers.

Satisfied customers can also be fantastic brand advertisers. In the age of digital media, both complaints and compliments can go viral. A customer who takes to Twitter to speak about a poor customer experience can influence untold numbers of people who are debating whether or not to use your company. Fortunately, the same can be said for those who leave positive reviews.

Individuals who feel satisfied with the customer experience are more likely to tell friends, family, and associates about their positive experience. Since people take reviews from those they trust far more seriously than advertising, the value of customer satisfaction cannot be underestimated.

Keeping your customers happy

Customer service entails more than just what happens when a buyer makes a purchase. It encompasses their entire experience and interaction with your company. With that in mind, here are some pointers to consider:

  • Keep your employees happy. They’re the face of your company. When they’re happy, they’ll make your customers happy, too.
  • Undersell and over deliver. For example, if you tell a customer you’ll call them back by the end of the business day with a suggestion, try to call them back before lunch with two suggestions. Instill this same attitude in your team.
  • Work to ensure customers experience helpfulness at every stage. Make sure your website is helpful and easy to use. Train customer service reps to focus on solving problems, rather than just selling. And don’t forget about customers after the sale. Instead, focus on helping them get the most from your product or service.

When customers find their expectations have been met or exceeded, they’ll often share those experiences with friends, family, and followers on social media. At Dure Foods , we make customer satisfaction a focus of our organization to help improve the bottom line and make the entire experience more enjoyable for everyone.

Hope you enjoy our posts!

The Dure Foods Family

Case Studies in Food Engineering

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Seven Lessons from
Case Studies in Food Engineering, Learning from Experience
J.P. Clark

There is a science to dry mixing, but there is also an element of experimentation and art involved in the engineering of a perfect powdered product!

1. In dry mixing, getting ingredients into the mixer and removing the mix in a
timely manner can be as important as having the right mixer and mix time.

2. Provision of staging bins and surge bins can increase the productivity of a given
mixer in a system, at the cost of additional equipment and space.

3. Most dry mixers are probably overfilled, so consistency can often be improved
by reducing the batch size.

4. Optimum mix time is rarely determined for each formula. Rather it is usually
arbitrarily chosen and is likely to be too long or too short. Determining mix time
is tedious but worth doing.

5. Formulas can usually be modified to maximize the use of unit quantities of ingredients – whole boxes, drums, or bags.

6. Continuous mixing is a feeding problem, not a mixing problem.

7. Feeding solids has its own challenges, including measurement, flow control,
wear from abrasion, and cleaning of complex equipment.

Dure Foods is always striving to meet or exceed our customers expectations.

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