The modern age has forced the business world to redefine the meaning of customer satisfaction. Before the days of the internet, things were simple. You wanted something; you bought something – you were satisfied. That has changed drastically over the last five years – customer satisfaction has morphed into something much more complex.
If you are looking to improve your business’s customer satisfaction this year, here are five great tips for doing that:
The only way to satisfy your customers is to know what they want. The only way to do this effectively is to listen to what they are saying. Pay attention to social media, particularly when it comes to your complaint resolution process – that is where your customers will be the most vocal.
You can improve this process by ensuring that is simple and easy to follow, the last thing an upset customer wants is more hoops to jump through.
Ask For Feedback
Good customer service is so important. Apart from complaints, your company should be asking for feedback after every customer purchase or valid interaction. A valid interaction is where your sales team had every opportunity to make the sale, but something fell short, and they didn’t.
The only way to know what happened is by asking your customers or your potential customers. Use an automated process to send feedback forms to their email addresses, just make sure that your company complies with the necessary privacy act.
Be More Accessible
Social media and technology have changed the landscape of business forever. Back in the day, customers had to mail in requests or complaints and wait weeks for a response – if they ever got one. Now things work differently, and customers have much higher expectations.
To stay competitive, your company needs to use omni-channel solutions to be accessible on every level – from chat desks to social media and everything in between.
86% of customers are willing to pay more for a great customer experience. That is why customer experience has become one of the key revenue generators for a business. As important as their experience is, it is equally important that you manage your customer’s expectations.
To do this, adopt a policy of always being honest and upfront with them. Adapt the way you speak to your customers to ensure that their experience is as smooth as possible. You must also respond to the reviews and questions online, that way they will be satisfied that they have been heard and listened to.
Use Positive Language
Positive phrases and tones can reinforce customer engagement and increase satisfaction. Avoid using direct negative words – use positive words in a negative form instead. That will convey the bad news in the least upsetting way possible.
The power of positive communication is a very real concept and one that should be easy to get every employee behind. The way you express yourself has a direct impact on whether your message is received positively or negatively by your customer.
Take time this year to put more effort into your customer experience to ensure that they are satisfied and happy.