They say the customer is always right. They might not always be right, but you should treat them as such.
Customer satisfaction makes or breaks businesses. The happier your customers are, the more they will shop with you. Improving customer services is a daunting task, and many business owners don’t know where to begin.
Don’t worry. You can learn some basic tips in no time. Here are five methods that have improved customer satisfaction for hundreds of businesses.
1. Develop Your Emotional Intelligence
If you are happy, your customers will be happy as well. Give yourself and your employees time off, and take that time off. Develop hobbies and stay in good physical condition.
It is difficult listening to customers yell at you. But yelling back at them will only make the problem worse. Practice deep breathing strategies and exercise them during difficult situations.
Learn how to be patient and consistent. Some customers want to have long conversations with you, while others remain quiet. Provide the same level of service to all customers, whether or not you like them.
Develop a thorough work ethic. Every employee should be able to solve a problem, regardless of how many steps it takes. Every employee should feel a sense of accomplishment when they help a customer.
2. Use All of Your Channels
Through all the ways you serve your customers, you need to get personal.
The most important way is through face-to-face interactions. Have your staff be available in every part of your store. Make sure they have visible name tags and professional appearances.
Social media is second to face-to-face interactions. More and more customers are moving online to make purchases and ask customer support questions.
Social media users expect fast responses, usually under one hour. Train your social media managers to respond to every question. Give friendly and personalized replies, including the customer’s first name.
Email support operates under similar logic. Your email manager needs to respond to every email as soon as the email comes in. Replies should be friendly and direct, greeting the writer warmly and offering them tips.
Remain consistent across all channels. Do not send documents that say one thing through email, and another thing through social media. Software like Ecrion lets you streamline your communications through all channels.
3. Create Memorable Experiences
Don’t just provide services to your customers. Provide memories.
Send out holiday cards to valuable and reliable clients. Send out cards on their birthdays as well. Congratulate them on recent successes, and offer them your support during difficult times.
When a customer makes a mistake, turn it into a success. If they lose an item you sell, comp them with a new item. Include a handwritten note wishing them well.
Make offers that your customers cannot refuse. Offer a clear and direct refund policy with a 90-day guarantee. Send a note to every customer who returns a product.
If you offer a service, provide a 30-day free trial period. Try not to impose any limitations, so users see the value of your service. Offer free demo videos to show them how to use your service.
Provide giveaways and regular sales. Give customers a chance to win a free month of service or a free product. Encourage them to share content on social media, so more people can hear about your company.
With every experience you create, get to know your customers. The more positive emotions you associate with your business, the more people will come to it.
4. Integrate Feedback Into Everything
Customer feedback is just as important as money in the bank. Feedback tells you what you need to improve and what you need to keep. Responding to feedback is a foolproof way to increase customer satisfaction.
You first need to collect feedback. Ask your customers for feedback at every opportunity. Give them surveys, and run polls through your social media pages.
Go beyond simple questions. Ask your clients on a 1-10 scale how likely they are to recommend your business to others. Distinguish amongst customers you can’t reach, customers who need an extra push, and customers who will promote you.
Apologize to customers who seemed unsatisfied. Assure them that what happened was a rare occurrence that shouldn’t happen again.
Thank customers who are on the fence. Talk about the services you provide and sympathize with their situation.
Invite customers who are enthusiastic to come back. Talk to them about their experience and what worked so well for them.
Once you have received feedback, distribute it throughout your company. You don’t need to provide full details to everyone, but everyone should receive suggestions. Management should understand the full picture, and they should immediately begin proposing strategies.
Ignoring positive feedback is ignoring a loyal customer. Ignoring negative feedback is ignoring a chance to grow. Accept all feedback, and work on every level to improve.
5. Build Your Brand
Great customer service is a good start toward improved customer satisfaction. What seals the deal is strong brand awareness.
Your customer should see you as knowledgeable, honorable, and compassionate. On social media, share posts that inform your customers about your industry. Share customer-produced content and content from local businesses.
Respond to current events with thoughtful and poignant remarks. Encourage your customers to vote or donate to charities. Celebrate the diverse personalities and backgrounds of your employees and customers.
Adapt your marketing and communications strategies to your customers. People change with time, so what you say to them should also change.
Have fun! Get creative with the services you offer and the ways you sell those services.
Search for More Tips for Improved Customer Satisfaction
Nothing tops customer satisfaction. Satisfied customers buy more products, and they stay with businesses for long periods of time. Master a few basic skills toward improved customer satisfaction.
Develop your emotional intelligence so you become more courteous and compassionate. Use all of your channels to engage with your customers personally. Create memorable experiences with them everywhere.
Integrate feedback into every department, and build your brand by showing your expertise and responding to current events. You can learn more tips to improve your customer satisfaction by following our coverage. improved customer satisfaction