Francis Tolentino Lim, Negosentro | In a world where customer acquisition and retention costs a lot of money and time, businesses must put great emphasis on increasing customer satisfaction. This game is all about keeping your customers happy with how you treat them and your product or service offerings. Here are six actionable strategies you can use to improve customer satisfaction within a short time.
Hold your Employees Personally Accountable
Make all your employees accountable by breaking customer satisfaction into several categories and asking your specific team of employees or individuals to be responsible for specific categories. You can break up your customer satisfaction survey into four categories: education, design, value, and support. Divide your employees into four groups and let each group do a survey on one category and find and act on their respective findings to improve the company’s brand image.
Listen and Learn
When you interact with your customers and employees, listen attentively and look for opportunities for improvement. It doesn’t matter how hard you are working if your customers feel you don’t value their opinions. During every customer interaction, show you value their ideas by talking notes or repeating back what your customer has just said before you respond. Also, listen to their tone and body language to be able to know where they are coming from. If you don’t have a ready answer, provide a timeline for your response and note that down. Follow up later to see if your customer is satisfied.
Another great way to prove to your customers that you are listening is to facilitate feedback. If you cannot engage in face-to-face interaction with the customer, use alternative ways to stay in touch and show that you are interested to hear their views. For example, give them a call after a sale to prove to them that you are concerned about their welfare. The trick is to make the customer start to feel you value them before they buy anything, continue doing the same during the sale and follow-up after the sale.
Ensure you Treat Your Customers as You Would Like to be Treated
Since how you and your employees communicate with your customers is as important as what you communicate, put yourself in their shoes whenever you are communicating with them. A few approaches that you can adopt include thanking all your customers for their businesses, going out of your way to help your customers, and keeping your promises. Also, focus on building customer loyalty by doing things such as remembering their birthdays and empowering and education customers.
Use Customer Satisfaction Software
You can also guarantee customer satisfaction by putting in place satisfaction software. Consider using high efficient modern software such as field service management software to ensure you reduce lack of customer satisfaction and increase customer loyalty. With this satisfaction, you can measure customer satisfaction and lots of valuable insights.
Educate Your Employees
The success of your marketing efforts depends largely on the work done by your employees. Your business can hardly survive if you don’t train them on customer satisfaction. Use efficient apps to be able to quickly train them on how to satisfy customers and be ahead of your competition.
Implement Zero Defects Policy
Easy-to-implement policies are important for any forward-thinking business. Put in place an efficient zero defects policy to ensure there are no bad reviews online or on other platforms. If you effectively implement this policy, it will be much easier to realize customer satisfaction. Go above your competitors by using an efficient app to help you monitor and track all your customer comments. Even with an effective zero defects policy, however, you can still expect to deal with a few negative reviews on some platforms. Whenever you find negative reviews online, respond by promising you will take action. And do exactly that. If there was a problem with a product, correct the defect and consider giving the same client a free sample of the product and ask them to give a positive feedback if they are satisfied with the improvements.
Focus on exceeding expectations if you want to make a permanent mark in the heart of your customers. Remember it’s better to promise less and deliver more than anything else.