Kevin Gardner, Negosentro | Customer satisfaction is often overlooked when planning a business. Entrepreneurs and investors dig deep into more technical indicators of business health, such as customer acquisition plans, marketing strategies, and sales models. But few take the time to discuss customer satisfaction and its importance to the whole business cycle. As a result, these businesses experience huge, unexplained drops in sales numbers and high customer acquisition costs that eat up a large chunk of their revenues. Here are three ways on how to deliver total customer satisfaction without complicated or expensive measures:
Improve the Product or Service
The product or service is where your customers base their satisfaction rating. Did it meet their needs and expectations? Does the cost you charge for the product or service match the value they get? What are the reasons why your customer would rate you five stars?
Improving your business’ offerings can have a direct impact towards improving your customer’s satisfaction rating. Discover new, more ergonomic designs for your products, faster ways to ship and deliver them to customers, and better packaging that has more visual appeal.
Continuous market research is key to finding new technologies, tools, and practices that your business can use to lower production costs, streamline product designs, and improve overall value. If you can improve your product or service continuously without changing what already works, you can earn the five star rating you seek from your customers.
Improve the Sales Process
If you are a brick and mortar store without any online presence, then you’re fighting competitors with one hand tied behind your back. Build a website that can expand your existing sales and customer acquisition channels. A dedicated website can give your brand a more professional look. But more importantly, it can simplify the transactions for both you and your customers.
Shopping through a website involves a smaller amount of effort compared to visiting a brick and mortar store. You log into your account, click on products that you want to buy, after which they get added to your shopping cart, and then you check out. It’s that simple.
Make sure your website also has a mobile-friendly version. One in three eCommerce purchases in 2015 was made through a smartphone or tablet. And with as much as 175 million Americans owning and operating a smartphone on a daily basis, it makes practical sense to have both a website and mobile app for your business.
Get Feedback and Listen
Treat your customers like a boss. Ask for feedback and execute based on that feedback. Some companies are good at asking for feedback, but they simply fail to genuinely listen to their customer base. If customers feel ignored or undervalued by a business, they move on to your competitors.
Ask feedback through your website. Give customers options on how they can contact you for feedback and concerns, such as your office email account or hotline number. Include a help desk feature on your website so customers can get real-time support and leave feedback as they please.
Use technology to collect feedback from customers in a more quick and efficient manner. The best free CRM software, for instance, can help you improve relations with existing customers while also helping you find new leads. The system can achieve this through collection, organization, and management of customer information. Not only does CRM software help boost your customer satisfaction rating, but it also increases revenue through more effective marketing campaigns.
Customer satisfaction extends beyond the transaction or exchange of goods and services between consumer and supplier. The overall customer experience should also take into account the customer’s buying process or what makes them visit your site or store in the first place and how they feel after the transaction is done. Nevertheless, it doesn’t have to be overly complicated. By proactively looking for product improvements, streamlining the sales process, and listening to customer feedback, you can deliver a much higher level of satisfaction and experience to your customers.