Ensuring your customers are satisfied should be a key priority in any organization. Dissatisfied customers can hurt the image of your company in the public eye and in turn affect your company’s revenue. According to the American Customer Satisfaction Index satisfaction is on the steepest decline documented in the last 15 years. You can measure your organizations customer satisfaction by using tools such as the net promoter score (NPS) and the churn rate. So, you may be asking what are some ways you can attend to your customers to improve your customer satisfaction? The following is a list of tactics that you can use to ensure your customers are satisfied.
- Use Professional and Friendly Staff
Having employees with the right temperament, and experience can really help your organization. One way to test for this is with an emotional intelligence test in the hiring process. This will ensure you are getting the right candidate for the job, and for your customers.
- Customer Surveys
You can utilize customer surveys as a tool to get feedback from your customers. With these surveys you can take the data and use it to come up with a plan to better service your customers. Knowing your customers expectations out of your organization can be critical for your success. You can use survey sites such as Survey Monkey, and Typeform to create user friendly and engaging surveys for your customers.
- Offer Free Product Training and Support
Ensuring your customers that you have support and training for your products or services can lead to customer retention and loyalty for your organization as well as customer satisfaction. You can create a free course on sites such as Udemy, and Skillshare to train your customers on how to use your products or to explain your service. Training your staff to listen to the customer, cultivating empathy, having a positive attitude and de- escalation strategies can have a big impact on your customer support.
- Provide Multichannel support
Having omnichannel service channels allows you to connect with customers on the platforms they like to use. These channels consist of social, mobile, webchat, and email. Omnichannel support can prevent your customers from having to repeat the same information that they have already given. Which could be a nuisance for your customers and hurt your organizations reputation.
- Hold Daily Meetings With your Team
Having daily meetings will ensure that everyone is on the same page and update your team on what is to be expected of them in terms of customer satisfaction. You can go over recent feedback given to your organization from surveys and support calls. Taking these problems on as a team can eliminate employee confusion on what is to be done when certain problems arise.
- Provide Additional Benefits
Providing additional benefits such as special offers, or a discount can go along way in building customer loyalty. Utilizing these tactics can build a positive image for your company and increase customer satisfaction. Customers love to save money. Even if it is only saving a dollar or two that is a value your customers will love.
- Use Social Media
Social media is an outlet where customers share experiences with your organization. You can use social media to keep track of if they are satisfied with your services that you provide. With social media you can monitor your customers reaction to your services, keep track of your brand mentions and feedback, provide constant support to your customers, and engage with your customers through activities.
- Put Customer Survey Data into Action
Coming up with a solid plan to implement the feedback you got from your customers is paramount for your organization’s success. This data gives you a look into the mind of your customer. You can use this data as a teaching point in meetings, and as a by law on how your organization will interact with customers. This information is like a cheat code into ensuring your current and future customers will be happy with your products or services.
As you can see from reading this report there is no one way is the only way when it comes to customer satisfaction. With these strategies you can build a solid plan on how to keep your customers happy and keeping them loyal to your organization. Implementing these tactics can not only help your customers but can also help your staff ensure that they are providing the best experience for your customers. It can also help with making your organization a well-managed and well-equipped staff. We have services available that can help with your customer satisfaction in your business. We can handle all your digital Marketing and SEO needs.