Every brand strives to keep its customers satisfied. It can help increase brand loyalty, retail customers, boost trust, and grow the user base.
But most important of them all, customer satisfaction affects your business sales.
We know that a happy customer is more likely to return to your brand for repeat business. But that’s not all. A satisfied customer will also refer your brands to their friends, family, and colleagues. And we all know how impactful word-of-mouth marketing is. A Semrush study reveals that 90% of people are likely to trust a brand recommended to them by another user.
No business would want to miss out on that!
Businesses can boost their customer satisfaction by following some straightforward tips. But before that, let’s understand what customer satisfaction is.
What is Customer Satisfaction?
Before delving into the depth of improving customer satisfaction, we need to understand what it means and why it’s so essential for your business.
In simple terms, customer satisfaction is the measure of a customer’s happiness with your company’s product or customer experience. Today’s customers juggle through different touchpoints in their journey to tell whether they are satisfied or dissatisfied with a brand.
Right from when they get to know about your business until after they become brand loyal, each interaction they have constitutes a customer experience. And it better be good to make a customer satisfied.
Their satisfaction is not just measured based on their experience with your product. It is now determined by their experience through different channels. Your social media pages, online advertisements, brand website, application, influencer mentions, sales staff, support staff, physical/digital product experience, and many more touchpoints make up the customer experience. Customer satisfaction determines if a customer would become an active and repeat buyer or simply turn awry from the brand.
It can help boost business, differentiate from your competitors, retain customers, and even make them loyal advocates of your brand. A Salesforce research states that 89% of customers are more likely to become repeat customers of the brand due to a positive customer experience. And 80% of customers surveyed in a ZenDesk report confirmed that a single bad experience is enough for them to move to the competitor.
No wonder businesses are increasingly interested in ways to boost their customer satisfaction through offering a better experience. And that’s what we have discussed in this write-up.
So, without further ado, let’s get started with some quick tips to help you boost your customer satisfaction, and in turn, sales.
Tips To Boost Customer Satisfaction
Indeed, customer satisfaction is an important metric to measure the customers’ loyalty towards your brand and how likely they would buy from you again or even recommend it to others. And while businesses know the effect of customer satisfaction on their revenue, many still struggle to get it right. So, whether you are struggling with attaining customer satisfaction or simply want to boost your revenue by enhancing their experience, here are five quick tips that can get you started.
1. Actively Ask Feedback Across All Touchpoints
The most crucial thing for any business today is to give its customers a voice and ensure them that it is being heard. Asking them to give feedback on their service, product or even their overall experience can help them become more proactive and feel engaged.
However, collecting feedback shouldn’t only be at the physical store or on your website, or through email surveys. You need to work on different survey distribution channels to collect feedback from customers when they are engaged. Moreover, this would enable you to enhance the experience throughout the entire customer journey. You can use website surveys, web app surveys, kiosk surveys, email surveys, mobile app surveys, tablet surveys, SMS surveys, and more.
Also, ask for feedback actively. Whether you want to add any update, launch a new product, or simply know their overall satisfaction level so far, be active in asking.
2. Acknowledge & Implement Customer Feedback
Collecting customer feedback is crucial for any business. But what’s even more important is that they turn that feedback into action. Whether it is a complaint about your product/service or their experience with interacting with your brand, make sure to acknowledge them.
For instance, if your customers are complaining about delays in responding to emails or delayed response by the support staff, you should take matters into hand and work on improving them. Similarly, if the customers are finding it hard to navigate across your site or using the product, have a live chat option or chatbot option there only to let them give feedback. You can also conduct customer surveys from time to time to get their feedback and work on the same.
Reflect on the customer journey. Ensure that each touchpoint is flawless. However, if the customers are complaining of certain things or are dropping out after certain interactions, you know where to work on.
3. Align Sales & Support Teams
Just collecting feedback from customers isn’t enough to know what they want. Your sales teams, agents, and support staff can be a great source of customer data. These are the people that directly connect with your customers and can tell more about the pain points or triggers that lead to certain actions.
Using tools like FreJun can also help enhance customer experience and satisfaction. Such tools are used by sales teams and can collect all data in one place and can be integrated into your CRM platform to enhance the relationship.
Let your sales teams, support staff, and agents align with your company’s goals and feel empowered to attain customer satisfaction.
4. Deliver Omnichannel/Multichannel Support
Today’s customers, as we know, are digitally conscious beings. They interact with a brand across various touchpoints. So why should support be provided to them on a particular channel alone? You need to be where your customers are present. That’s the only way to ensure that they are satisfied with your support.
For instance, your customers are having trouble navigating across your website to find a piece of particular product information. Wouldn’t it be better if their concern could be handled right there instead of them being led to their emails?
Whether it is emails, live chat support, social media support, instant messaging, and all other forms of communication should be provided to the customers.
Furthermore, if your brand relies on video presentations to convey product information, ensuring to add subtitles to videos can significantly enhance the user experience. It not only aids in better comprehension of the content but also displays sensitivity towards the needs of customers with hearing impairments or varying language proficiencies.
5. Empower Your Team To Delight The Team
Whether it is the sales team or support team, delighting customers should always be a priority. And it shouldn’t just be a protocol in your company. You should also empower the teams to go the extra mile in order to delight the customers.
They should be able to act on the opportunities or offer support or make decisions independently without having to consult the seniors. This way, they would be able to take responsibility for their work and deliver better results.
6. Measure Customer Satisfaction Regularly
Continuously measuring the customer satisfaction score is crucial to knowing what your customer is thinking about your business. It can offer you the required valuable insights to find opportunities for improvement. You have the overall customer score of your business through the CSAT score. Once you have that, you can very easily enhance those areas to optimize offerings and work on improving the overall score.
There are various CSAT, CES, and NPS survey templates that you can use to build your customer feedback survey and collect their insights. They can provide the overall scores of how happy or sad the customers are or their likelihood of recommending the brand.
However, just having those satisfaction survey metrics won’t suffice. You need to make sure that you are working on the feedback received. Collect the feedback and analyze it to find out what part of your overall experience requires work.
These were some of the quick tips that can help you boost your customer satisfaction game. Always remember, in order to keep your customers satisfied, you need to encourage them to tell you their feedback, their pain points, and what made them happy.
Once you have the data with you, the next is to analyze it and dig deeper to get valuable insights. Work on it and make your customers feel special and heard.
Remember, a happy customer will not just proactively buy from you but also promote it with word-of-mouth marketing. But not as much as an unhappy customer. An unsatisfied customer is sure to leave a negative review and never return to your brand. And this can have a bigger impact on your revenue. So, make sure to keep your customers happy and boost your customer satisfaction.
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