One of the keys to creating a thriving business is having a steady, loyal customer base. While it may be easy to get carried away designing your website or making new hires, if you aren’t making an effort to improve customer satisfaction, your business will suffer greatly.
According to an article on HBR.org, the cost to acquire a customer is anywhere between 5 and 25 times more than retaining an existing customer. By keeping your customer’s happiness in the front of your mind, you’ll save yourself a lot of extra work, time, and money. If you want to improve customer satisfaction, follow the five steps outlined below.
Step #1: Remember the Golden Rule
Step back and try and see the situation from the eyes of the customer. How would you like to be treated if you were in their shoes? Customers value genuine interaction with a business and want to feel like they’re being taken care of. Treat them the way you’d treat a friend and you’re one step closer to having a life-long customer. Here are some approaches that can make a world of difference:
• Welcome customers with a warm salutation
• Go out of your way to help the customer
• Thank them for their business
Step #2: Build Loyalty
If you implement step #1 correctly, this step should be a cinch. By treating customers well and ensuring they have a good experience, you have already increased the odds of them returning or even referring business your way. According to Bain and Co., a 5% increase in customer retention can increase a company’s profits by 25% to 95%.
“In everything you do, make sure the customer feels like he or she is the only one that matters. Use the customer’s name, refer to personal information and congratulate a customer on his or her birthday. Make them feel at home.”
(Source: Tech Target)
If you can, remember special occasions like birthdays. You can even send a discount code their way as their birthday nears. Simple gestures like this can keep them coming back.
Step #3: Measure Customer Satisfaction – Text is Best!
Measuring customer satisfaction isn’t as straightforward as measuring revenue or web traffic. This can make it difficult to set goals for improvement. However, there are some great methods out there that can help.
Customer surveys can be very insightful when used correctly. Beware of this approach, however, because emailed surveys have a meager open rate of around 20% with 2% of those actually clicking through.
Text messaging is the best channel for you to communicate with the customer. This channel has an open rate of 99% with 90% being read within 3 minutes of receipt. Find ways to utilize text messaging when asking for customer feedback.
Step#4: Be Timely
This is the age of instant answers and waiting one working day for a response may be too slow! Try to reply to social media comments, reviews, and emails as soon as you can. Set aside time each day to reply online so all inquiries receive a response.
Step #5: Improve Customer Satisfaction with Podium
Request a demo to see how Podium’s cloud-based solution can help you use text messages to invite all of your customers to review your business. Podium’s efficient, mobile process can help your business build a strong online presence on the sites that matter most. This will, in turn, improve local SEO and ultimately boost revenues.