One of the keys to creating a thriving business is having a steady, loyal customer base. One of the best ways to improve customer satisfaction is to start with that loyal base. 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.
The cost to acquire a new customer can be anywhere between 5 and 25 times more than retaining an existing customer. By keeping your customer satisfaction and 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 these five steps customer satisfaction.
Improve Customer Satisfaction Secret #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
Improve Customer Satisfaction Secret #2
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.
Improve Customer Satisfaction Secret #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 your customers and boasts 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 and you’ll not only get more responses and insights but you’ll also improve customer satisfaction, which is the goal.
Improve Customer Satisfaction Secret #4
This is the age of instant answers and waiting one entire business 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.
Improve Customer Satisfaction Secret #5
Leverage Business Reviews
The point of online reviews is to help others find the right business for their needs. An honest review helps answer questions future customers have and are the online version of word of mouth. Your reviews can also be your ultimate guide to improving customer satisfaction. Frankly, if you aren’t looking at your online business reviews and using software to get more feedback than you need to start now. It’s the real secret to improving customer satisfaction and something you can implement today.