8 Ways To Drive Customer Satisfaction
Customer satisfaction is more important than ever, with the global reach of the internet making it easier for businesses to provide goods and services online. Because of this, it is crucial to keep you clients satisfied and maintain a high rate of retention. The best way to increase customer satisfaction is by focusing on the customer experience. The customer experience is where business is won and lost. Whether it be through email, social media, customer surveys, or face to face, as a business in this competitive marketplace, you need to focus the on customer experience.
Below are 8 ways that you can increase your customer satisfaction.
Treat your customers like they are your boss
Understand that your customer is your paycheck. With no customers, there’s nobody to pay you! By taking this approach to every customer interaction you can naturally flip the angle on customer service.
Picture yourself as the boss… if your employee treated every customer the way they treated you, how good would the service be!
Here are some of the approaches I recommend businesses use:
- Thank all your customers for their business
- Go out your way to help customers
- Try to impress your customers as if you want a pay raise
- Think about your paycheck every time you talk to a customer
- Keep your promises and integrity
Focus on measuring customer satisfaction
Did you know that 91% of your unhappy customers will never purchase services from you again? Measuring customer satisfaction can help you reduce the number of unhappy customers.
So how do you measure customer satisfaction?
- Use one of these four Online Survey Tools
- Focus on these Customer Satisfaction Metrics
- Use customer support tools with ticket systems
Build customer loyalty to increase customer satisfaction
Customer loyalty and it’s relationship with customer satisfaction, is priceless. Businesses should be focuses their efforts on creating loyal customers, that sticky and not easily influenced by competitors.
These are my five favorite ways to build customer loyalty to increase customer satisfaction:
- Remember special occasions like birthdays
- Strive to empower and educate customers
- Invest in a self-service support channel
- Top level managers must lead from the front with customer service
- Talk to your customers, tap into what they want and deliver
Avoid making these customer retention mistakes
No business is immune to unhappy customers. In fact, even companies with the best customer service in the world will still lose up to 9% of their customers to competitors.
The good news is you can do something to stop customers defecting. Here are three common customer retention mistakes that are killing your customer satisfaction:
- You are ignoring customer feedback
- You are taking customer feedback to personally
- You are using long, boring customer feedback surveys
Set customer expectations early
Setting expectations too high is a common mistake a lot of businesses (and salespeople) make when bringing on new business. How many times has your sales guy made ridiculous promises to push a deal over the line?
If you’re like most businesses, you’ve probably had the odd wild over promising salesperson. For those who still have these wild ones, my advice – get them in line! They are killing your customer satisfaction by setting expectations too high!
My best advice: become really good at under promising and over delivering. There’s no better feeling than as a customer to have your expectations exceeded.
Learn how to survey your customers the right way
A customer feedback survey is the best way to find out how satisfied your customers are, find ways to improve your product or service, and identify customer advocates who really love your product.
I recommend using a customer feedback survey that asks participants to rank (1-10) how likely they are to recommend you. I also recommend keeping your survey to under 10 questions. A quick and relevant survey will help increase survey response rates.
Email is the best channel to increase customer satisfaction
59% of B2B marketers believe email marketing is still the most effective channel in generating revenue.
If it’s so good for marketers, why don’t we use it more to increase customer satisfaction?
That’s a good question, and I want to touch on three quick practical examples of companies who are using email to increase customer satisfaction.
- Mixpanel uses email to stay in contact with customers by sending through follow up emails with links to resources, webinars and support sites.
- Proflowers uses email to send personalized special offers to specific groups of customers.
- R&G Technologies uses email to send customer feedback surveys and track customer satisfaction.
Tap into social media
Using Social Media to track and monitor customer satisfaction so you can keep your customers happy will help you retain customers. It costs a company $234 every time they lose a customer. Can you afford to not be monitoring and tracking customer satisfaction?
Increasing Customer satisfaction with Social Media is very important. With your customers now using their mobile phones up to 150 times per day, it’s important to recognize that they will turn to social media to leave their customer complaints. Your job is to make sure you use social media monitoring tools to keep track of positive and negative feedback, and resolve them accordingly.
In fact, social media provides a great opportunity to actually increase customer satisfaction. Here’s how you can do just that:
- Use social media to monitor brand mentions and sentiment
- Use social media as a customer support channel
- Use social media to hold Q&A sessions with customers
Understanding the importance of customer satisfaction
If these eight ideas didn’t say it all, it’s worth reading about why I think customer service is the new marketing.
Here are three mind-blowing facts that should motivate you to start focusing on increasing customer satisfaction.
- According to Bain and Co., a 5% increase in customer retention can increase a company’s profitability by 75%.
- Gartner Group statistics tell us that 80% of your company’s future revenue will come from just 20% of your existing customers.
- Lee Resource Inc. found that attracting new customers will cost your company five times more than keeping an existing customer.