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Every single new business that opens does so because they need to meet a need for their customers. They know that they can solve a problem, and so they create a product or service that they know their customers will be happy with.
The problem is that very few businesses understand what their customers are feeling about their products. There are even fewer businesses that seek their customer’s satisfaction way beyond the purchase point, and that’s not how you want to conduct your business!
Customer satisfaction has to be at the very top of your priority list. Customers matter, as without them you don’t have a business at all. There has to be a level of gratitude shown by a business owner when it comes to customers.
Not only do you want your existing customers to continue to buy from you, but you want to be able to entice new customers to buy from you. The way that you treat customers will make a difference to the way people review you online, which ensures your reputation stays intact.
Customer satisfaction is one of the most important pieces of your business puzzle and there are many ways that you can track your customer satisfaction, but first, you must understand exactly why customer satisfaction is so important.
- Loyal customers are everything for a business. Did you know that it can cost up to six times more to acquire new customers compared to keeping your loyal ones? With the right CSAT software, you can start tracking what your customers love about your business and maximise on it. You want to keep the customers that purchase once. If you are thinking about letting out some offers, it’s better to ensure that those offers are also extended to your existing customers, not just the new ones! Organize and look after your customer service processes and you’ll have loyal customers.
- It doesn’t take much to make your customers switch off of your brand and onto another. You have to watch your own business behaviour and monitor the way that your staff comment online. Clients need to be dealt with very quickly, as being kept waiting will make them turn to another brand – and that’s just not acceptable. Negative experiences stick, and these are the stories your customers will share online and with their friends. It’s not to slate you, but to teach you how to do better. If you want to keep your customers, you need to listen to what they have to say about you.
- It shouldn’t be about money, but how happy your customers are will reflect in your profits and your business revenue. If you want customers to have a good opinion of you and your brand, then you need to look at how their opinions impact you. The right software can help you to do this!
It has to be a good habit for your business to measure the satisfaction of your customers, and it should be done every day. If you’re on top of what your customers think and feel about your business, you’re going to be able to keep them happy long-term. So, how do you tell your customers are happy?
How do you know your customers are happy? Ask them! The best way to ensure that your customers have everything that they need is to check-in and ask for feedback. Every single time you make a sale, ask them to review the service that they’ve received. You can even ask for this after every single lost customer – especially those who fill a basket of stuff on your website and then click away from the website! You need to know what you could be doing better and then roll with it. Share the results that you get with your team and cross-reference the responses with the software you have. You won’t regret it because it’ll help your long-term goals!
Conduct Reputation Surveys
Okay, so while it’s sounding a little narcissistic, it isn’t going to be. You need to be told what your brand looks like to your customers. Understanding their point of view is so important if you want to do well with your customer satisfaction efforts. You want to conduct surveys that talk about the good, the bad and the ugly with your brand, and while you may not like all the feedback, it’s a must if you want to learn about what you’re doing well.
If you are not willing to listen to the results of the surveys that you conduct, don’t conduct them. You need to listen to your customers and learn from it, and no, it’s not always going to be sunshine and lollipops, but it’s how you do better as a business. If you are the type of brand who asks for feedback and then actually pays attention to it, you’re going to get several bonus points before you’ve done anything else.
Find The Happiness
How many customers have gushed to you about your service? Find those customers and ask them for a quote or review to be posted on your website. You want to be able to find the happy ones and spread the love all over social media and your website. The more you spread the good vibes across your website and social media, the more that new customers will find your service tempting. You could even go ahead and create case studies that are relevant and reflect the uses of your product. It’s an excellent way to showcase what you can do and it proves your customers are happy.
Refer, Refer, Refer
If you make referrals a big part of your sales steps, you’re going to be able to build up a list of customers who can talk about your product when you need to. You can then fall back on this list and ask for feedback. Happy customers are everything for your business but happiness is so much more than just how many things they buy. Keep on top of what people say about your product and your brand and make sure the talk is good!
This is a collaborative post.