Customer satisfaction is a big contributor to your business revenue. If you have poor customer satisfaction rates, that means your retention rates are most likely low as well.
Every business wants their customers happy as they keep coming back for more. To ensure this, they’ll need to work on boosting their customer satisfaction rates.
Why is customer satisfaction important?
Customer satisfaction determines how products or services provided by a business meet customer expectations. It is one of the most telling indicators of consumers’ brand loyalty.
In the digital era where social media plays such an important role in making purchasing decisions, it’s more than crucial to pay attention to the quality of customer service your company provides.
Customer satisfaction is the key in taking care of long-term relationships with your customers. Admittedly, keeping these relationships is hard work.
A 2020 PwC survey conducted pointed out that 59% of customers will walk away after several bad customer experiences while 17% will leave your brand after just one instance of a poor customer experience.
On the brighter side, if these relationships were sustained positively, 77% of your customers would be repeat customers and refer your brand to a friend.
Seven most compelling ways to boost customer satisfaction
Every business might have its own unique ways and approaches to retain its clients. But for those who would like to get our ideas, we’ve listed down our seven most compelling ways to boost customer satisfaction:
Provide omnichannel support
All customers want a seamless interaction throughout their buying experience. Your role as a business owner or manager is to find ways to make the process smooth and easy for all of them.
Providing omnichannel support will let them communicate with you across multiple platforms. They can choose the channels and even if they want to switch mediums, conversations are brought along with your interactions.
This is an amazing opportunity for you to step up your game and give them the most convenient and personalized support.
Prioritize employee satisfaction
If your employees are satisfied and happy too, they can perform better and provide better customer service.
You can show that you prioritize and value them by giving them incentives, celebrating employee of the month programs, organizing team buildings and gatherings.
Value customers’ feedback
There’s nothing more satisfying for a customer than taking in their feedback and working on it.
You can show that you take their constructive criticism and feedback seriously by letting them rate your survey after every interaction. You can ask how satisfied they are, or how seamless the customer support is.
By asking them what you could have done differently to improve their experience, it gives them a sense of sincerity that you put them first. By being honest about what you’re asking, you’ll hear the most honest responses too.
Stay current on consumers’ reviews
In a world where people have become so reliant on the internet, it’s a walk in the park for consumers to look for product reviews and recommendations.
Product reviews are one of the most sought-after sections when consumers intend to purchase an item or try a service. Make sure you have the time to stay current on the internet and know the public’s comments towards your product and services.
You’ll see reviews about your item, your customer service, your order handling and all of these reviews are a good entry point for you to be introduced to areas of improvement that you haven’t thought of before.
Track your team’s metrics
Metrics are your scoreboard. It tells you accurate measurements about your performance and overall business operation works.
If you monitor your team’s metrics it will give you significant data on where to improve and what area of your business you should maintain.
Demonstrate product knowledge
One of the most important areas of business relies on product knowledge. Meaning, all agents and employees who have direct customer interaction should know the company’s product information.
If all of them are equipped with the proper training about product knowledge, it will help your agents to build their confidence so they can address the customers’ questions and other product concerns.
To demonstrate product knowledge, managers can try mapping out the agent’s product knowledge and work with them side-by-side to fill in with information lapses.
Always personalize your service
We know you’ll deal with a lot of customers in a day, but in every interaction you have with them, make sure the customer feels valued.
The key to sincerity and eagerness to provide the best customer support is personalization.
Always ask and use the customer’s name, refer to their personal experiences and history of transactions with you and tell them that you’re thankful that they keep on choosing your business.
It’s 2022 and yes, customer satisfaction is still more than a priority
No matter if we’re in the 90s or 2022, if you’re a businessman, customer satisfaction is your priority.
Our tips to boost your customer service will satisfy your clients and at the same time benefit your revenue and business growth. They get the best service, and you gain more buyers and more advocates of your products and services. It’s a win-win!
Apart from all these ways on how you can boost customer satisfaction, there are tons of other ways on how you can show your customers how valued they are for your business.
