Did you know that unhappy customers complain more loudly than satisfied customers? Research has shown that 13% of dissatisfied clients will share their complaints with 15 or more people, and 91% of them will leave and go to competitor companies.
In the internet age, it is simple to compare companies and make a quick transition. Recent years have demonstrated the importance of concentrating on the needs of your customers for a profitable company. By providing exceptional customer service, you can both attract new clients and keep hold of old ones, making sure your company stays competitive and continues growing.
In this post, we’re sharing 5 different ways to ensure and improve client satisfaction.
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Ask for Feedback and Act on It
Give clients the ability to provide feedback so that you can learn more about their experience with your company, products, and support staff. According to a BrightLocal poll, more than 65% of customers were willing to offer feedback, so it’s worthwhile to request it.
But simply asking is insufficient; you also need to be ready to act on the feedback you receive. When you have a better understanding of your customers’ experiences, you can apply what you’ve learned to your business practices to keep doing the things that work and make improvements to the things that don’t.
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Rely on Corporate Gifting
Nothing is more crucial than demonstrating to your clientele how much you value their business. The benefits of corporate gifting are numerous and include increased customer lifetime value, increased customer retention rate, and repeat business opportunities.
All of this is possible because presents appeal to your customers’ emotions and foster a sense of loyalty to your brand. The appropriate gift can close the gap between you and your clients and make them feel right at home with you, regardless of the distance or the situation.
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Provide Omnichannel Support
Offering support through a variety of channels can improve the customer experience but also demonstrate brand consistency and increase trust. Here are a few instances of different support channels and how to use them:
- Phone support. Phone call support systems can produce quick results for clients that require instant assistance. Consider employing a callback system to shorten hold times and prioritize customers’ requirements. Customers can share their phone numbers and schedule with a callback system so that a representative can contact them back at a convenient time.
- Website support. By setting up a frequently asked questions page, you can encourage visitors to help themselves on your website. Before using alternative support channels, consumers can get answers to typical questions on FAQ pages. This can help your business save money on live support agents while still providing clients with the assistance they require.
- Social media support. Customers who contact your company through social media will very likely expect a quick response. To provide this, think about developing an automated messaging system or designating a support agent to respond to inquiries on social media. Engaging with clients can improve their experience and show that you genuinely care for them.
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Respond to Customers in a Timely Manner
According to consumers, companies that respond to reviews are seen as 1.7X more trustworthy than businesses that don’t.
When a customer feels that their request is a priority, their satisfaction levels increase and they are more likely to leave a positive review. This implies that consumer happiness can be impacted by how quickly you reply to questions on messaging apps, online reviews, and emails. Quick and effective customer service helps build trust, shows customers that you care, and demonstrates professionalism.
Photo by Clay Banks on Unsplash
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Create Loyalty Programs
Customer loyalty programs are a terrific method to express gratitude to your consumers and guarantee their pleasure by giving them rewards for continuously doing business with you. The fact that you’re providing exclusive deals and discounts to improve and enhance the client experience makes these programs another example of proactive customer service.
According to research, nearly 70% of devoted consumers will sign up for a loyalty program if one is provided, so it’s something to think about for your company.
Final Thoughts
Although there isn’t a single way to increase customer satisfaction, it is important to have a customer-centric perspective in order to guide business decisions. The list of suggested strategies presented above is just the beginning; there are countless other options to improve client satisfaction and ensure business growth.