The availability of wider choices of products before the customers has made the market more competitive and unpredictable than ever. Each firm these days, look forward to improve customer satisfaction level and retain their loyalty as well. The trend is more or less same everywhere across the globe.
A research study conducted by 1Financial Training Services observed that 96% of the unsatisfied customers would not complain while 91% of those silently stop dealing with that company. Only, a handful of customers, around 5-6% strongly lodge their formal complaints regarding any issue.
Customers are the King: Serve Them in the Best Possible Way
The basic notion of marketing is to position customers at the center of all activities. They are the kings, and all business owners need to create a positive shopping or buying experience for them, each time they purchase something.
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Starting from selecting a particular product physically or on an e-commerce portal to book an order for the same, at each level, the quality of the customer service has to be outstanding and excellent.
The Zendesk research has quoted that 95% of the users always share their bad customer service experiences with others, which could dent the company’s overall image and credibility.
Implementing Key Strategies to Improve Customer Satisfaction
Irrespective of the products and services that an entrepreneur is dealing with, it is of utmost importance for his firm or business entity to offer cent percent customer satisfaction at each process of a business dealing.
Easier said than done, an entrepreneur and his employees have to take painstaking efforts to improve customer satisfaction by astutely implementing the key metrics relating to augmenting the quality of customer support services.
1. A Pleasant or Delightful Shopping Experience:
Did you know that a customer is probable to become your brand advocate if he gets outstanding customer support services in his very first shopping experience with your firm?
The research study conducted by White House office of Consumer Affairs has found that 90% of the first-time customers are likely to become loyal to the firm on getting the super-fast quality of customer assistance at first purchase itself.
2. Towards Creating a Pool of Satisfied Customers:
It is necessary to understand that in the world of entrepreneurship, no interaction with customers goes worthless.
Be it a courteous call to know whether the customer is overall satisfied by the shopping experience, or does he have some reservation about the quality of the products – at each step; the company has to ensure maximum satisfaction to customers.
The basic notion of improve customer satisfaction is all-inclusive. It includes several aspects of customer’s psychology. An entrepreneur has to ensure the ego satisfaction of all customers. A pool of satisfied customers creates a considerable base of loyal consumers soon.
3. Take Customer’s Feedbacks Seriously:
As stated above, customers are the real boss of a firm. They tend to choose a brand that serves them better. An owner or the entrepreneur of a firm should always treat the request of customers with utmost priority and urgency.
If an owner ignores customers’ feedbacks continuously, then they will be bound to shift to another brand to get the better customer satisfaction level. The American Express survey has claimed that 59% of the customers shift to the new brand to get a better quality of services.
4. Courtesy, Convince, and Conviction:
In an effort to improve customer satisfaction, many firms forget the basic tenets of marketing and sales. Every sale process starts with the assumption that customers might buy that product, but he may decline the same without assigning any reasons thereof.
For the sales and support staff, it is necessary that they maintain utmost courtesy while convincing a buyer to purchase a specific product. The conviction is the last stage of a sales process that is when the staff supports the decision of a customer to go for a particular product while elucidating all its merits and USPs to him.
5.Frequent Customer Feedback Survey:
A company should also collect customer feedback survey from time to time to measure the overall level of customer satisfaction in regard to a specific brand or product. Ideally, all customers should have the option to participate in the survey anonymously.
Lots of introvert customers wish to say many things only on the condition of anonymity. They must have that liberty. The survey questionnaire should have all required questions pertaining to the product or service with a space allowing customers to voice their opinions, honestly and fearlessly.
6. Email Marketing is the Best Choice of Customers:
Entrepreneurs can definitely go for email marketing campaigns to improve customer satisfaction of a specific product by providing them with a detailed explanation with necessary sources and citations to conclude, “Why the product is the best at such a compelling price having superior quality.”
The Peppers and Rogers group has found in its survey that 81% of the companies tend to be cut above the rest by delivering outstanding customer service experience to its consumers.
7. Customer Service Communities:
Especially, in the big firms, the companies directly ask the communities to generate product ideas and test new products. This helps the entrepreneur know what does the customer want and what are his requirements.
In advanced countries, such customer service communities are quite frequent letting an entrepreneur know many important facts; such as how does the product stand in comparison to competitor’s brand, whether the price is convincing or not, and several other things.
8. Multi-Channel Support:
In case of any product or service-related problems, what customers want is the timely resolution to the same. These days, social media is quite popular; therefore, a company should offer an open platform to customers where they can easily lodge their complaints.
Once a customer registers his complaint or query on the company’s social media profile, then it becomes onus for the company staffs to resolve the same without any delay. The latest trend in consumer behavior claimed that 85% of the customers would love to deal with a company having an omnichannel presence than the ones that do not have.
9. Inculcate Company Culture among Staffs:
The best companies are not the ones that always make profits, but those who follow conventions. Inculcating a company culture among staffs and employees help, they act as a team unit and perform better.
Ideally, a company culture should focus on customer’s satisfaction 24X7. The level of customer satisfaction eventually decides the fate of the firm. The company culture should evoke that feeling. Support staffs should behave outstandingly well with the customers every time they come across them.
10. The Price Conundrum:
Thankfully, price hardly matters these days. Now, all that customers want is a quality item for his use. They are ever ready to pay a higher price for better quality products and services.
In the latest consumer behavior survey, around 90% of the customers echoed that price hardly matters when the quality of a product is superior in comparison to the rest of the similar items available in the market.
And the Winner is
The demand of the time is such that “either perform or perish.” It holds true in the world of entrepreneurship too. Every brand has to take each customer seriously. All efforts must go towards ensuring the first-time resolution, which means the customer’s query gets resolved in a first call itself.
Winning customer’s faith and retaining their loyalty is a big task. No entrepreneur can achieve it in a single day. It is an ongoing and continuous process. Take a look at all big brands; they all started with an “inception in the mind” of the entrepreneur. Gradually, that initiation found itself on a paper, and then the great journey began.
The journey bound to have been marred with all types of hindrances, including a few of the disgruntled customers. However, that does not mean a firm should stop its journey and get demoralized. Instead, it should still try to perform better and win back the faith of the customers.
A firm cannot do everything at one go to improve customer satisfaction. It has to follow every step cautiously. The primary task of an entrepreneur is to “give something new, improved and unique to customers” at a compelling price and then follow it up by offering outstanding customer support services to them both before and after the sale of the product.
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