Great businesses don’t sell products; they sell experiences with the product at its centre. Having best solution is a good start, but a solution alone is no longer enough to achieve customer satisfaction and loyalty. They expect to be amazed and contented by their pre-purchase experience as well as the post-purchase interactions.
Fostering customer relationship is really important for raising a successful business. Caring for customers has never been more important with this evolving age of innovation and automation. An unhappy customer may share about their bad experience on social media or the web, which may result in negative publicity for your business. This can be one of the reasons why you need to develop excellent experiences for your customers and maintain a great relationship with them.
Some ways to improve customer satisfaction are mentioned here:
Listen and Learn
To increase profitability, listening is a prerequisite. Make sure that your customers know that you are listening to their feedback and are making necessary changes accordingly. Here are some methods to let your customers know that you value their opinion:
- Interacting regularly with customers
You can take notes or repeat customer’s statements to let them know that you are listening to them. You should also observe their tone and body language. You can also ask some clarifying questions to have a better idea about the matter before providing a response.
- Facilitating Feedback
If you do not get a chance to interact face-to-face with your customers, find alternate ways to receive feedback. For instance, you can provide an online feedback or via social media. Listening to their feedback and implementing it will make your business more relevant to your customers.
Treat customers as you would like to be treated
Keep in mind that how you communicate with your customers is equally important for customer satisfaction as what you communicate. Here’s what you should do:
- Greet Customers, put them at ease and make them feel comfortable.
- Exhibit that your customers are valued. Your authenticity will establish a trust for your organization.
- Provide help to your customer in any manner possible.
- In case of any suggestions or complaints from customer’s side, reassure them that you will act on their suggestions.
Provide Customer Service across all the customer touch points
You might carry customer service at all the places wherever your business has a presence. You may also respond to the online feedbacks or complaints, may it be via social media or any other platform. Use social networking sites like Facebook, Twitter, Yelp or any other to listen, engage, monitor and respond to your customers.
