Increasing Customer Satisfaction
As Steve Jobs rightly said “Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.”
Developing and maintaining a high level of customer service excellence has always been and will always be one of the critical competitive advantages for any business. By measuring and tracking customer satisfaction you can put new processes in place to increase the overall quality of your customer service. If we treated all customers like they were our boss, we would go out our way to make sure their experience with us was 10 out of 10.
Below are 5 sure fire strategies, if implemented correctly, can increase customer satisfaction:
1.Exceed Customer Expectation
How can you exceed customer expectations when the expectation is 100% Quality Products at the lowest possible cost, Delivered On Time – In Full? By meeting the expectations we mean “never over-sell and under-deliver”. Make sure expectations of service levels are established, published and met consistently. Miss-selling of the product or service is by far the greatest sin while trying to achieve customer satisfaction.
2.Increasing Customer Loyalty
As Howard Schultz said “If people believe they share values with a company, they will stay loyal to the brand.” Gaining loyal customers is like striking gold. Not only are loyal customers conversion-friendly but also have the ability to generate additional business from new customers. They are likely to be brand ambassadors and influence others to purchase from your company. They spread the trust from the word of mouth and are open to try other products of the company. Moreover, a loyal customer will take a couple of service setbacks and would give another chance to the company.
96 percent of dissatisfied customers don’t complain – a plain figure without source is garbage, by “understanding customers” by Ruby Newell Legner. They just walk away, and you’ll never know why. Customer feedback gives you a hands on how customers view your product, support, and the overall organization. While feedback could be overwhelming for some, it should be a regular affair rather than an occasional blast. You must act on the feedback and let the customers know about it, it will make them believe the activity is worthwhile.
Technology is breaking grounds every day and each day it gets ahead of itself, one needs to adapt to technology and make full use of it. Using Big data can help gather information about a customer or even a potential customer, one could analyse their patterns of buying and could offer the most relevant product or service, doing the right thing at the right time would certainly raise the satisfaction levels. This would be more relevant for retaining the existing set of customers.
5.Give back to the society
I know this doesn’t work directly, the if-this then-this rule is not applicable here but research shows that customers think highly of the organizations which have a larger than life motto, those companies which invest more in CSR activities and believe in giving back to the society would earn loyalty and thus satisfaction of the customers better than others. Proud Customers of companies like TATA, which invests a lot in society, are more satisfied because of this reason also.
So, if the customer is satisfied with your product or service he will definitely come back to you. These practices have been followed by all the brands in order to capture the new market as well as retain the old ones, thereby increasing the overall customer experience.