Did you know that the average customer has 17.5 interactions with a company per year? And that’s just with one company, not including all the other brands they interact with. With figures like these, it’s no surprise that many businesses are looking for ways to improve customer satisfaction – and there are plenty of cost-effective ways to do so.
Personalize Marketing Messages
The way people feel about a marketing message is a significant reason why they choose one brand or company over another. Personalized marketing will be most effective when customers see messaging based on what they have previously purchased or expressed interest in.
And, if your brand is attempting to appeal to a wide range of audiences, try using SMS broadcast software to target different types of customers with different messages. Incorporating personalized marketing into your strategies will increase customer satisfaction and drive customer loyalty and retention.
Track Customer Opinions on Social Media
Social media provides a vast amount of data on how customers react to your business – so why not track it? This data is helpful because reading what customers are saying about your brand or company allows you to identify areas for improvement while learning what aspects of service they value. When collecting customer data, however, there are some pitfalls to avoid. Below are a few examples.
Do not try to entice customers to provide feedback.
· For example, don’t offer compensation in exchange for participation in a survey. If you are providing something of value, the messaging should be clear that this is an additional opportunity to provide feedback rather than a requirement. Otherwise, people may feel duped into giving negative feedback about their interactions with your company.
Do not request too much information in a single question or post.
· The more questions that need them to answer or the longer the post, the less likely customers will respond because it takes too long and can be annoying. People want information quickly and easily, so keep your posts short and to the point.
Give Customers a Self-Service Option
Giving customers the option to solve their problems demonstrates that you trust them enough to try. This action can save both companies and customers a lot of time.
According to Pepperdine University research, companies that provide self-service options see an average 37 % increase in customer satisfaction. And, as previously stated, offering self-service is even better when combined with other strategies as part of an easy to do business (EDB) plan, as this will increase revenue growth.
Make It Easy to Return Items
According to National Retail Federation research, 79% of customers who purchased products last year later returned them. Poor product quality, dissatisfaction with fit or size, and issues with customer service were the most common reasons for making an unsatisfactory return.
Customers are not satisfied with their returns, but that doesn’t mean you should ignore them. According to American Express research, 46% of consumers say they will spend 20% more on a brand that allows them to return items without hassle. Furthermore, incorporating self-service options into your strategy makes it even easier for customers to quickly receive refunds or exchange purchases.
Follow Up with Customers
Immediately after a transaction, email your customers thanking them for their purchase. Also, ask if they require any assistance. Follow up by phone or email if someone calls with a question and the line is busy or unanswered. It is to ensure that all interested parties receive the necessary information.
Improve Your Quality Management System
Quality management systems assist in the tracking of faulty products. But you can also use them to improve quality so that more items are in working order when they reach customers’ hands. Companies can reduce customer dissatisfaction caused by defective items by collecting data on returns and faulty products.
Know How People Want to Communicate
Age, social status, gender, and other factors influence communication preferences. A potential customer may prefer email, whereas another prefers social media exclusively. Therefore, communicating with different buyers is critical for continued revenue growth.
Bottom Line
The customer is the lifeblood of any business, but simply knowing that they are not satisfied is insufficient. Implement the suggestions mentioned above into your business practices to boost customer satisfaction and revenue growth. They will provide you with information on what your customers want and need from your products and services.
