Here are some tips for gauging customer satisfaction and improving or maintaining it:
1. Have a system for reviews and feedback. If you don’t already have a way to measure customer satisfaction, you should implement a process immediately. Ask your customers for reviews and feedback. This can be done verbally, via email, or you could display a QR code at your business that customers can scan to leave a review. You’ll just need to decide on the review platform you want to drive customers to. Popular choices include Google, Facebook, Yelp, and Trustpilot. It’s also important to prepare yourself for inevitable negative reviews. It’s not realistic to expect a perfect review from every customer, and the prospect of negative feedback shouldn’t deter you. What’s important is how your business deals with negative reviews. Refrain from getting defensive and firing back at the customer. Remember that your replies on most review networks are public, and future prospective customers will see them. Instead of getting angry, focus on working to make the situation right with the customer. Your future customers will be impressed if they see that you take negative feedback seriously and are committed to resolving it. Ultimately, negative feedback can provide valuable insight into your business processes and help you make the changes necessary to achieve greater customer satisfaction in the future.
2. Create a customer loyalty program. A customer loyalty program is one of the easiest ways to show your appreciation for customers while simultaneously increasing sales and driving repeat business. Loyalty programs can deepen customer relationships and provide you with the insights you need to make customers happy. Loyalty programs can:
- Improve customer retention and satisfaction
- Turn your customers into brand advocates
- Boost the lifetime value of your customers
- Increase sales and purchase frequency
- Allow for better customer engagement
- Help you create more personalized customer experiences
3. Personalize the customer experience. Make your customers feel appreciated by personalizing their experience with your business. You can add personalization to both in-person experiences and online experiences. Train your staff to greet customers by name whenever possible and include their name in any emails you send to them. An email marketing system or CRM can help with this. You can also use these platforms to keep track of customer preferences and segment them so you can craft more relevant marketing communications for them.
4. Offer easily accessible customer support. Some businesses are difficult to get in contact with, which can turn an unhappy customer into an even angrier one. No matter what channel you use for customer communication, make sure your customers can easily find your contact information, and be sure to respond to customer inquiries in a timely fashion. Taking too long to respond to customers can lead to dissatisfaction, negative reviews, and loss of business.
5. Improve product and service quality. Make it a regular task to check in on the quality of your products and services to see if there is room for improvement. You may even consider using a professional mystery shopper for an unbiased look into your business performance. If you uncover any issues with your products or services, you should formulate a plan to address them as soon as possible.
6. Be accountable for issues. One of the fastest ways to lose customers is to ignore them, especially when they are upset. If a customer experiences a problem with your business and reaches out to you, address it as soon as possible. Hold yourself and your team accountable and recognize that mistakes happen. Your customers are likely to be more forgiving if you address problems head-on and admit fault when warranted. Remember that how you handle a tough situation says a lot about the kind of business you’re running.
With so many day-to-day tasks to worry about for your business it can be easy to overlook the customer experience. However, it’s crucial to remember that your customers are what keep you in business. By evaluating your current level of customer satisfaction and putting some plans in motion to improve it, you will be well on your way to creating more loyal, happier customers. With so many companies letting customer satisfaction fall by the wayside, now is your opportunity to shine. If you’re a business owner in MA or RI and interested in learning more about POS systems and business management solutions that could help you improve customer loyalty and overall satisfaction, contact our Business Banking Team today.