The customer is the most important stakeholder in any business and must be kept happy for business to thrive.
Business exists to provide service to customers who will not only come back when happy, but will refer others to the business.Customer satisfaction is key to business success and sustainability.
Customers are referred to as kings and are expected to be treated as such. However, while some organizations are delivering on this promise, others are struggling.
Any business that doesn’t take the satisfaction of its customer as a priority will one day close shop. As the customer will simply migrate to where he is being offered better service.
Below are simple methods and techniques on how to ensure customer satisfaction and set your business apart from competition.
6 WAYS OF DRIVING UP CUSTOMER SATISFACTION
REALLY TREAT THEM LIKE KINGS
Smart businesses take customer satisfaction seriously and ensure they hire customer care executives and other professionally trained staff to approach, resolve and make customers happy.
Treating customers like kings isn’t so difficult after all as you simply have to picture the customer as your boss and treat him the way you would treat your boss.
GET THEIR FEED BACK
Feedback is important and it’s a wonderful tool for measuring customer satisfaction. It can also provide useful information on the things you are doing well, the ones you aren’t doing well and need to improve upon.
Customer feedback should always be taken seriously, analyzed and used for continuous improvement of service.
ENCOURAGE CUSTOMER LOYALTY
Customers love to be recognized, so you should fashion out ways on how to appreciate and reward your loyal customers. Sending them cards and gifts during their birthdays or special events is a good start.
Also after service follow up and attending their events could deepen the existing relationship. In addition, discounts or loyalty cards would be a good way of recognizing and encouraging loyalty.
CREATE A DEDICATED HOTLINE
A dedicated hotline will enable business deliver better service to its customers. Customers will be able to make enquiries and place orders with ease as there will be customer service representative on hand to listen and follow up with their issues.
HANDLE COMPLAINTS EFFECTIVELY
A customer who complains is actually a loyal customer as one not loyal will simply walk away. So it is good for them to complain as resolving their complaints makes them feel valued and deepens their loyalty to the brand.
Customer complaints should be handled speedily as an unhappy customer can cause a lot of damage to the brand. If left to linger, the dissatisfied customer will definitely tell others about his bad experience; and discourage existing or potential customers.
MANAGE THEM ALL
There are different shades of people that will be requiring your service. As a business, it is imperative you handle them with all courtesy regardless of their temper or manner; because the most difficult clients when treated right turn out to be the most loyal customers.
Businesses exists for the customer and not the other way round. Customer satisfaction is the only way to grow and remain in business.