Business is thriving when you have happy clients. Keeping your customers satisfied should be your number one objective, and nothing should ever surpass it. Not marketing, not profits, not numbers, not anything else.
That’s the cornerstone upon which you’re building the brand, and you don’t want to shake up the foundations of your success. If you have a low customer satisfaction score, then your retention rates will suffer, and that will impact the revenue of your company. Most statistics show that only 1 in 26 consumers file a complaint. However, what’s even more frightening is that 90 percent of consumers will just leave if they receive bad treatment.
Do you have what it takes to lose more than 90 percent of your unhappy customers? Probably not. Then, it would be wise to gather some feedback on how to improve your current products and services. By receiving feedback, you can improve the experience, raise the happiness levels, and increase the retention rates for your niche. Click here to read more.
How can you increase satisfaction?
We can all agree that we live in a consumer-centered society, instead of screaming about how your brand is the best but the customer first, while you just aid them and help them in solving their problems. The first thing that you need to do is collect some feedback. Active listening is something that helps a lot since you’ll be more equipped to understand what they want.
The easiest way to do this is by using surveys. They take less than a minute to complete, and if you keep the number of questions to a minimum, it’s much more likely that people will complete them. As soon as you have some information, you need to turn it into practice. When a client issues a complaint about your onboarding process, go and talk to your team personally.
Find out what’s the root of the problem. At the end of the day, the biggest problems happen in miscommunication. People don’t hear what we say but how we say it. Oftentimes, it’s more about what people hear instead of what you’re trying to get across. Follow this link for more info https://fintechmagazine.com/digital-payments/customer-satisfaction-and-technology-drivers-in-fintech.
Furthermore, if you’re getting feedback about the products or the services you offer, seek to make improvements immediately. Let’s say that you’re offering a software package and your client asks for functionality that you are unable to provide at the moment. When that happens, the correct step in the right direction would be to inform them about the progress you’re making toward making that happen.
As soon as a little feature comes out, make sure to send them an email or give them a phone call to ensure they’re satisfied. Finally, it’s crucial to follow up whenever you make changes. This helps your clients be informed, and they’ll feel like they’re in control of the situation. This makes business-to-consumer communication easier for the future, and it ensures that the people you’re working with feel valued.
Multi-channel support
If you make yourself available on all platforms, it’s going to be much easier for consumers to reach you. That’s the customer satisfaction definition, and it’s straightforward to implement. The easier you make it for their voice to be heard, the more satisfied they’re going to be. You must be present where your audience awaits. This includes social media, live chat, email assistance, and even phone support.
Not all people are the same, and everyone has a favorite approach when it comes to online shopping. That’s why you need to have a presence in all channels. In a nutshell, the most significant advantage of this type of support is the ability to communicate directly to the users. As a result, you’ll give off a more legitimate vibe and establish yourself as an authority in your niche.
Collect feedback and implement it as a company-wide procedure
Telepathy still hasn’t been invented. That means that the only person who understands what they want is the consumer. For that reason, you need to implement feedback loops throughout the company. It’s the clearest measure of satisfaction for goods, services, and overall brand.
When you change your shift from profit to the client, you’re going to be 60 percent more profitable, according to the statistics. It seems like the saying is true. As long as you’re chasing money, you’ll never get it. But when you focus on providing value, the money automatically comes into your pocket. Use the channels we mentioned above to see what’s missing and put that input to good use. It’s a straightforward process, and that streamlines the entire experience.
Actively try to improve
Instead of waiting for negative comments to show up on your social media profiles, encourage discussions. Create posts where you ask people to criticize you and use that as a guide and follow-through. When you’re planning to launch a new feature, promote a discussion as to what your clients are expecting.