Keeping Customer Satisfaction High
Today’s customers are more discerning than ever before. They expect a lot from businesses and won’t hesitate to take their business elsewhere if they don’t get the kind of experience they expect. This is especially true of millennials—the most demanding customer demographic in recent history. These younger consumers are known for their fickle tastes and will no longer be pandered to; they want transparency, authenticity, and genuine experiences. Here are some tips that keep your customers happy and also keep them coming back for more.
1. Offer multi-channel support.
Customers are used to buying things online but want to feel as though their experience is authentic. If they’re offering delivery or pickup options—whether in-store or through third-party services like Uber or Amazon—they’ll be more likely to return and make repeat purchases.
2. Offer a reward for loyalty.
If they have loyal customers, reward them for their loyalty. For example, a typical restaurant could offer a punch card that rewards customers $10 off their next visit. This will help boost sales and communicate that you are committed to their satisfaction. Jordan Sudberg said, “We do this with our loyalty program. The more they buy, the more they get.”
3. Make it easy for them to leave feedback.
Customers want to feel they are being heard and that you care about their experience. They want to know that you’re listening and working to improve how the business operates. Make it easy for them to leave feedback. Both online and through social media, they can use these channels to engage with them and give them a way to share their experience of the products or services they purchased.
4. Make it easy for them to return.
Again, this is especially important with millennials, who are more likely than other generations to return purchases because they feel uncomfortable with their purchase. If they don’t feel comfortable, they won’t be able to enjoy the experience fully, or they may never come back at all. Whether through a free pickup service or an easy return policy, make it as easy and convenient as possible for them to use. This will help boost customer loyalty and keep them coming back for more.
5. Measure customer satisfaction regularly.
By regularly measuring customer satisfaction, they’ll be able to see how they are doing and what improvements they can make. This will help them improve the customer experience, ultimately increasing sales.
6. Focus on customer service excellence.
This is one of the biggest complaints among customers—that their customer service representatives lack professionalism or knowledge about the products or services they’re selling. Ensure your representatives have the proper training and education to be knowledgeable about their products or services and provide excellent customer service.
7. Create a welcoming environment.
Customers want to feel they care about them and are committed to providing them with a great experience. Create an environment that is welcoming and makes customers feel comfortable. They’ll be more likely to buy from you—and keep coming back. Jordan Sudberg believes customers are more likely to buy from a business that makes them feel welcomed. “It’s easy to get distracted by the shiny new toys, but the little things make us want to stay and become part of your family of customers.”
The main goal of any business is to increase sales. To increase sales, the customer experience needs to be optimized, and companies must focus on customer service. Customer experience has become more critical than ever before, as customer satisfaction is one of the most significant factors affecting a business’s perception. All companies must focus on creating an enjoyable and memorable experience for all customers, leading to more sales.