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Since the introduction of social media, the way we interact with businesses has changed. Where once we’d call a store or write a letter, we now reveal our frustrations about how we’re treated on platforms like Twitter – in fact, there are guides on how to do it.
Then, we review the service we’ve had. How was the initial purchase? What happened when you complained? We lay it all bare in the reviews section of Google or on websites like Trustpilot.
This all means that, while a bad customer service experience could be damaging before, it’s even more so since everyone can see what happened online. Plus, there are the fake reviews that businesses now have to navigate.
To make sure customers are satisfied, it’s worth taking the time to consider how your current service offering shapes up.
What is customer satisfaction?
So, what exactly is customer satisfaction? How far do you as a business owner have to go to make sure you’re keeping everyone happy?
Customer satisfaction is how well a company meets customer expectations involving the product or service that the company offers. It’s gauged through reviews, surveys, and word-of-mouth responses. Typical indicators include the quality of the product, the customer’s experience when buying the product, and how helpful the staff were.
The better the experience, the higher the levels of customer satisfaction. The higher the levels of customer satisfaction, the more likely you’ll see return business from those customers – and potentially more customers who’ve heard about your first-class service and helpful team members.
Where to improve
Customer satisfaction can signal where someone has had a bad time and where someone left the interaction feeling happy.
To address unsatisfied customers, it’s important that you listen to their feedback and take on board what they are saying they experienced. Maybe they didn’t get a refund for a long time after they returned the item. Perhaps they encountered an unhelpful team member. Make a note of these incidents and look at ways to address them.
For example, to process the refund faster, look at what the holdup was and get an open banking platform to make things smoother in the future. And to address the staff member who was abrupt with the customer, it might be worth checking in to see if the employee is ok. If there are several complaints made, more training might be necessary.
But remember to not just focus on replying to the negative feedback from unsatisfied customers. You also need to make sure you’re maintaining the high standards enjoyed by your satisfied customers. This is because they are likely to be loyal to you and come back for more.
What are the benefits of satisfied customers?
Some of the benefits of keeping customers happy include:
- Great reviews – you’re more likely to get good reviews if you’re looking after your customers. Good reviews mean you’ll attract more business.
- Recommendations – If a customer is happy, they’ll tell their family and friends. Again, this could see more people coming to your shop or to your company.
- Increase in sales – More customers mean more sales. An increase in revenue is good for business.
What are you doing to address customer satisfaction at your company?
You may also like: Thought Leadership: Best Practices In Customer Experience
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