Customer satisfaction: The A and the Z for small businesses
Customer satisfaction is important for any business, but it is essential for small businesses that want to grow. But what exactly is customer satisfaction?; What to watch out for; Where to emphasize; Why it is so important; You have these questions; Then read below to be solved, but also to give a big advantage to your business. You may think that if you give a quality product at a reasonable price you will be ok. But let's not laugh, how many similar products are available at also reasonable prices; Not to mention the even lower prices that big players can give. How can you then stand out from the competition and not only make your business viable but also grow it?; Εδώ έρχεται το κλειδί: Priority in customer satisfaction! Think about your most recent negative customer service experience. Become a repeat customer; Recommend the product or service to others; The, you warned them to stay away from the company; Now, think about the last time you had good customer service. You told no one else about your positive experience; Have you bought again from this company or will in the future; You recommended it to acquaintances and friends; Simple;…Almost! Satisfied customers are returning customers and often bring more customers with them! For small businesses that want to grow, Customer satisfaction is king. What is customer satisfaction; Customer satisfaction is a measure of how customers feel about their experience with you and your business.. They are happy with your product or service; They feel valued throughout the process; If you have an online business it is easy to navigate your site; Issues are resolved quickly and politely; Along with factors such as price and product, η εμπειρία-ικανοποίηση πελατών αποτελεί ουσιαστικό παράγοντα διαφοροποίησης της επιχείρησης. Η σταθερή ικανοποίηση των πελατών δημιουργεί πιστούς πελάτες. Loyal customers can become supporters of the business. For you, this means more customers and more profits. Why customer satisfaction is important for small businesses; More customers and more profits sounds great, especially for small businesses. No; So how does customer satisfaction help you achieve these results?; 1. Customer satisfaction is a top indicator of customer loyalty. When one experiences satisfactory customer service, is much more likely to return to your business in the future. Studies show that even a small increase in customer satisfaction can dramatically increase customer loyalty. Work on improved customer service in a few simple steps. Listen to your customers' needs and pain points. Make sure the service you provide is fast and convenient, including customer service self-help and troubleshooting. Show empathy with your customers, apologize for problems and find a satisfactory solution. Train your employees in customer service. As a small business, you have an advantage in terms of customer satisfaction. You are considered more authentic and polite and you are closer to your customers. You are not an impersonal business, you are the people behind it. Use this advantage to personalize the customer experience and increase their loyalty as much as possible. Meet the people who buy your products and services. Tell a story of your company that resonates with your audience and its values. Check after purchase to see if they have any questions or complaints. Include a handwritten note in your package. Try some new ecommerce strategies. Create loyalty programs for frequent customers. If it is possible, send discount codes or small gifts. Leaning on relationships, you will exceed expectations and gain loyal customers. These are some ideas that we will analyze below. 2. Customer satisfaction increases customer retention and loyalty. On the path to becoming loyal customers, people go through the customer life cycle. Constantly satisfied customers reach the retention phase. Customer retention saves money. Attracting a new customer can cost five times as much as retaining an existing one. Research by Bain & Company shows that the increase in customer retention rates by just 5% increases profit by 25% to 95%. For small businesses, this increase may mean the difference between survival and prosperity. Some happy customers even get to the final stage – The dedication. These supporters are really enthusiastic about your brand. They write great reviews on the internet, recommend your business to others and shop with you again. Both retention and dedication generate profit, providing an excellent incentive to keep customers satisfied. 3. Customer satisfaction maximizes customer lifetime value. Customer Lifetime Value is the amount of money you can expect to earn from a customer during your relationship.. Factors for calculating customer lifetime value include the average order value, the average purchase frequency and the average lifespan of the customer. It is natural for satisfied customers to spend more money, buy more often and stay with you longer. Therefore, Customer satisfaction priority maximizes the life of your customers. For small businesses, the lifetime value of each customer is even more important. Remember to use your advantage to build deeper relationships. Understand your customers' goals and step up your efforts to achieve them. Customers who feel valued provide added value to your business in return. 4. Customer satisfaction differentiates your business. With increased competition in almost every industry, business diversification is of great importance. Customer experience, service and relationships are key factors in brand differentiation and as we said is the advantage of small businesses. When people like you and have consistently positive experiences with you, your business stands out from the rest. Quality and price are more or less the same everywhere, η ικανοποίηση του πελάτη κάνει τη…