THE customer satisfaction is important for any business, But it is necessary 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?; Here it comes the key: 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;
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 it how customers feel for 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, Customer experience-satisfaction is an essential factor differentiation of the business. Constant customer satisfaction creates loyal customers. 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, are much more likely to return in your business in the future. Studies show that even a small increase in customer satisfaction can dramatically enhance customer loyalty.
Work on improved customer service in a few simple steps. Listen to them Needs and ‘pain’ signs of your customers. Make sure the service you provide is fast and convenient, including self-service for assistance 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 a advantage in terms of customer satisfaction. Consider 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 personalizing the customer experience and increasing loyalty of 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 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 pass by him 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 it 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 loyalty. These supporters are really enthusiastic about your brand. They write great reviews on the internet, recommend your business to others and shop again with you. Both retention and dedication generate profit, providing an excellent incentive to keep customers satisfied.
3. Customer satisfaction maximizes customer lifetime value.
THE lifetime value of the customer is the amount of money you can expect to earn from a client 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 create 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.
By increased competition in almost every industry, the business diversification is of great importance. Customer experience, service and relationships are key factors in differentiating the brand and as we said it is 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, Customer satisfaction makes the difference. Research shows that people will spend more money for a better experience. Two-thirds of consumers say they will pay more for a company that provides excellent customer service.
According to research as well, the 60% decides not to complete a purchase due to poor customer service. The importance of customer service and satisfaction is undeniable. If you want people to choose you (and elect you again), consistently provide a exceptional, customer-centric experience.
How you can make the experience better for your customers:
1. Easy communication
You have made it easy for customers to interact with you to ask questions, to express concerns or solve a problem; The, do customers have to go through a series of stages, do an extensive Google search and pray to the gods of customer service so they can keep you;
Although it can be unpleasant to deal with a dissatisfied customer, it is much worse to deal with a dissatisfied customer who needed it 2 hours of the day to locate you.
Mistakes happen and, despite the old saying, the customer is not always right… but if you want to keep him as a customer, must always be happy. You can do this by listening to them when they are upset, showing concern for the situation and informing him that you will do whatever,what goes through your hand to fix it.
3. Speak to them in their own language
Each industry and company has its own "store terms" and the language it uses to describe what it does and how it does it.. Unfortunately, she the internal language does not resonate with customers. Customers want to know me simple and understandable way what you offer them and how you can help them. They want to know that you understand their problem and have a solution for it. To transmit it, you need to understand which ‘language’ they use.
4. Response time
We live in a fast moving world. Customers expect the products to arrive at their doorstep hours after ordering and questions will be answered within minutes (if not earlier!) from the moment they ask them.
While many companies can not afford the entire twenty-four hour staff, There are ways to communicate directly with customers such as chatbox. Of course, this can not stand on its own if there is no consistency. So. be sure to reply to messages and comments as soon as possible. Maybe not in a few minutes but definitely not pass 2 days to do it.
Very few customers will do anything to work with you. If you find it difficult to navigate, to shop, to plan or buy, they will look for another business to provide them with the solutions they need. It is important to check your buyer's travel on a regular basis and see if some areas could be modified to increase convenience..
Customers want to have options when it comes to shopping. They want different colors, style, service levels and different delivery methods. They their choices help them feel in control of their own shopping experience.
While customers like to have choices, too many options can be confusing and force your prospect to give up before completing a purchase. As you design your products and processes, remember that a confused mind never buys. So categorize your products and make customer browsing simple and functional.
Your customer service can be top notch, but if your product is of poor quality, you will probably never see the same customer come back! Make sure you create the best product without which customers can not live.
9. Reasonable prices
We said how by themselves do not matter. But in combination with the rest they play a very important role. We do not clearly mean dropping your prices to attract customers in this way. You have to offer what you offer in a similar one, reasonable price. There will always be low, medium and high prices. If your products are of excellent quality and your customer service is impeccable, it's okay to charge more. However, if you charge a lot more than the market can afford and more than your ideal customer can afford, you will put a tripod on yourself.
Customers want to feel valued for doing business with you. You need to have some sort of follow-up process to say thank you. This can range from one fast email up to one thank you gift (depending on the value of the product or service). You should always show your customer that he is important to you.
11. Reward Programs
It's great to offer incentives to new customers coming, but what about the loyal customers who have stayed with you from the beginning; Consider introducing some kind loyalty program where existing customers receive discounts, free or access to specific content or products as a thank you for their continued support. After all, as we mentioned, an existing customer has great value!
How do you measure customer satisfaction?;
The to listen to your customers is one of the most important ways to ensure their satisfaction. If you do not ask them about their experience, you will not know how to improve it.
As with all business metrics, is important evaluate and re-evaluate customer satisfaction. Identify where you are now and what steps you can take to improve. After you follow these steps, Re-measure customer satisfaction to see if your efforts have been successful. Subsequently repeat again and again. Customer satisfaction is one dynamic process which you must constantly check. After all, it's not a shame to work hard for it and it spoils because you rested;
Measuring customer satisfaction requires gathering customer feedback and comparing it to quantitative reports.. You can collect:
- Social media comments and polls
- Conversations with customers via direct messages
- Customer surveys, e.g. Customer satisfaction rating (CSAT)
- Marketing email for collection of comments
- Percentage of customers who leave your business through the statistics of your website
End, analyze your data for information and improvements.
Customers are the soul of your business and if you can not keep them happy and faithful, it does not matter how good the marketing is, how many potential customers you receive or how well your salespeople gain new customers.
Without focusing on keeping your customers happy and constantly improving customer satisfaction, you will have trouble unnecessarily and your doors will close quickly.
Customer satisfaction may seem like an elusive term that is impossible to track or manage, however, There are several factors that dictate whether your customers are happy or not and a variety of measurement tools that consistently measure customer satisfaction in your business..
We believe we have convinced you why it is so Customer satisfaction is important and that we gave you the right ones supplies and tools and take your customer and business satisfaction to the next level! No;
Tell us about; Something is difficult for you; We are here to help you and will be very happy to contact with us.