Customer retention can be a big challenge no matter what size your business is. If your customers are satisfied they are more likely to purchase more from you, more often, and even recommend you to their friends. We have created a list of the top ways to improve customer satisfaction.
1. Support
If customers experience issues with your product or service and require help then it is important to have a support system in place to ensure satisfied customers. Hire staff for your support team who prioritises customer satisfaction. Multi channel support should be available as it stops customers from having to repeat information that they may have already provided to a different call centre agent which can affect their satisfaction. At Big Red Cloud we provide full telephone, email and live chat support.
2. Resources
Often if customers have queries or issues they will want these resolved with as little intervention from your team of employees as possible. By having multiple resources available on your website people can use it to see what they’re signing up for with your company, learn how to use your product or service, and find solutions to issues they’re having. Big Red Cloud has a knowledge centre which includes how to videos, FAQs, and guides. Most recently we have launched a free video training series which is a 5 part training series that covers the essentials of accounting. These all contribute to satisfying our customers by making it easier for them to locate or obtain the information they need thus answering their questions in a timely manner.
3. Customer feedback
Whether customers are giving you positive or negative feedback, both need to be listened to. Receiving positive feedback is always a plus but be sure to praise employees that are the reason for this feedback. It may be employees handling customer service well or your website developer for making the website user friendly. This will boost their morale and often result in better performance when dealing with future customer related issues as happy staff equals happy customers.
Negative feedback should be reviewed so that the business can identify what it needs to improve. If many customers have the same issue then prioritise finding a solution to this even if it may have a longer-term solution. For more on this topic we wrote a post on the strategies in handling customer complaints.
4. Social media
Social media is a great listening tool to see what is being said about your brand. As mentioned in a previous post, if people are responding negatively to your business and you reply to them quickly you may be able to change this view to a positive one by resolving the issue they’re having. Social media is also becoming a more popular channel to share reviews of companies so faster responses will improve customer satisfaction.
While there are many ways to improve customer satisfaction it is important to listen to your customers as it will influence your company decisions and direction. For further advice on customer service take a look at our guide.
