IMPROVING & DELIVERING GREAT CUSTOMER SATISFACTION
In today’s market, customers are diversified and each has a different and unique need and wants from the rest. Each customer has a different level of satisfaction from the other and thus this calls for great customer satisfaction ways to be employed by organizations in order to keep their customers.
So what are some ways companies can drive customer satisfaction in today’s consumer-centric landscape?
1. Develop Customer Service Communities
The most advanced companies are using customer service communities to generate product ideas and test new products. Seventy-two percent of respondents are using communities to get feedback on how existing products are used; 67 percent use them to collect ideas for new products or features from customers; and 46 percent rely on them for feedback on prototypes or beta products.
2. Treat Customers Like You Would Want to Be Treated
A good way to instill this attitude among your staff is to do some simple role play in which they act out a few scenarios that involve both easy-going and difficult customers. Observe how they handle the situation and coach them on areas to improve.
3. Provide Multi Channel Support
With newer communications channels such as social, mobile, web chat, and email becoming increasingly important to customers, companies must develop an omnichannel approach to their customer service in order to connect with customers on the channels they prefer to use. Multichannel support not only offers customers a seamless transition between channels; it also prevents them from having to repeat information they may have already provided to different call center agents.
4. Make Employee Satisfaction a Priority
Simply put, when your employees are happy, they can provide better customer service. Studies have proven that employees often perform better at the jobs when they feel appreciated.
5. Encourage Agents to Take Ownership of Problems
Encourage operators to take ownership of problems and spend time dealing with the customer, rather than escalating or passing over the problem. This gives advisors a real sense of pride in their job and means they are taking their own action and really shows excellent customer service.
6. Turn Customer Survey Data into Action
Good data reflects the experiences your customers actually have with your company. Furthermore, good data equips your company to take action. The key is to develop a satisfaction survey that probes truthfully into the heart of your gaps and opportunities.
7. Figure Out What the Customer Really Wants
Figure out what the customer really wants, if you can solve the problem they will pay; the value is often not in the discount you can offer but rather in the solution you can provide.
8. Focus on Company Culture
The best companies put a focus on culture. They implement training programs around their cultural values to ensure everyone shares the same values and that they are consistently demonstrated when dealing with customers.
9. Stay Current on Customer Reviews
In a world that is heavily dependent on the internet, consumers are quick to hop online and share how they feel about a product or service. Take the time to log onto the internet and observe what people are saying about your business.
Customer satisfaction is an important metric for companies as it provides an insight into things like customer loyalty, likelihood of churn, and also helps identify issues with the product or service.
While there’s no one solution for improving customer satisfaction levels, the key is to develop a customer-centric mindset that will help inform decisions and company direction.
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