Whether you’re a fresh start-up or a well-established business, everyone is looking to improve their customer satisfaction scores. These days, the customer has never been more discerning, harder to impress or easier to drive away, so you need to be able to grab your audience, drive them through the customer journey, and leave them with the feeling that you’re the person they want to come back to. Here are just a few quick and easy tips to get you there…
1. Train Your Staff
A better-trained workforce means more motivated employees. They feel positive and confident in their role, and you’ve shown that you’re interested in developing them and helping them to shape a career. As a result, they want to do well, they want to impress you, and they want to help the customer in any way they can. They’ll be more inclined to go above and beyond their role for the customer, and this positivity will be reflected in any customer feedback and any reviews they leave for you. After that, news travels fast!
2. Get on Social Media
Social media can be a powerful customer service tool, and research has shown that people are far more inclined to reach out to a company via social media than via telephone, email or any other method. Research your competitors accounts and try to figure out where your audience is the most active, then created a targeted marketing approach to it, using it as a vessel to talk about new products, company developments as well as sales and offers. When you receive complaints, queries and so on, leave all of them on your feed and respond to them quickly and efficiently – within one hour is a good time period. If you’re unable to do so, explain this. Other potential customers will be able to see your responses and gage how good you are at responding to issues, which creates a reputation for transparency.
3. Improve Delivery
Parcels that take months to arrive, incorrect delivery dates and damaged packages are problems for most consumers. A good way to improve satisfaction levels here, therefore, is to re-think your current delivery methods. If you’re relying on Royal Mail, consider hiring a reputable courier service. Or is it your slow warehouse deliveries that are the problem? Look at companies like Pallet Anywhere at www.palletanywhere.co.uk, who offer affordable pallet delivery across the UK and Ireland.
4. Give Something For Nothing
Finally, customers love feeling as though they’re being given something for nothing, and it helps to build a loyalty with them. There are several ways that you can go about this; use your various platforms to run competitions, and offer exclusive discounts to those who sign up to your newsletter. You could also run a separate blog offering advice pieces on your area of expertise. This will improve their view of you and they’re more likely to reach out to you with positive feedback.