Reports suggest that by 2020, customer service will be far more important than price and product and will be the key differentiator between competitive brands in the future.
As high as 86% customers are willing to pay more for a better customer experience. And, 91% will leave a business when they are not happy.
It’s true that behind every successful business, there are happy customers. As a small business owner, you have to make sure your customers receive quality service and are being valued. Going an extra mile for customers can help your business grow much faster.
Retaining old customers and continually looking for new customers is not easy. Here are few practical suggestions to improve customer satisfaction:
Time = Happy
Timeliness is a crucial factor in making your customers happy. When you meet deadlines, your customers feel valued, trust your business, and find your service reliable. Customers shouldn’t have to wait – especially not longer than the original deadline.
Address Customer’s Concerns & Requirements Immediately
When customers complain, it highlights their concern about your product, service, or internal process. It is necessary that you quickly address their issues.
Feedback is also a great opportunity to understand and improve your products and services. Always listen carefully to what they have to say. When customers feel their concerns are being acknowledged, they will develop a relationship.
Further, if a situation requires you to apologize, do so and promise to resolve the issue with necessary changes.
Create Reward Programs for Loyal Customers
Repeat customers have a higher lifetime value. This means you can expect a high return on investment from them.
Nothing feels as good when first-time buyers become your repeat customers – so start a customer loyalty program. They’ll feel appreciated and tell their friends.
Offer rewards, coupons, free merchandise, or gifts to customers who regularly purchase from your brand. Make them feel special. Your business will not just enjoy better retention rate but will acquire more customer referrals.
Nurture Customer Relationship – Send Personalized Letters or Emails
A recent study from Experian showed that personalized emails had 29 percent higher open rates and 41 percent higher click rates than emails without any personalization.
As a small business owner, no customer can be ignored. Send personalized letters or emails on important occasions like birthdays, anniversaries or holidays. Ensure that you get proper approval from your customers before you write to them.
Keep Customers Up-to-Date with New Business Developments
When you change your business hours, contact number, your business location, or brand, make sure you inform your customer base. They will feel valued and appreciated. It pushes them to be more engaged with your brand and business.
Keeping customers happy will naturally spread the word about your business. Word of mouth is much more powerful than any other marketing strategy and can spontaneously initiate growth.