- Treat your customers like they are your boss
Picture yourself as the boss… if your employee treated every customer the way they treated you, how good would the service be!
Here are some of the approaches I recommend businesses use:
- Thank all your customers for their business
- Go out your way to help customers
- Try to impress your customers as if you want a pay raise
- Think about your paycheck every time you talk to a customer
- Keep your promises and integrity
- Focus on measuring customer satisfaction
Did you know that 91% of your unhappy customers will never purchase services from you again? Measuring customer satisfaction can help you reduce the number of unhappy customers.
- Build customer loyalty to increase customer satisfaction
- Remember special occasions like birthdays
- Strive to empower and educate customers
- Invest in a self-service support channel
- Top level managers must lead from the front with customer service
- Talk to your customers, tap into what they want and deliver
- Avoid making these customer retention mistakes
No business is immune to unhappy customers. In fact, even companies with the best customer service in the world will still lose up to 9% of their customers to competitors.
The good news is you can do something to stop customers defecting. Here are three common customer retention mistakes that are killing your customer satisfaction
- You are ignoring customer feedback
- You are taking customer feedback to personally
- You are using long, boring customer feedback surveys
- Set customer expectations early
Setting expectations too high is a common mistake a lot of businesses (and salespeople) make when bringing on new business. How many times has your sales guy made ridiculous promises to push a deal over the line?
If you’re like most businesses, you’ve probably had the odd wild over promising salesperson
For those who still have these wild ones, my advice – get them in line! They are killing your customer satisfaction by setting expectations too high!
There’s no better feeling than as a customer to have your expectations exceeded.
- Learn how to survey your customers the right way
A customer feedback survey is the best way to find out how satisfied your customers are, find ways to improve your product or service, and identify customer advocates who really love your product.
- Email is the best channel to increase customer satisfaction
59% of B2B marketers believe email marketing is still the most effective channel in generating revenue
If it’s so good for marketers, why don’t we use it more to increase customer satisfaction?
That’s a good question, and I want to touch on three quick practical examples of companies who are using email to increase customer satisfaction.
- Tap into social media to track and monitor customer satisfaction so you can keep your customers happy
It costs a company $234 every time they lose a customer. Can you afford to not be monitoring and tracking customer satisfaction?
With your customers now using their mobile phones up to 150 times per day, it’s important to recognize that they will turn to social media to leave their customer complaints.
Your job is to make sure you use social media monitoring tools to keep track of positive and negative feedback, and resolve them accordingly.
In fact, social media provides a great opportunity to actually increase customer satisfaction.
Here’s how you can do just that:
- Use social media to monitor brand mentions and sentiment
- Use social media as a customer support channel
- Use social media to hold Q&A sessions with customers
Manager’s Office Marketing Dept