It is no secret that customer satisfaction is key to maintaining and expanding your market share. This is not only true to service-oriented businesses.
If you are in the consumer goods industry, you need to rev up your customer service along with product development. Here’s a list of ways you could increase customer satisfaction.
1. Be responsive — and do it quickly
You need people who will entertain customers’ queries and complaints at all times and in different platforms. Customers don’t want to receive template messages, so treat each person and situation as unique. Also, don’t wait up to 24 hours to respond.
2. Provide an overall quality experience
Aside from ensuring that the quality of the products is excellent, make sure that the transactions are hassle-free. If you need providers such as couriers and freight forwarders, make sure they are credible. Packaging is also important, so it’s better to purchase packaging equipment solutions of your own.
3. Use feedback forms and surveys
Treat these things as valuable materials that will help you know which areas of your business must be improved. Have customers rate each transaction, especially new ones. This will give you an indication of the trend of your sales.
4. Create a loyalty programme
Reward customers who have been loyal to your products and let them know that you appreciate them. They are valuable in keeping your business alive. These rewards don’t have to be grand; they only need to be well-thought-of.
5. Keep them updated and informed
Your customers must feel a connection with your brand. According to reports, customers are loyal to brands that they can trust and feel most connected to. Make them feel involved in your story. Send updates and newsletters to let them know what is up in your company.
Customers are dealing with hundreds of options daily. The best way to stand out is to keep them happy and satisfied.