How To Improve Customer Satisfaction?

Published on:
Fri Apr 01 2022
Customer Experience

In today’s competitive marketplace, customers are the key to a successful business. New companies are springing up and customers have complete control over which brand they should choose, which is why achieving high customer satisfaction is becoming important for business success. It is essential for building a loyal customer base and being profitable.

Without satisfied customers, you will not have loyal customers and without customer loyalty, you will not have customers that stay long. When they have the opportunity, they will switch to your competitors or the next best choice. And because of all these reasons improving customer satisfaction is important.

Customer satisfaction refers to how pleased customers are with the products or services provided by your company. It can also be shown in how they rate your company and how they recommend it to their friends and family.

To improve your customer relationships, improving customer satisfaction is a crucial component of your business. It reflects how well you have managed to deliver a positive customer experience.

Customer satisfaction is important for retaining existing customers and attracting new ones. Customer satisfaction is a corporate aim and essential to success for every company.

According to studies, “Companies with a greater focus on customer satisfaction have 1.5x higher employee satisfaction, 1.6x higher brand awareness, and 1.9x higher order value”.

Customer satisfaction statistics may help your firm figure out what is working well with its products, services, and internal procedures, as well as what needs to be improved or changed entirely.

Here are some of the most effective techniques to improve customer satisfaction:-

1. Know your customers

Every company should focus on understanding customer psychology. You can expect immediate positive results when organizations follow a cyclical process of predicting, identifying, and addressing customer wants. For example, Sephora uses many offerings to better understand their customers to provide products that meet their needs. Based on customer purchasing history and preferences, Sephora's data create personalized profiles for each consumer. After that, AI sorts through the data to forecast what items customers require and displays them in a personalized "Recommended for You" section of the company's home page.

Sephora also uses data on how much customers have spent that year to predict their loyalty and then sends targeted rewards and marketing messages.

2. Customer feedback is important

Companies who value customer feedback, make customers loyal to your brand. It is important to understand customers’ perspectives in order to provide the best possible services.

Customer feedback helps in the identification of gaps between customers and enterprises. Customers appreciate it when their opinions are taken into consideration. The simple acknowledgment that a company is open to receiving input and acting on it can be a trigger for repeat business.

CSAT measurement might assist you to understand where you are today and where you need to improve. CSAT can be measured once you have gathered a number of customer satisfaction surveys.

For example, you can consider the following type of questions in your CSAT surveys to measure customer satisfaction:-

  • How well does our product or service meet your needs?
  • How likely are you to recommend our product to others?
  • Did you feel that our team resolved your query?
  • How likely are you to buy again from us?
  • How easy is it for you to navigate our website?

The best method to improve customer satisfaction is to collect customer feedback and act on it.

3. Provide omnichannel assistance

Simply said, “Be where your customers are” is what omnichannel customer service means. Businesses can use omnichannel support to streamline all discussions across all channels, such as text, social media, email, and instant messaging, and engage customers on their preferred channels, breaking down silos.

Omnichannel communication allows you to provide consistent support to your customers across all touchpoints, which not only creates a united brand experience but also increases your brand reputation.

How to provide omnichannel support to improve customer satisfaction?

  • Organize and manage all of your discussions on a single platform.
  • Reduce the average response time by connecting with customers in real-time.
  • A high first contact resolution (FCR) rate will improve customer satisfaction.
  • It assists in gaining useful insights about customer profiles through the analysis of their customer journey.
  • Businesses may gain credibility and confidence by providing a consistent experience across all platforms.

According to reports, “96% of customers say customer service is important in their choice of loyalty to a brand”.

4. Decrease wait time

Customer satisfaction suffers dramatically as a result of long wait times. It is the responsibility of the brand to plan for and hire a support team. You can not give customers excuses like excessive phone traffic or higher wait time due to the holiday season for example. You must anticipate such events and take appropriate precautions.

5. Personalize for customers

Customers willingly give you their data when they buy from you. Are you making the most of it? When was the last time you utilized it to tailor your marketing campaigns or send personalized birthday greetings?

Don’t just collect data and then sit on it. Personalize your interactions with customers to increase customer engagement, loyalty, and satisfaction.

If you are looking to measure and optimize customer experiences, then Dropthought can certainly help!

Dropthought is a user-friendly, omnichannel, and real-time customer experience management platform. We empower companies in different verticals to create delightful experiences for customers across their journey. Get detailed analysis and insights from data to exactly know what your customers think and what actions you need to take to delight them.

With a dedicated customer success team, we would ensure that you are optimizing your Customer Experience programs and strategies to create great experiences!

Learn more by simply clicking here.