Customer satisfaction and experience is a critical part of your day-to-day business operations and could be what makes or breaks your bottom line. Over the course of the past couple of years, customer loyalty to businesses they have been with for years has been dropping due to poor customer relations. Making sure that your company doesn’t get affected by these numbers is imperative. You need to take the time to look at every customer situation and complaint to make sure they don’t feel like a number. It only takes something as simple as a bad review on social media for company ratings to drop substantially. Here are some simple tips to help you manage customer communication.
Ignoring what you to believe to be rude, unfair, judgmental and nasty reviews could be enticing. You might feel that if you respond to them, you’re only fuelling the fire; but that’s not the case. In most scenarios, consumers want to get heard. They want to feel like you care about their issues as much as they do, and they act out because the customers haven’t received the attention they should. Adverse scenarios can get rectified and turn around by approaching the problem from the point of concern. Sometimes, all it takes is a little effort to show that you care about solving their issue, and you’ve retained a customer.
Reply in a Timely Fashion
Customers understand that businesses are busy and have other people that they need to tend to, but replying to consumer inquiries is as important as following up with complaints. Try setting a maximum response time of 24 hours (depending on the day of the week) and create a system that keeps your company on top of customer service.
Set Up Communication Channels
Implementing an online platform for your business to interact with customers is a great way to enhance communication. Social media platforms and even online review websites are some of the best ways for you to see what’s happening with your customers, what their experiences are, all while allowing you to interact with them at the same time.
Now that you have a couple of tips, you can apply them to your customer satisfaction and try sending out surveys to see how your consumers feel about the changes that you’ve made. Another great idea is to ask them what else they’d like to see as part of your customer relations program. Remember, the happier your customers, the happier your business.
What suggestions do you have for businesses looking to improve their customer satisfaction?