Happy customers doesn’t just deliver repeat customers it means creating raving fans who will promote your business for you. With the rise of social media this has never been more important. Each transaction is an opportunity to tap into hundreds of new customers and rocket your ROI or to alienate them.
4 Steps to Enhance Customer Satisfaction
How do you know if your customers are happy unless you have system for asking them and evaluating your performance? One of the most prominent methods used for measuring customer satisfaction today is the ‘Net Promoter’ score, a concept which has been adopted by Apple Retail, American Express and many others. This is based on asking customers how likely they will be to recommend your company to a friend or colleague on a scale of one to ten. This can be done at the register, over the phone, through email surveys or via pop ups on the web.
2. Accountability for Unhappy Customer Experiences
Step two is to make someone responsible for fixing unpleasant customer experiences. Using the above scoring system anyone replying with a 6 or below is not acceptable. Designate a manager to reach out, contact these individuals and make it right. Then you can bet that they will be on top of your other employees to ensure the same mistakes are not made again.
3. Learn & Share
Remember that this is also an opportunity to learn and replicate more of the good stuff. Publicly praise employees who helped to obtain great scores and share what it is they did that made such a great impression.
4. Empower Employees
Now you must strive to further empower your employees to deliver better customer service. This may be difficult at first but it will pay off many times. Better customer service means higher customer satisfaction ratings. The intrinsic benefits here mean more job satisfaction for employees, boosting productivity, profit margins and ultimately enabling you to attract and and retain the best talent. Don’t stop here though. Encourage your happy customers to share their experiences, especially via social media and through video testimonials or competitions. Empower them to become your raving fans and promoters, then reward them for it.