Happy customers are the lifeblood of any successful business. From global corporations to SMBs, consumer satisfaction is absolutely pivotal – yet many business owners fail to give it the attention it deserves. The truth is, good customer service is not just a matter of budget and resources; it’s a way of thinking, and should be at the heart of everything you do. Every company has the power to make their customers happy, starting with these four simple strategies.
Keep your promises
Trust is everything when it comes to your customers, and nothing destroys it faster than a broken promise. This is the golden rule in business, and something that all successful brands have in common: if you say you’re going to do something, make sure you do. Whether it’s next-day delivery or resolving a complaint, stay true to your word at all costs. The key is to be both realistic and consistent. Keeping your promises not only makes your customers happy; it is absolutely crucial to building a positive brand image.
Go the extra mile
Today’s consumers do not want mediocre, so make it your mission to offer something more. Ultimately, you need to provide as many reasons as possible to choose you over the competition. It’s all about creating a smooth customer experience, and the smallest gestures can make all the difference – from free returns to a speedy call-back policy. For example, take inspiration from companies like Eve. Eve is a mattress company that offers free delivery and a generous 100 nights’ trial. By looking at the consumer instead of the company, they have turned the saga of buying a mattress into a more customer-friendly experience. In fact, this competitive convenience factor gains just as much attention in the product reviews as the mattress itself. When you go the extra mile, your customers feel valued – which is absolutely key for repeat business.
Feedback is one of your most powerful tools, so seek and use it at every opportunity. After all, who better to tell you what your customers want than your customers themselves? There are many different ways to gather feedback, be it through surveys, star ratings or a “how did we do?” email. At the same time, it’s worth keeping an eye on social media to see what customers are saying about your brand. Feedback highlights your strengths and weaknesses from a consumer perspective, giving you the chance to make changes before it’s too late.
Good businesses are there for their customers. With more ways to connect than ever before, there is no excuse for being unavailable. Good customer service is all about communication, and this boils down to two things: making it easy for customers to get in touch, but also responding in a timely manner. Provide a few options when it comes to contact – including a phone number and email address at the very least. You can also offer customer support via social media. The quicker you resolve a customer query, the happier the customer will be – it’s as simple as that.
Consumer happiness affects every aspect of your business – from brand image to your bottom line. In today’s competitive market, unhappy customers will simply go elsewhere, so putting the customer first is more crucial than ever. For more inspiration, check out these customer service quotes.