6 Best Ways to Keep a Customer Happy
According to Forest Research, it costs five times more to find a new customer than to retain a current customers. Sometimes, small changes have a big impact on how customers perceive the quality of your service and make the difference between loyalty and high churn rates.
How to create the ultimate customer experience
When you hear the words “customer experience,” what comes to mind? Is it a friendly customer service rep? Is it an easy-to-navigate website? Or how about free shipping or returns?
The most dominant force for a business used to be offering the customer what he or she needed. It was all about finding a pain point and creating the right solution. And that was enough to grow a business. People would even forgive a subpar experience as long as the end result was what they wanted. Because no one else was offering that product or service, the experience took a backseat to the solution.
Keeping customers happy has changed in the last 20 years: As technology kept improving, markets grew increasingly saturated. There were tons of businesses doing the same thing. Online retail shopping blew up. Online grocers were putting a strain on brick-and-mortar markets.
Hundreds of companies even started delivering meal kits right to your doorstep. It was no longer enough to have the right solution, or even the right solution with the right interface. The businesses who succeeded were the ones that understood how to keep customers satisfied in this new environment.
So how did certain companies stand out? Why did some businesses rise to the top while others folded and crumbled? Two words: customer experience. But before we go into more detail about creating a great customer experience, let’s look at the six best ways to keep your customers happy.
How to keep your customers happy
Customer Happy ## 1. Listen to them
Listening to customers isn’t just hearing about their problems. It’s not picking up the phone or answering the ringing bell at your service desk.
Listening to customers is about connecting with them. It involves paying close attention to their needs and understanding how you can help them achieve their goals.
If you aren’t asking your customers for continual feedback, you’re not capitalizing on all the ways you can keep them satisfied. Ask them questions either personally, through your customer service reps or via digital communication and deeply listen to the answers.
If you do this, you’ll often hear exactly how to keep customers satisfied from those who know best.
Customer Happy ## 2. Know your industry better than anyone
Keeping customers happy revolves around being the authority in your industry. For your business to stand out in a crowded world, you need to be able to answer questions thoroughly and provide the best solutions to those you serve.
Customer Happy## 3. Reward loyal customers
Every good entrepreneur knows that keeping customers happy is more important than constantly gaining new ones. Reward loyalty with discounts, free products, extra services or other bonuses that show you appreciate them and that will keep them singing your praises.
There’s a lot of data to support the value of cultivating customer loyalty:
- Loyal customers convert and spend with brands they like more often.
- Loyal customers spend more than others.
- Loyal customers tell their family and friends about positive experiences.
- In the U.S., 40% of online shopping revenue comes from repeat customers, who make up only 8% of site visitors.
4. Create ongoing, engaging content
You need to keep talking to your customers – and you can’t always do that in person. An engaging content strategy through blogging, emails and social media will help you remain relevant and keep your customers informed.
5. Be Transparent
Do you want to know how to keep customers satisfied? Be honest with them. Tell them how changes in the economy are affecting your business, share your struggles and let them celebrate with you as you grow. This makes them feel like part of the team and increases loyalty.
Four key benefits of transparency in business
- Transparency breeds trust.
- Transparency helps with innovation as a company grows
- Transparency leads to greater justice
- You open yourself up to more feedback
Customer Happy## 6. Respond promptly to feedback
No matter how good your products or services are, there will inevitably be feedback from your customers. Keeping customers happy is not about never having complaints – it’s about responding to them promptly when they happen.
State clearly what you do, how you deliver your services, and what customers can expect from you. Customer loyalty increases also based on how mistakes are being handled.
Once your team is aware of a problem, contact the customer directly to find out what went wrong and do your best to make it right. This keeps your clients happy and allows you to turn potential problems into opportunities.
What is customer experience?
Think about the companies you love doing business with. What are they? And what do you enjoy about them?
If I were to ask you the last time you had a really great experience as a customer, it probably wouldn’t take you long to come up with the story of how the lasting impression of the experience made you happy and satisfied.
Customer experience is of critical importance to the sustained growth of a business. It’s important to ensure a positive customer experience so customers build brand loyalty and affinity, evangelize your product or service and refer their friends, and leave you positive customer reviews that will help your business retain revenue and earn new customers.
Customer service isn’t just about the product or service, it’s about treating customers like they are the top priority. That is why companies that are putting a premium on convenience and consistency are winning. Look at Venmo, for example. Venmo is in the same market as Paypal, doing the exact same thing, but Venmo has captured a substantial part of Paypal’s market by making it easier for the customer.
A new level of expectations
While you might be surprised at how much people expect these days, this is simply where they are at. This is the new reality of today’s consumer-focused world. It’s all about the customer experience, from start to finish, and keeping customers happy means exceeding these expectations.
People don’t want to call customer service to get information or to complete tasks that should be intuitive on the website. On the contrary, people see automation as a sign of sophistication, and that reflects well on your brand.
People feel like they are being hassled if they have to pick up the phone and call. But if they do have to call a representative, then it must be the most enjoyable experience possible. No waiting times. Friendly service. Easy fixes. That’s how to keep customers satisfied.
Find the authentic voice of your client. Do not base your quality of customer experience on whether or not you provided a solution. Go out and actually ask your customers how they felt – use a survey, send direct emails, ask for feedback. What were their frustrations? What were their dislikes?
Each of these negative answers is an opportunity for you to innovate. If your fear of the answers you might hear causes you to tune out – or never ask to begin with – then you will never really grow. Look for what makes you uncomfortable.
Remember, weaknesses can be your biggest opportunities for growth, innovation and connection with the customer. You want to create a business that has thoroughly considered each and every one of their customers’ needs.
Did I Miss Anything?
Now i’d like to hear from you:
Which strategy from today’s post are you going to try first?
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