5 Ways to Transform Dissatisfied Customers Into Priceless Assets

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No matter how trained and honest your customer service reps are, there are instances where some customers may feel dissatisfied with your product or services. No matter the cause of the dissatisfaction, you have to take steps to remedy the situation to gain the loyalty of the clients who feel dissatisfied. The process of doing this may not be easy and, to some extent, embarrassing, but remember that one dissatisfied client can bring your company down.

Here are the five steps you can take to transform dissatisfied customers into priceless assets.

1. Build a Strong Reputation

When one of your customers is unhappy with your service, the first step is to find out the cause and extent of the dissatisfaction through a DSAT analysis. Once you get your facts right, invite the offended clients for a one-on-one discussion. If they can’t come physically, you can organize a phone conversation.

Tell them how sorry you are and the steps you have taken to remedy the situation. You can offer to replace the product or offer the service without charging them. When they agree to come for the product or service, let them get the best. This will instantly convert them into your loyal customers.

2. Listen to the Customers

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Dismissing a disgruntled client or failing to hear their side of the story can hurt your business. The customers will get more outraged and frustrated. Offering a listening ear to your clients makes them feel valued and respected. Sitting an angry client down and listening to them gives them a sense of satisfaction.

Remember that an unhappy client is always very honest. They’ll tell you everything they feel about your company and products. So don’t stop at listening. Let them know the steps you plan to take to prevent the recurrence of whatever they experienced.

3. Damage Control

Today, people have access to several communication channels. Once a customer is dissatisfied, they can instantly post the incident on social media sites like Facebook or Twitter. And within no time, hundreds, if not thousands of people, will be sharing and discussing the issue. This can hurt your company’s reputation. When faced with such a situation, make sure you take damage control measures.
Have your customer representatives respond to the sentiments expressed on social media professionally and, if possible, explain the situation and offer apologies. You can also publish an official statement about the incident and the remedial measures taken on your company’s website. Try as much as possible to protect your company from negative comments.

4. Seize the Opportunity for Improvement

You and your employees should learn from unhappy customers. Once you listen to them, try to improve on the areas they mention. If it’s about customer service, you can invite an expert to train your team. If it’s about the product, make sure the customers’ suggestions are incorporated into your future production.

Once you make the changes, let the angry customers know what you’ve done.

5. Do Everything Possible to Please Angry Customers

Whatever happens, don’t let a customer leave your premises when they are still unhappy. Try as much as you can to make the customer feel special, even if it means giving them more than they asked for. By going above and beyond what they expected, you can win them back.

Let them know how much you value and respect them before they leave your premises.

Conclusion 

Converting an unsatisfied customer into a company asset can positively impact your business. Some customers may indeed overreact, but it’s upon you to cool things down and let the customer feel like they’ve won. When you handle an angry customer well until they agree to work with you again, you will have found a loyal partner

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UX Design Tips & Services For Startups

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User experience is one of the most critical parts of your success mantra. We have some UX design tips that can help.

No matter what industry you are operating in, what your goals are, cost optimization, conversions, traffic, or lead generation, user experience lies at the heart of it.

The problem?

User experience is a dynamic landscape that changes rapidly. What worked yesterday might not give you results that you were expecting to see.

But fret not. You have help.

In this blog post, we give you 11 tips to ensure your user experience design is on point in 2022 Why is UX Important For Business?

5 UX design tips for startups in 2022

Every successful user experience design runs on a single Northstar metric, conversions. This means the better you can convert your target audience into customers, paid or free no matter what, you create an opportunity of building a relationship. But if you have to know in depth, here is a user experience design guide that can help you with it.

The following section details about. Each of the tips ensures that you move one step forward towards achieving this core goal for your startup.

1.   Know your audience

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At the core of user experience design lies the target audience. After all, it is them for whom you are really building anything.

In order to design an experience that can hook your target audience to the product, you need to dive deep into the lives of your audience.

Start with empathizing with your target audience. Understand their lives in full. Research the demographics, psychographics of the profiles. Do a comprehensive situational analysis. Using an audience persona is often a helpful tool in such a scenario. But this is just the beginning.

You need to use this rich insight into action.

Develop versions of designs and content on the basis of your research to meet your audience’s expectations. However, it is practically impossible to get it right at first shot. Thus, developing a mindset of reiteration is a great way to ensure success in the long term.

2.   Create familiarity

If you want to create a viral product based on experience, the first thing that you would want to do is ensure that you create familiarity around it.

If your product is not pre-cognitive and user-friendly chances are it will fall flat on its goals. Agreed, there are some products that have some innate complexity around them. But your goal must always be to create simple yet functional and aesthetically-pleasing products.

One scalable strategy to do this is to ensure you have a consistent design across all your communication channels. It lowers down the friction and creates a sense of authenticity and trust around your brand. What follows is the higher engagement of users with your product.

3.   Understand accessibility

Accessibility is one of the most critical elements that a designer needs to think about. No matter how functional or beautiful your designs are, if they cannot be accessed by all your users in real-time, they are as good as non-existent.

Thus, ensuring that you build your products keeping maximum of the landscape of usage of your target audience can ensure your product gets noticed and used at its peak. Basically, it buys you the opportunity for brand-customer interactions.

There is a popular motto in the design community to do this right – “design for all”.

There are a lot of elements that you can consider. Is any significant chunk of your audience physically handicapped? If not, maybe they cannot use their complete abilities in the landscape of interaction. Do they interact during the night or morning? How is their average mood during that time of the day when they interact with your product the most?

You can always brainstorm and find answers to questions that can help you develop a rich experience.

4.  Create a logical content flow

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One of the core areas where your UX (user experience) can go wrong is the alignment of your content. If you cannot ensure to map your content according to the real-time need of your audience, chances are it will fail to meet your goals. Finding an agency that will help map your content properly while keeping user experience design in mind doesn’t have to be hard, if you do your research properly.

The worst part is your conversions are bound to drop at significant levels.

This makes information architecture an incredibly critical area for user experience. But creating a smooth and efficient content experience is more than just planning your site map.

There are multiple factors involved here. You can start with ensuring the content hierarchy has a logical flow in it. This means you can divide each section of your pages and content on the basis of a single fundamental criterion. This can be anything starting from functionality to most visited sites and more. But whatever you choose, stay consistent with these central criteria. Else, you would just end up confusing your online consumers.

These broad categories then are drilled deeper into specialized sections for information, transaction, engagement, and others. You can even cluster pages on the basis of topics and sub-topics. It gives a significant boost to your rankings.

The next critical element that you should look out for is the navigation system. Ensure that you out the navigation elements at the most accessible spots of your webpage. This means, your users must be able to take action on your pages with the least work to be done possible.

Again, while you are designing the experience for your target audience, context shall never leave your mind. Remember, quality content might be the most important factor but it is the context that helps to win the experience game.

No matter how irresistible your offers are, if your audience is still in the decision-making stage mentally, your communications will fall flat. Chances are you can even get bogged down due to misanalysis of the situation.

5.  Focus on building trust as you employ UX design tips

Although it is engagement that truly builds a raving community of users, trust is what truly ticks it. Unsure how?

Let’s demystify that for you.

Let’s assume that you create an incredibly engaging website experience for your target audience. Play by the book, customize everything that your dominant customer base wants, put interactive elements, develop unique content. Yet you notice there is very little engagement for your product. Does the situation overwhelm you?

If it does, then you might want to check if you have ever created any transparency about who you are as an organization in front of your users.

The internet is a noisy place where security is still vulnerable. With today’s modern consumers being hyper-sensitive about their data and privacy, it is natural for your audience to have second thoughts about your organization.

This is the reason why putting up your organization’s information in the most transparent and simple way possible is so critical. Ever noticed, why do all reputed brands have an about page irrespective of their colossal brand awareness in the market? It builds legitimacy and authenticity.

You should share the data collection policy of your website with your audience. This way you would abide by the global data regulations and keep inside the radar of good books of your audience.

Conclusion on UX design tips

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The above tips are sure to give you a foundation to start your user experience in the right direction. Yet, if you have to ensure sustainable success, reiterating on the basis of your customer feedback is critical.

You can use endless standard practices to deploy. But ultimately, it depends upon how well you can assess which practices align with your unique audience.

Do this right and you will witness your UX design venture transform into a grand success even before you know it.

Author bio

Atreyee Chowdhury works full-time as an Instructional Designer and is passionate about writing. She has helped many small and medium-scale businesses achieve their content marketing goals with her carefully crafted and compelling content. She lives in Bangalore, India with her husband and parents. She loves to read, experiment with different cuisines, travel, and explore the latest content marketing and L&D trends in her free time. You can reach her on Linkedin or write to her at [email protected] for any content writing/marketing requirements.

 

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