5 Quick Ways To Improve Customer Satisfaction

customer-satisfaction

Your business’ success depends on customer satisfaction.

If you have unhappy customers, you will lose sales and clients, and end up with a bad reputation, all of which will negatively impact your business. Businesses understand the repercussions of this, which is why they do their utmost to prevent this from happening and take all measures to ensure happy customers. The possibilities for increasing customer satisfaction are numerous, and the digitalization of processes is actually simplifying them. Continue reading if this is something you’re interested in. Our goal in this blog post is to provide you with five quick ways to improve customer satisfaction.

Let’s get right to it.

What is customer satisfaction?

The concept of customer satisfaction refers to the degree of satisfaction customers have with the products, services, and capabilities of your company.

Why is customer satisfaction important?

customer-satisfaction

Customer satisfaction is one of the most important aspects of any business, regardless of its size.

A satisfied customer can bring many benefits to your business. The following are some of the most relevant ones.

1. Increase in sales

One of the main advantages of satisfied customers is the increase in sales. A happy customer, for instance, who receives exceptional support will be more likely to make a purchase from your business. Profits will therefore rise significantly.

2. Loyal clients

Clients who are happy are more likely to return again and again, thus becoming loyal clients. Having loyal clients means you will experience consistent sales periodically, allowing your business to grow. 

3. Better brand reputation

The clients who are satisfied with the products and services you provide and the services your business has provided are likely to leave positive reviews. Positive customer reviews are a powerful tool for influencing future purchases from other clients and improving the reputation of your business.

4. Free advertising

Customers who are highly likely to become loyal customers will serve as brand ambassadors. They will more likely spread positive words about your business, product, and services to their friends, relatives, and so on, or also on social media. This means you will get free advertising, which means more clients and sales.

How to measure customer satisfaction

There are multiple ways through which you can measure the satisfaction of your customers. Listed below are a few of the most reliable methods.

  • Conduct surveys

Conducting surveys is a good way to determine if there is anything wrong with your business or if you can improve your service or product in any way. These tools will allow you to ask questions to clients and potential customers and receive insightful answers. By analyzing these, you can identify the pain points in your business and take steps to improve the experience for your customers.

There is now a wide variety of survey templates available on the web. You can learn more about how to use survey templates if you’re interested.

  • Read reviews and comments on social media

Examining all reviews and comments under your social media posts is another effective way to measure customer satisfaction. Critical reviews and negative comments are all red flags that indicate that something is wrong with your product, service, or business.

Even so, you can also use negative reviews as a tool for improvement. Indeed, many bad or neutral reviews contain suggestions for improvement. If you respond to bad signals about features of your product, aspects of your service, or aspects of your business, you’ll improve customer satisfaction.

  • Analyze information from live chat and support service

In websites and apps, live chats and tickets can be a rich source of information. As part of the conversation, you can either analyze the most common requests, issues, and doubts of the client, or you can provide the client with a quick survey or review.

By taking these actions, you will be able to gain insight into how your support service is working and the level of satisfaction your customers are experiencing. 

  • Calculate and analyze KPIs for customer satisfaction

By calculating and analyzing some specific and useful KPIs, you can be more specific about the satisfaction level of your customers. The following are some of the most relevant and representative KPIs.

  • Churn rate

Churn rate refers to the percentage of clients you lose over time. A high percentage indicates poor customer retention. Although this percentage may not exactly tell you what’s going on in your business, it can be a great indication that something is amiss.

Dividing the number of customers you lost last quarter by the number you started with last quarter gives you the customer loss percentage.

  • Return customer rate

The return customer rate indicates the percentage of customers who make a second purchase from you. The higher this rate is, the better it is and indicates a higher level of customer satisfaction.

Return customers / total customers x 100

  • Net Promoter Score (NPS)

NPS measures how loyal your customers are. The Net Promoter Score measures a customer’s willingness to tell their family, friends, and colleagues about your brand’s products or services. The score is determined by analyzing the answers to all surveys you conducted.

  • Customer satisfaction score (CSAT)

The CSAT score indicates the percentage of customers who are satisfied with the company’s products or services. The CSAT score is expressed as a percentage. 100 percent would be great; 0 percent would be lousy.

This score can easily be calculated by providing clients and other people who interact with your business with a one-question survey that specifically asks them to rate their satisfaction with your products or services.

5 quick ways to improve customer satisfaction

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There are a number of ways through which you can increase customer satisfaction. Listed below are a few of the most effective ones.

  • Provide an omnichannel experience

The social media revolution has made it possible for businesses to promote their products and services across multiple social media channels and other platforms, and they should be able to provide the same level of support and experience to their clientele across these platforms as well. In addition, by exhibiting professionalism and competence on every channel, you will improve the satisfaction of your customers.

  • Offer money-back guarantee and free returns

Money-back guarantees and free returns will certainly increase sales and improve customer satisfaction. For instance, in the case of selling clothes, not offering returns or making people pay a price will discourage sales, since most people will not be sure if the clothes they choose will fit them.

Rather, clients who are able to order and change products and request a refund if the products do not meet expectations will be more likely to make purchases.

  • Pay attention to all reviews

As mentioned previously, reviews are opinions and tell about the experience your customers had using your product or service. When these are negative or neither exceptional, potential customers will be discouraged from buying from you, and they’ll most likely buy from someone else. On the other hand, positive reviews will make new customers want to buy from you. This explains why it is important to read all the reviews and pay attention to them. In many cases, they include suggestions for improvements or describe bad experiences with the product or service you offer.

Identifying all the bad aspects of your business and addressing them will keep you from losing customers, and you can improve your product and offer a better customer experience.

  • Provide exceptional customer support

Customer support refers to the service you provide when a client or potential customer contacts you about a problem with a purchase, product choice, or with their experience with your service or product.

In today’s world, customers are highly discerning when it comes to customer support services; they expect them to be fast and provide effective solutions. If your business fails to provide this service efficiently, it may result in bad reviews and unhappy customers. 

Therefore, you should invest in providing efficient support in any way you can. In order to achieve this goal, it is recommended that you create extensive FAQ pages, incorporate Live chats and chatbots, and make sure that it is available 24/7.

  • Offer loyal programs 

At some point in their journey, returning clients feel the need to be recognized as such and to be rewarded for their loyalty and their efforts. This explains why more and more organizations are adopting and implementing loyalty programs. With these programs, loyalty customers can receive specific rewards depending on how much they spend or how many times they order.

The presence of loyalty programs makes loyal clients feel appreciated and special, which strengthens the relationship between your brand and them, building brand loyalty

Conclusions on Customer Satisfaction 

customer-satisfaction

The key to business success is customer satisfaction. Increased sales, loyalty, improved brand reputation, and a good reputation go hand in hand with happy customers. Today, there are many ways through which a business can improve customer satisfaction, including excellent support service and loyalty programs. Putting into practice some of the strategies listed in this article will ensure that your business has higher levels of customer satisfaction. I appreciate you taking the time to read this article. Hope it was helpful and informative for you. If you’d like to know more about this topic, check out this blog post on five easy steps to create a killer customer success plan.

Author:

Flavia Silipo is a skilled SEO copywriter and digital marketing specialist with over two years of experience. You can find her on LinkedIn.

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.

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 atreyee.c@gmail.com for any content writing/marketing requirements.