Every business owner wants to believe that their business provides exceptional customer service. The profitability of repeat business is undeniable. Poor customer service, on the other hand, greatly impacts the profitability of your business.
Jerry Redding, Director of Product Development and Delivery of the CFI Group, a global leader in providing customer feedback states, “In these days of ‘Social Customers’, the impact of a single bad customer experience can be felt much further, as that single customer will often complain about your company on Twitter, Facebook, and other social media sites, which spread the impact much further, much faster than ever before.”
Whether you sell a product, service, or experience, your ultimate goal must be to provide great customer service! Before we get to the 1-2-3 of customer satisfaction, you must do a little preliminary research. This is important because every business is different and your clients have unique needs.
To improve your overall customer satisfaction, you must first work through these three important steps:
- Ask your clients what good customer service looks like.
- Study the complaints your business receives.
- Call into your business as a customer (think of the TV show Undercover Boss).
Once you have completed this preliminary research, you can begin to implement these three easy steps to improving customer satisfaction.
The 1-2-3 of Customer Satisfaction
There are, of course, countless ways to improve customer loyalty and satisfaction. At LUXA Enterprises, we have found that the following steps can often be implemented immediately and provide incredible results!
1. Improve the Customer’s Experience With Your Company
Think through every aspect of a customer’s experience. Their experience starts with the first contact, oftentimes your receptionist. Have you ever called a company to hear, “We are having a great day at the Smith Company! This is Kelly. How can I help you?” A positive first contact really does make a difference.
Examine everyday customer interactions. Listen to the customer, repeat their concern, and confirm actions or solutions to their problem. Ask your customers for regular feedback. Respond more quickly to emails or missed phone calls.
Keep in touch with your customers! While it is always important to say ‘Thank You’, you may also consider sending a note of appreciation once in a while.
2. Under Promise, Over Deliver
Make sure that you establish expectations of service levels and customer satisfaction! However, you must work to meet these expectations consistently with every customer interaction. Strive to not only meet your published expectations but over-deliver in the realm of customer service.
3. Employee Satisfaction & Customer Satisfaction Intersect
Did you know that the overall satisfaction of your employees directly impacts your customer satisfaction? Employees must be trained to perform their job with excellence. They must be driven by loyalty for the company and enthusiasm from their employer!
When these things fall into place, it creates a culture that encourages employee involvement in decisions and investment into the company. In turn, these employees are more invested in providing an exceptional customer experience!
LUXA Enterprises specializes in HR services, outsource accounting, bookkeeping, and payroll services. We match up with ideal candidates for services by allowing small to midsize businesses to increase focus on their growth through outsourcing. If you want to know how we can help you, contact us today!