25 surefire ways to improve customer satisfaction
According to a report by the American Customer Satisfaction Index (ACSI®), customer satisfaction in the US. uu. it fell to a score of 73.2 out of 100 in early 2022, its lowest point in 17 years. this continues a sharp decline that began in 2019, after roughly a decade of stagnant customer satisfaction and economic growth.
While these numbers are still on the decline, the good news is that the drop in customer satisfaction in Q1 2022 was a decrease of just 0.1 from Q4 2021, so it’s possible that the rate of decline is slowing. however, companies face a significant arduous road to satisfy today’s savvy consumers in times of economic uncertainty.
Reading: Review how to improve customer care solution list
what is the importance of customer satisfaction?
Customer satisfaction is an important business performance metric for businesses, as it provides insight into things like customer loyalty, likelihood of churn, and also helps identify issues with the product or service. companies that provide a high level of customer satisfaction can also use it to differentiate themselves from their competitors.
The importance of customer satisfaction was highlighted in an accenture study, which showed that 83% of customers said that a company that provided better customer service would have affected their decision to switch providers. Additionally, PWC found that 32% of customers would stop doing business with a company after just one bad experience, and NewVoiceMedia reports that 42% of those surveyed said they actually left a business because of poor customer service. deficient. By increasing the level of customer satisfaction, you can reduce customer churn rates at your business.
similarly, a high level of customer satisfaction reduces negative word of mouth. the cfi group found that 36% of customers will tell others about their customer service experience, good or bad. and according to measurement and customer service consultancy (ccmc), “anger is shared like never before with friends and neighbors. 17% seek to increase public awareness of their experience, dissatisfied whistleblowers tell twice as many people about their negative experience than satisfied customers.”
something that companies that provide poor customer service sometimes overlook is the collateral damage caused by dissatisfied customers. It’s bad enough to lose business because you provided a poor level of service to one customer, but what about losing 15 more customers as a result? Customer satisfaction can have a huge impact on your business and proper care must be taken.
You should also remember that acquiring new customers is much more expensive than keeping existing customers. misallocating resources and overlooking customer happiness while looking for new business opportunities is a common mistake that should be avoided.
How do you define customer satisfaction?
There are a number of definitions of customer satisfaction out there, but they all center around the same thing: how well a company’s product or service lives up to customer expectations. Companies focus a lot on customer satisfaction because it can have a huge impact on revenue: the higher the level of customer satisfaction, the more likely customers are to stay customers. Additionally, a high level of customer satisfaction increases the likelihood of generating revenue from customer referrals and helps you build your brand.
many call centers use customer satisfaction surveys at the end of calls. Customers are asked to complete a quick survey after each call and rate the level of service they received and understand how the customer feels about your business. Customer satisfaction surveys help companies discover problems with their service in a timely manner. they also provide visibility into the performance of each member of your team.
If your call center uses customer satisfaction surveys, it’s important that you put the data you collect into action. If agents consistently score low on surveys, training sessions should be organized to identify and eradicate behaviors that lead to negative customer sentiment.
what is customer satisfaction?
Though similar, customer satisfaction differs from customer satisfaction, but it’s just as important to consider in your overall strategy. A client is a type of customer who purchases professional services from a business, such as accounting, real estate, or legal services.
what makes a great customer experience?
There are many factors that affect the customer experience at every touch point along the customer journey. So what is it that makes a great customer experience? The truth is, what makes a great customer experience for your customers can look very different than what makes a great customer experience for another company’s customers. That’s why it’s crucial to get deep insights into your customers’ behaviors, preferences, and sentiments. You need to understand where your customers are interacting with your brand and how they feel about those interactions at each touch point.
However, traditional ways of evaluating customer experience fall short. Customer satisfaction surveys and manual reviews of recorded calls cover only 1-3% of customer interactions, so they don’t tell the whole picture. That leaves you at a loss for most interactions with your customers, and the feedback you do get is likely to skew toward opinions from customers at the extreme ends of the spectrum (very satisfied, very dissatisfied).
conversation analytics provides insights into 100% of customer interactions across all channels and touch points, identifying patterns of behavior and sentiment to understand your customers’ expectations, interpreting nuances, and providing insights into what your customers want and need in real time. Companies leverage this data to improve customer interactions and create personalized customer experiences that drive customer satisfaction and loyalty.
While the ingredients that create a great customer experience vary from business to business, there are some common things that many customers prefer when doing business with a brand:
- smooth processes for completing purchases and getting support
- comprehensive and easily accessible self-help resources
- the ability to easily contact a human support representative
- sales and customer service rep empathy
- expert support representatives
- quick troubleshooting
- an omnichannel experience
- custom interactions
- feel that the brand’s values are in line with their own
- feel that the company listens and cares about what they think
- proactive problem identification and resolution
- employees who go above and beyond to ensure a positive customer experience
- the three c’s of customer satisfaction: consistency, consistency, consistency
- customer satisfaction surveys & research: how to measure csat
- How to Measure Customer Satisfaction: Are You Missing These 4 Key Customer Satisfaction Measures?
- these are the most common types of customer satisfaction
- how to improve customer satisfaction (csat) and business performance
- Customer Satisfaction Surveys: Examples, Templates & tips for better surveys
- why customer satisfaction matters (and how to focus on it)
- customer satisfaction benchmarking
- what is customer satisfaction? 5 reasons why it is important in the service
With these ingredients in place, your customers will have a seamless, stress-free, and satisfying experience with every interaction with your brand.
what is a good example of customer satisfaction?
Let’s take a look at two companies that take customer satisfaction to the next level and, as a result, earn their customers’ long-term loyalty.
zappos is often mentioned in conversations about companies that offer top-notch customer service. Where Zappos particularly excels is in its frictionless shopping and returns experience. The company offers free shipping on purchases, returns, and exchanges, plus it gives customers a full year to return products.
Another way zappos stands out is through its friendly, engaging, and even humorous customer service staff. The company personally responds to every email it receives, and sometimes the responses can put a smile on any customer’s face.
In 2004, Zappos was having difficulty finding enough qualified call center representatives for its call center in San Francisco, where the company was headquartered. “But we find that, on average, our customers call us on the phone at least once at some point, and if we handle the call well, we have the opportunity to create an emotional impact and lasting memory,” CEO Tony Hsieh explained in An article published by the Harvard Business Review. “We receive thousands of phone calls and emails every day, and we see each one as an opportunity to turn the Zappos brand into better customer service. our philosophy has been that most of the money we would normally have spent on advertising should be spent on customer service, so that our customers do the marketing for us through word of mouth.”
Ultimately, Zappos decided to move its entire headquarters to Las Vegas, and Amazon eventually bought the company in 2009. Even so, Zappos continues today with its strong commitment to customer service, delivered by its customer loyalty team ( clt) and a mission to “surprise” each customer.
jetblue has long been a name that has come up when talking about companies that excel at customer satisfaction. The airline first came on the scene in 1998 with a mission to “bring humanity back to air travel,” as Frankie Littleford, JetBlue’s vice president of customer experience, operations and recovery, told Forbes. littleford explained that building a strong corporate culture of respect and trust was the key to ensuring jetblue customer satisfaction.
jetblue stands out in a number of ways, one of which is its chief people officer, who has many responsibilities, including protecting and positioning jetblue’s unique business culture as a competitive advantage, engaging crew members, and overseeing the jetblue university, where new employees receive onboarding and training while staying at the jetblue lodge and enjoying its gym, pool and bar during their stay.
jetblue is known for its customer bill of rights and small efforts that have a big impact on customers, like the time an employee hand-delivered a starbucks coffee (along with some mints) to an absent customer he was able to grab his much-needed cup of coffee before boarding, as the terminal he was leaving from did not have a starbucks, all in response to a tweet. In 2020, JetBlue gave back by offering free flights for medical professionals and supplies during the height of the coronavirus pandemic.
proven ways to improve customer satisfaction
So what are some of the ways companies can boost customer satisfaction in today’s consumer-centric landscape? the following is a curated list of 25 different tactics to improve customer satisfaction, from a variety of sources:
1. develop customer service communities
“Forward-thinking companies are using [customer support] communities to generate product ideas and test new products. Seventy-two percent of respondents [who participated in a satisfaction survey] are using communities to get feedback on how existing products are being used; 67 percent use them to gather ideas for new products or features from customers; and 46% trust them for feedback on prototypes or beta products.”
(source: smart customer service)
2. map the customer journey, but don’t stop there
“You should keep in mind that mapping your customer journey is not a linear process. it is important to have qualitative and quantitative feedback on all embedded segments. this will help you identify opportunities to improve the customer experience.
Mapping your customer journey is like laying the foundation for all your sales and marketing campaigns to drive growth by delivering enjoyable customer experiences. “
3. provide multi-channel support
“Contact centers that implement omnichannel operations combine a variety of communication channels to form a cohesive communication strategy. each unique channel is made available to customers to communicate with a given company, while agents are presented with a simplified system to handle interactions seamlessly. Unlike multi-channel strategies, an omnichannel approach goes a step further, enabling agents to intuitively use a multitude of channels as if they were truly a single cohesive unit. this makes it possible for customer interactions to persist across all channels, retaining key information along the way.
In a world where customers have become largely dissatisfied with impersonal approaches and purely scripted interactions with brands, the omnichannel strategy has proven to be attractive to most and even capable of winning new leads”
(source: call miner)
4. make employee satisfaction a priority
“The correlation between your customer satisfaction and your financial performance is easy to see. This is especially true if your employees interact a lot with customers. Studies confirm that employee happiness is correlated with employee efficiency, creativity, and productivity. this, in turn, has the same effect on customers, proving that happy employees make customers happy.”
See also: If You Buy a New Car Is it Insured?
5. encourage agents to take ownership of problems
“encourage operators to take ownership of issues and spend time dealing with the customer, rather than escalating or bypassing the issue. this gives advisors a real sense of pride in their work and means they are taking their own steps and really shows excellent customer service.”
(source: call center assistant)
6. turn customer survey data into action
“Good data reflects the experiences your customers actually have with your company. Plus, good data equips your business to take action. [the key is] developing a satisfaction survey that honestly digs into the heart of your gaps and opportunities.”
(source: smart customer service)
7. find out what the customer really wants
“find out what the customer really wants, if you can solve the problem, they will pay; the value is often not in the discount you can offer, but in the solution you can provide.”
8. focus on your cultural values
“Company culture is a guide to how the company operates and performs well beyond official standards and requirements. While employees may be required to answer a phone call, it is the company culture that will determine how the call is answered, the attitude with which it is answered, and the overall outcome of the call. …naturally, a company’s reputation is derived from the opinions of its customers. when customers interact with positive, enthusiastic, and work-oriented employees, their impression of the company will be much better.”
9. keep up with customer reviews
“Both positive and negative reviews can be a great way to identify what customers want from your business. online reviews will highlight areas of your business that require attention and improvement, whether it’s better customer service or more accurate service quotes.
When you clearly understand what customers want and expect from your business, it will be easier for you to make improvements and maintain a stronger base of loyal customers.”
10. offer proactive customer service
“The key here is to contact your customers before they need to pick up the phone and contact you! To be effective, these contacts must be timely, personalized, and relevant to the consumer.
The best proactive strategies establish regular contact throughout the customer journey and lifecycle. Examples include: payment reminders, fraud monitoring, and personalized loyalty and reward schemes. this strategy can reduce inbound calls and improve agent efficiency. This shows that offering excellent customer service is not only good for the consumer, it is also good for the business.”
(source: call center assistant)
“In everything you do, make sure the customer feels that he or she is the only one that matters. use the customer’s name, reference personal information, and congratulate a customer on her birthday. make them feel at home.”
(source: tech target)
12. reduce waiting times
“everyone is busy, and if your business can’t provide the highest levels of service, your customers won’t hesitate to find someone who can. customer wait time needs to be eliminated or managed. bureaucracy must be replaced with customer-friendly processes. make it easy to do business with and your customers will reward you time and time again.”
13. implement a social media plan
“When building a brand or community for your customers, engagement is exceptionally crucial. on an analog face, customers can only interact with you when they’re in the store. however, in a digital space, there are many opportunities for customers to interact with you. you can host giveaways, share unique content, provide instant support, and more. the possibilities are endless.
You can also reward a customer for liking your products and services to create a more compelling connection. If a customer mentions you in a tweet or posts about you on Facebook, a basic reply is a surefire way to make someone’s day. but if you find a negative review, you can control the narrative. Sure, you can’t control what your customers feel, but you can control how you respond. who knows? you could even turn the negative experience into something more positive with just one answer.”
14. rethink approach to doing business & build relationships
“Because consumers operate differently today and more differently tomorrow, businesses must embrace the environment in which we operate. it’s fair to customers for companies to reconsider their approach to doing business and building relationships with them.”
15. demonstrate product knowledge
“When our customer support staff are knowledgeable about the products and can provide thorough and enthusiastic explanations of the features and benefits, it is likely to have a very positive impact on customers. Typically, customer service teams that show passion and interest in your product are likely to make a very positive and lasting impression on customers, and this again would help strengthen your brand and improve sales.”
16. reference customer satisfaction
“benchmarking is the process of comparing your own organization or operations with other organizations in your industry or the broader marketplace.
You can compare your most successful competitor’s processes and customer satisfaction to yours. Or, you can search for a company outside of your industry that is known for its notable customer service practices. Establishing a benchmarking initiative is an important component of measuring and improving customer service and satisfaction.”
See also: How to Improve Customer Service – 20 Practical Tips | KSL Training
(source: balance racing)
17. set clear expectations and exceed them
“Basically, going the extra mile boils down to doing more than customers expect, trying a little harder, and exceeding the norm. And it goes without saying that excellent customer service is a key attribute that many customers value more than price or product quality.
For example, it’s the extra time a sales agent spends helping customers make the right selection, or the customer service rep spending a few extra minutes making sure you have all your questions answered and don’t have to call again.
(Source: chat reve)
18. study of complaints and compliments
“Every message from a customer presents an opportunity to improve customer satisfaction. praise shows you what to reinforce, while complaints point to new ideas and action steps to improve.”
(source: above! your service)
19. hold daily stand-up meetings with your team
“Problems tend to come in waves. you might have a bug of the week, a new version that causes more questions, or a seasonal volume spike. Instead of letting the agents figure out how to deal with this on their own, task it as a team with daily stand-ups. it will start the day on the same page and turn on.”
(source: good answer)
20. ask how they would like their customers to respond
“Research shows that 86% of customers are willing to pay more for a great customer experience. Providing a great customer experience means meeting and exceeding customers’ expectations of your business. and to deliver a superior customer experience, you need to communicate with customers on the channel of your choice.”
21. provide additional benefits
“Who doesn’t like extra benefits? or, a special offer from time to time? Surprising your customers with an unexpected gift can go a long way in building real relationships.
Sometimes an unexpected discount on products your customers have been looking for for a while can work. at other events, you may consider adding an additional accessory or a week of post-purchase support for free. You’d be surprised how effective these little things can be in building a positive image for your brand. helps to greatly increase customer satisfaction.”
(source: modify your business)
22. offer free product training and support
“This is a clear and beneficial decision for the business. nothing decreases customer satisfaction more than being confused about how to make a product work. and free product training and support will be the way to alleviate this customer frustration. why does this work? For starters, when people spend money on something, they tend to doubt themselves and their ability to make the product work. With free, detailed training, you’ll ease that doubt and win a customer for life.”
(source: social triggers)
23. press reset after each call
“dale carnegie said” dealing with people is probably the biggest problem you face, especially if you are in business. yes, and that is also true if you are a housewife, architect or engineer.”
Each new customer interaction should be completely fresh and new to you. I used to envision an actual reset button that I would press after something frustrated me. work off any frustration before interacting with the next customer with a few deep breaths. then envision the incredible potential of your new opportunity to engage with your next customer.”
24. ask open text questions in surveys
“Open-text questions allow you to collect open-ended responses from your respondents. you can gain more insight into your customers’ experiences, and you can discover new insights you didn’t expect.”
25. empower your agents
“Agents who have been carefully recruited and properly trained need the authority to handle customer issues before they need to be escalated. no customer really wants to have to ask to speak to a supervisor, they want to speak to someone who can solve the problem in the first place. Giving your reps the power to make their own decisions makes your customers happy, and it also keeps your reps happy by reducing agent turnover. more savings in operating costs!”
leverage 100% of customer conversations
“Today’s customers expect every shopping experience to be personalized and effortless. In response, companies across all verticals are turning to conversational analytics to better understand what customers want and how to meet and exceed their expectations at every touch point.
conversational analysis provides a clear view of the customer’s mindset by monitoring and analyzing their behavior and emotion during each interaction. By categorizing, tagging, and scoring 100% of customer interactions, customer conversation analytics reveals the sentiments, wants, and needs that drive customer choices and gives businesses a deeper understanding of what it takes to create exceptional customer experiences.”
(source: call miner)
While there is no single solution to improving customer satisfaction levels, the key is to develop a customer-centric mindset that will help inform decisions and the direction of the business. staying up to date with call center best practices is also something to keep in mind. The above list of recommended tactics from a wide variety of sources represents just the beginning; the possibilities are endless.
additional resources on customer satisfaction
To help you learn more about customer satisfaction and what you can do to increase customer satisfaction at your business, check out the following resources:
See also: How to buy a car whule under debt review