Achieve better customer satisfaction – 4 tips 

Customer satisfaction is a competitive advantage. Successful companies know how important customer satisfaction is. It is essential to invest in customer satisfaction, as dissatisfied customers will often take their money and spend it elsewhere. When customer satisfaction is a driving factor in a company’s business and processes, success is guaranteed.

Kubla sees customers’ satisfaction as one of the most important factors in guiding our business. We listen to what our customers have to say and try to implement their ideas as best we can. We keep our customers at the center of all operations. Hopefully you do too! The good news is that gaining better customer satisfaction is possible: We have gathered four tips on how you can gain some genuine smiles from customers.

Why is customer satisfaction so important?

Which one is more likely to recommend your business, a satisfied customer or a customer who was not at all satisfied with your business, product or service? Which of these customers might end up buying more and keep buying your products in the future? There is no doubt that the answer to all these questions is a satisfied customer! Customer satisfaction is key to a company’s success: Companies succeed when they take care of their customers. Do the same if you are aiming for results.

Don’t just meet expectations, try to exceed them

Everyone knows what good customer service experience feels like. As a customer, certain things are to be expected, but exceeding expectations is what makes a lasting impression. It’s what makes Sofia write to a large-audience Facebook group to tell what a wonderful experience she had at her hairdresser. When customer satisfaction is one of the company’s top priorities, customers are much more likely to continue their relationship with the company. Continuous, long-term customership is what you want to pursue.

The customer’s personal expectations don’t always correspond to reality. A good solution to this is updating your website with a more detailed description of the product or service. Realistic expectations are easier to exceed, and unrealistic expectations do not dampen the customer experience.

1. Customer satisfaction requires knowing customers

When you know your customers, you know what they value. In order to exceed your customers’ expectations, you need to know what their expectations are.  What values are their choices based on, what are their needs and expectations of that particular customer. Matthew can expect different things from the service he bought than Anna – however, if the expectations differ radically, it is worth updating the information of said service on your website and social media. Perhaps the publications shared in your social media channels create an unrealistic impression of what the product or service is like.

Customers want their opinion to matter and that when feedback is given, it is taken into account. Saying thanks for the feedback is not enough, in addition to beautiful words, customers are waiting for concrete actions. The most frustrating part of being a customer is seeing all your feedback ignored. It’s degrading, dismissive and almost like pointing the middle finger in the customer’s face.

Read also: Identify customer personalities to get your message across – Here’s how to map your customer personalities

2. Achieve customer satisfaction through communication

Customer satisfaction requires communication between the company and the customer. This includes things like taking feedback into consideration and responding to comments on your social media pages.

Customers will often leave your website if there is no answer to their questions. The answer should be easily available on your website in text form or through a live chat. Embedding a live chat or bot feature on a website can be a good solution that improves customer satisfaction. If customer service is lacking, your company is missing out. Customers won’t wait for an answer too long, they’ll move on and look for it elsewhere.

3. Customer satisfaction won’t be achieved without the input of the entire team

If the reception of a beauty salon is rude, but the service itself is good, customer satisfaction is still not completely achieved. In cases like this, it doesn’t help that the beautician does a tremendous job, the customer has already felt the negative emotions coming into the experience. 

Customer satisfaction won’t achieved without the input of the entire team. Providing a good customer experience must be a common goal of the entire team. This is of course affected by how the staff personnel are doing themselves. A team that isn’t treated well is not guaranteed to exude good feeling and joy. Healthy and respected staff members will on the other hand try to exceed goals and go out of their way to ensure they’ll get a smile out of their customers. You can motivate staff and team members with various small competitions, where the goal is even better customer satisfaction and the prize can, for example, be a monetary bonus or a day of recreational activities with the team.

4. Measure customer satisfaction with a questionnaire or a survey

Best way to get inside the thinking process of your customers is by asking for their opinion. Customer Satisfaction Score, or CSAT, is easy to measure: How satisfied are you with the product or service? You can ask this question via e-mail or live chat.

Net Promoter Score, or NPS, asks the question: How likely would you recommend a product or service to a friend? The question is often answered on a scale of 1 to 10. This method is for measuring the customer’s desire to recommend your company, product or service and monitors the customer’s loyalty. A high NPS score indicates customer satisfaction. As a result, your business

The customer chooses a company that values her

If a customer receives a warm reception at Ben’s Barbershop and feels acknowledged and important, he will likely choose them over their competitors with worse customer service but better prices.

Customer satisfaction is therefore a competitive advantage worth pursuing. Kubla helps you gather customers as well as keep them loyal and satisfied. The tips don’t stop at the four aforementioned ones – Contact our team today and you’ll get to hear the rest!

Contact us