Everyone is searching for the best stores. The average American visits 4.4 different retail banners in a month. That means that they go shopping at a different store every week.
One reason why Americans go to different stores is customer satisfaction. If you want to keep people at your store long-term, you need to increase customer satisfaction. But you have to study a few different methods of doing so.
How should you talk to your employees about customer satisfaction? How can you reach out to customers so they give you advice? How should you use positive and negative feedback to change your ways?
Answer these questions and you can create happy customers who will shop from you for years. Here is your quick guide.
Get Ideas From Everyone
Junior employees may have their own ways to increase customer satisfaction. They may have developed greetings that help customers feel welcome inside their store. They may have ways of explaining processes that help customers with your products.
Talk to your junior employees. Ask them how their experiences with customers are going. Then ask them if they have any suggestions on how the company can increase customer satisfaction.
In addition to increasing customer satisfaction, this will increase employee satisfaction. Employees who feel welcomed and listened to will stay with your company for longer periods. Their satisfaction can rub off on customers, helping them feel satisfied.
Study Your Competition’s Methods to Increase Customer Satisfaction
Competing businesses may have their own guide to increasing customer satisfaction. If you have a good relationship with them, touch base with them.
If you don’t, browse through their online reviews. See how customers feel about your competitors, and evaluate how your competition talks to them.
Try to distinguish yourself from your competition in some way. If they talk to customers formally, try to be a little more informal.
At the same time, mimic something that they are doing right. If they have more greeters on their store floors, you should have more greeters as well.
Maintain Multiple Ways of Communication
Customers should always have multiple ways of reaching out to you. Any customer should be able to go up to any employee in a store and have their questions answered. You should have someone behind each counter and out walking the aisles.
You should have a contact page on your website. You do not need to put up something fancy. A simple page that lets someone type in a comment and send it to you is all you need.
On that contact page, you should include your telephone number. Someone should be on the other end of the phone answering questions during business hours. No one’s call should ever go to a voice mail while you are open.
You should also start social media pages. Many people like to send feedback through Facebook comments or tweets. One employee should be looking for these comments and responding to them right away.
Your final means of communication should be formal surveys. You should send surveys to customers and members of your community and evaluate their answers. Examine the customer effort score in addition to other metrics.
Refer individuals to your different ways of contact. Advise them to use whichever one they want to use.
You should be constantly checking your channels for suggestions and points of improvement. You should put those suggestions into practice to reflect your customers’ interests.
Show Your Appreciation for Positive Reviews
When you find a positive review from a customer, you should let them know about your gratitude. If they have written you a social media post, like the post and give an appreciative comment. You can then share or pin your post so others can see it.
If they have written you comment through your contact page, you should reach out to them through their email. You can send them written praise, but you can also give them some sort of discount. This may be especially effective if you ask them to refer their friends to your business.
Keep doing whatever you are doing right. Employees who receive a lot of praise should receive promotions. You should encourage them to teach their methods to others.
Console Customers With Negative Reviews
It can be difficult to respond to negative feedback. Take a moment when you come across a negative comment. Do not respond if you are agitated.
But you should leave a short comment apologizing for what happened. You can ask questions if something about their critiques seems confusing. In a face-to-face conversation, you can ask about the performance of particular employees.
You should then apologize for what went wrong. You may want to provide a refund, and you should if your employee damaged something that the customer owns.
You do not need to make a public apology unless the customer takes their complaints public. Your response should be brief and apologetic, reflecting the customer’s emotions.
The goal is to make the customer feel empowered. Putting policies into place that will prevent similar errors may encourage the customer to return and have a better experience.
Evaluate what you need to do to prevent a similar incident from happening again. Training your employees is usually a good approach. You should fire an employee only if they make repeated mistakes or if they do something inappropriate.
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How to Increase Customer Satisfaction
You can increase customer satisfaction through several simple means. Get ideas from all of your employees about how to cater to your customers. The more contact someone has with people, the more suggestions they will have.
See what your competitors are doing and adjust their tactics. Talk to your customers as much as possible. Make them feel heard and appreciated by putting their ideas into action.
Give rewards to customers who give you positive feedback. Write apologies to people who are dissatisfied with you.
Keep honing your customer service. Figure out how you can improve by following our coverage.