Man is happy about customer service

Why Customer Satisfaction is So Important

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We’re all familiar with the old adage, “The customer is always right.” Customers may not always be right, of course, but their satisfaction is always of the greatest importance. In that sense, the adage remains true. In fact, it is possibly more relevant now than ever before, as customers’ tastes and exigencies have expanded along with their range of choices. In today’s extremely fast-paced environment, where automation and innovation have rendered all markets much more competitive, businesses must be exceptionally sensitive to their customers’ wishes and preferences in order to maintain an edge against the competition.

Building and fostering strong relationships with customers based on trust and experience is not only advisable for all businesses, it’s imperative. The risks of failing to do so are greater in the age of interconnectivity and social media, as nowadays disappointing one customer usually translates into the loss of many more. All it can take is a negative Yelp review or a well-circulated rant on Facebook to seriously damage the reputation of a business, sometimes irrevocably.

What is customer satisfaction?

To start, it’s useful to know exactly what is meant by “customer satisfaction”. The term comes from marketing and refers to the extent to which the goods and services offered by a business meet or surpass the expectations of their customers. Companies that make customer satisfaction a top priority of their business strategies are statistically proven to fare much better than those who neglect it.

Differentiation, Loyalty and Word-of-Mouth

By monitoring customer satisfaction and consistently working towards its improvement and optimization, businesses differentiate themselves from the rest. Customers are more likely to remain loyal to the business and, importantly, to tell others about their good experience, who in turn might be motivated to try that business out as well.

Making Your Customers Happy

Although there is no strict and universal rule for making customers happy, there are some fundamentals that every business should follow. For example, treat your customers the way you would treat someone you met in person: address them by name; introduce yourself by name; be friendly, social and relatable in your communication; don’t be rude, aggressive or leave them hanging. These pointers may seem obvious when spelled out like this, but they make all the difference, as customers cherish genuine human contact in their business interactions.

Offer Excellent Customer Service

Another point that may appear self-evident but is of the utmost importance: give good service! It’s impossible to overstate how crucial good customer service is to the success of a business. Excellent customer service makes a business stand out and motivates customers to come back, whereas poor customer service is one of the most frequent reasons for customers abandoning a business for a competitor.

Old Friends vs. New Acquaintances

It’s not enough to be friendly, you also have to offer customers further incentives for trusting your business. Remember: it’s cheaper to retain existing customers than it is to attract new ones. Statistics show that on average a business has to provide 12 positive experiences to make up for a single negative one! But don’t worry, there are simple strategies that can help bring that number down. When customers are dissatisfied, try offering them special offers or discounts to win them back – it’s the small gestures that matter!

Maintaining Trust

A customer who trusts a business is also more likely to be understanding in the event of negative developments or circumstances. Make sure to keep your customers informed about changes in your service that will affect them. Customers appreciate being kept in the know, whereas they will be resentful if they feel like changes are forced or snuck upon them. Of course, as a business you have to make sure to communicate negative changes effectively. It’s not enough to be open about them, you also have to be clear in delineating the nature of the change and, when necessary, apologetic about its necessity. If customers don’t feel like they’re being advantage of, they will take negative news on more lightly and be less motivated to take their business elsewhere.

We’re all familiar with the old adage, “The customer is always right.” Customers may not always be right, of course, but their satisfaction is always of the greatest importance. In that sense, the adage remains true. In fact, it is possibly more relevant now than ever before, as customers’ tastes and exigencies have expanded along with their range of choices. In today’s extremely fast-paced environment, where automation and innovation have rendered all markets much more competitive, businesses must be exceptionally sensitive to their customers’ wishes and preferences in order to maintain an edge against the competition.

Building and fostering strong relationships with customers based on trust and experience is not only advisable for all businesses, it’s imperative. The risks of failing to do so are greater in the age of interconnectivity and social media, as nowadays disappointing one customer usually translates into the loss of many more. All it can take is a negative Yelp review or a well-circulated rant on Facebook to seriously damage the reputation of a business, sometimes irrevocably.

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