In today’s competitive marketplace where businesses fiercely compete for customers, offering memorable experiences is the best route to differentiation. It’s not always easy to figure out what aspects you should pay special attention toin order for your customer service to become a competitive advantage.
While it’s virtually impossible to please everyone , you can drastically increase customer satisfaction levels across the board by staying in tune with what your customers are feeling and thinking using the 4 methods below.
Customer satisfaction surveys are one of the easiest and most insightful ways to gather feedback from your customers. Surveys are best when conducted periodically (preferably quarterly) so you can compare how satisfaction changes over time. The best questions to ask when conducting surveys are ones that ask the participant to rate their satisfaction on a certain function or area on a scale of 1-10.
While you can be as general as asking them to rate the company as a whole, using your product, or their experience with your customer service team; in order to leverage survey answers to improve your future actions and increase customer satisfaction, use detailed, granular questions that delve into each aspect of a product’s capabilities. This way, you can determine if it’s the product as a whole that is causing problems, or just a few pieces.
On a scale of 1-10, 1 being extremely dissatisfied and 10 being extremely satisfied, how would you rate your satisfaction with [feature]?
On a scale of 1-10, 1 being easiest and 10 being hardest, how easy is it to use [feature]?
Tracking Net Promoter Score (NPS)
“Overall, how likely are you to recommend Acme Corp.’s services to a friend or colleague?” This is the token question that should be asked in absolutely every survey. Your NPS ranks the likelihood of your customers to recommend your product or service to a friend. NPS is great to gauge your satisfaction and churn all in one place. If you take corrective actions to improve your customer experience, your NPS will increase.
You want to aim to be a promoter, or have an average NPS score of 9 or 10. Promoters experience the highest levels of customer satisfaction, the highest levels of customer retention, and ultimately higher revenues as customers stick around longer. A score of 0 to 6 deems you a detractor, and you’re more likely to experience higher rates of customer churn and lower rates of satisfaction.
Monitoring Social Media
Unlike periodic surveys, customers now have the option to air their grievances as soon as they happen on social media. People also tend to be more truthful in their statements on social platforms. When feedback is positive, social media can be a wonderful source for social proof. But when feedback is negative, you first need to acknowledge the situation and attempt to remedy it. Doing so in a public forum can also be great social proof because it shows you care what your customers have to say. Thank them for their response and let them know you understand their concerns. If appropriate, offer to reach out to them directly to remedy the situation at hand. And always conclude with a statement that confirms you’ll take their advice into account in the future.
Expert Tip: Do not ever delete comments (unless they’re spam). This will come back to haunt you later, and typically in larger quantities.
Waiting for customers to come to you with problems to pick up the phone and follow up woth them is just putting out fires. Instead, you can choose to be proactive and periodically reach out to them to gather feedback, announce new products, give special promotions, and check in to leave them feeling well taken care of. While this can be time consuming to do on your own, outsourcing a team dedicated to effective proactive communication will drastically increase customer satisfaction.
Now that you’ve discovered how your customers are feeling, you must do two things: make sure your customers feel heard, and do something with what you’ve learned. Monitor your customer’s feedback through surveys and social media, then, work those insights into future product or service plans. By proactively contacting and nurturing your customers on a regular basis, you will be more likely to prevent any potential issues and upgrade your customer satisfaction levels.
To learn more about how a proactive customer call campaign can help improve your customer experience, click below to schedule a free demo.