Customer satisfaction is all about keeping your customers
happy, with the product or service offerings that you provide.
Some companies believe that once the purchase is made, no
further work is required on their behalf to service the
customer. This is a common misconception that is costing these
companies money in repeat sales and referrals.
Here are 5 ways that you can ensure customer satisfaction on
your next product or service transaction.
Start before the sale
Even before your customer purchases a product or service from
you, make sure they feel like they are the most important person
to you. After all, without them your business would not survive
for long, so why not make them feel extra special during their
experience with you? For example, if you have a physical store
location, simple things such as greeting customers when they
walk into your store makes them feel acknowledged.
Further to this, ensuring that your store is adequately staffed
for customer inquiries is crucial to ensure a pleasant
experience prior to the sale. There is nothing worse than a
customer walking out of your store prior to purchasing a product
because they couldn't find a staff member to answer their
questions. If your store is online, having live chat or email
support with quick turnaround available is key to ensuring your
customers get their questions answered promptly.
Continue during the sale
Once again, a simple question like, "Did you find everything you
were looking for today?" is an effective way to make your
customer feel important, and open up the opportunity for an
extra sale in case they couldn't find something they were
looking for. Customers will often appreciate the extra effort
and remember the experience when planning their next shopping
experience. It's no surprise that customers will willingly go to
the store that they feel has treated them better than the
Follow up after the sale
Follow ups are a great way to gain important insight not only on
your service levels from the customer's point of view, but also
to get reviews and feedback on the product or service your
customer has purchased.
Sometimes customers will not be entirely
satisfied with their purchase, and your follow up will give you
the opportunity to address their needs and rectify the
situation, or even recommend a product or service that might
work better for them in the future. Once again, most customers
will appreciate the extra effort on your part and will often
become repeat customers while also giving valuable and free word
of mouth advertising to their friends and family.
Product or Service Recommendations
Further to point number three, product or service recommendations are a
great way to show your customer that you have their needs at
heart. Asking a few questions to conduct a brief needs analysis
can work wonders, since you can quickly offer a solution to the
customer and provide valuable and insightful recommendations
based on your offerings.
For online retailers, compiling data on
past purchase history and trends in the marketplace can allow
you to recommend items to your customer that they might not have
otherwise looked at. Remember, you are the expert on what you
sell, so coupling that knowledge with customer data can be a
powerful asset to any business and can ultimately generate more
Easy to Find and Easy to Use
Whether your store is a physical location or an online store,
making sure your customers can find what they are looking for is
also important. Proper merchandising techniques in-store and
proper tagging of items with keywords online can make for a much
smoother sales transaction.
An easy to use and intuitive online
interface also allows for customer satisfaction when placing
online orders. When it comes to inventory, some companies even
have computer terminals in-store dedicated to searching for
items at other store locations, giving the customer a quick and
easy way to find their items.
The tips above are just a few of the ways you can ensure your
customers are satisfied, giving your business the opportunity
for further growth and prosperity.
About the Author
Agata Klein is a Vancouver Graphic Designer that helps
businesses establish their identity online and offline. For more
tips and articles geared towards success for your business,