08/04/2016
A happy customer is a satisfied customer. Satisfied customers become return customers. If return customers continue to feel satisfied with their experience, they will become loyal customers.
Loyal customers are the cornerstone of a successful business as they continue to support your company and serve as valuable referral sources.
The biggest reason companies lose their customers is not because they are unhappy with the product or because they want to shop elsewhere; the majority of customers leave because they are dissatisfied with the service they receive.
In a world full of bad customer service, what is it that consumers are really looking for in their experience with companies?
The concept of making customers happy is simple enough, but putting the concept into practice requires attention to specific strategies. The following tips can help drive more successful customer satisfaction when integrated into day-to-day business.
• Ask Questions - asking questions is the best way to clarify customer needs, offer the best solutions, and deliver a customized product or service - this will pave the path to "exceeding expectations" and building customer loyalty
• Listen - it helps customers feel that they are being heard, while minimizing confusion as to what will be delivered
• Set Expectations -once a need has been stated, be clear about what the customer can expect from the product or service being offered
• Follow up and Get Feedback -follow-up with a customer after a sale is vital to ascertain in their need/expectations were met and creating a loyal (return) customer - along with referrals that they will give to others
• Follow the "Golden Rule" - treat others as you would like to be treated
• Be Proactive - anticipate customer needs and immediately work to mitigate any dissatisfaction that may occur due to unforeseen circumstances that may negatively impact your delivery to them
• Meet Expectations - a primary reason for customer dissatisfaction is that what was promised was not delivered; if you say it, then DO IT
• Be Consistent - customers will feel more secure if service is consistent across all platforms - storefront, online, social media, etc.
