3 Ways to increase customer satisfaction
You already know the reasons why customer satisfaction is important for a brand , right? Well, every brand or business must continue to work to increase the level of customer satisfaction. However, it is not easy, which requires a mature process and effort from every member of the company. Here are some ways you can do to increase customer satisfaction.
- Request and collect feedback from consumers
Customers need a place or container to provide their experience in using a product, both positive and negative. If consumers cannot directly submit feedback or complaints, they will do so on social media or to their friends. This will worsen the consumer experience. In addition, it will also damage your brand reputation . Well, that means a brand must also invest in services related to consumer feedback and customer support .
This service will also help to determine customer satisfaction with your product. A positive customer experience will ensure that you are on the right track. Clear and comprehensive picture of who your customers are who feel happy may provide ideas that can be used to improve the quality of products or services. So you can build a consumer-oriented brand . As for poor customer satisfaction, they can submit their complaints directly to you, before turning to the social community.
- Make use of social media
Sometimes customer satisfaction will not always be expressed directly to the brand . Customers will typically use third parties, such as review sites, social media, or marketplaces to share their experiences. When you track and monitor customer activity on social media, it will be easier to understand positive and negative feedback from your brand . You’ll also feel more prepared to respond to feedback, which can improve overall customer satisfaction. Even though a brand may not use social media as customer service, you should be ready to respond to that feedback as soon as possible.
- Educate consumers by providing answers
A brand must be able to strive to have answers to every consumer question, either manually, the site interface, or with documentation. This is quite important to increase customer satisfaction, considering that product information is very important for consumers.
You can do some user experience (UX) research and run some tests to see how many sessions are repeating. You will find many UX problems that you never realized before. This is quite worrying, but it also provides a useful idea for prioritizing improvements.
You can also collect frequently asked questions or complaints, which will help you create solid documentation. Having a live chat service for consumers is also an advantage because consumers can get answers directly.
You can also use social media to proactively gather feedback and measure customer satisfaction. For example, using the live Instagram feature or a question and answer session. The great thing about social media is that you can interact with consumers anywhere. This will allow you to increase customer satisfaction at any time.