Customer Satisfaction is one of the most essential elements of customer retention, customer loyalty, and product repurchase. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer Satisfaction is defined as “the number of customers, or percentage of total customers, whose reported experience with a firm, its products, or its services (ratings) exceeds specified satisfaction goals.
In a competitive marketplace where businesses compete for customers, customer satisfaction is seen as a key differentiator and increasingly has become a key element of business strategy. Within organizations, customer satisfaction ratings can have powerful effects. They focus employees on the importance of fulfilling customers’ expectations. These metrics quantify an important dynamic. When a brand has loyal customers, it gains positive word-of-mouth marketing, which is both free and highly effective.
Therefore, it is essential for businesses to effectively manage customer satisfaction. To be able do this, firms need reliable and representative measures of satisfaction. Thus, expectations are a key factor behind satisfaction. When customers have high expectations and the reality falls short, they will be disappointed and will likely rate their experience as less than satisfying.
Customer satisfaction can managed by following:
1. Justify the Sale with Social Proof
To make this go smoothly, you should arm each one of your customers with testimonials from other people and companies. Or, if you have a low return rate, you might emphasize how few people returned it.
2. Surprise Customers with a Bonus
When people spend money on a product, the last thing you want them to think is “was this worth it?” To combat this, you should surprise each one of your customers with a little bonus. They won’t expect it and it will help them answer “was it worth it?” with an enthusiastic, head-nodding, “yes!”
3. Offer Free Product Training and Support
This is a clear, business-winning decision. Nothing decreases customer satisfaction more than being confused with how to make a product work. And free product training and support will be how you alleviate this customer frustration.
4. The Bottom Line
Just because you made the sale, it doesn’t mean the work is over. Your job is to turn one-time buyers into loyal customers. If you follow these strategies, you should be well on your way.
