To some persons customer satisfaction may seem to be a mediocre goal. One person said that a satisfied customer is ‘in a state of nothingness’; they’re neither dissatisfied or happy. Can your build customer loyalty by providing quality customer satisfaction?
Tell me, what’s your favorite dessert? Is it a delicious bowl of ice cream? A nice chunk of dark chocolate, a slice of pecan pie with a scoop of ice cream, or my favorite – a slice of Jamaican sweet potato pudding? Think back to the last time you had your favorite dessert. When your dessert hit that sweet spot in your stomach and brain and you were satisfied, were you in a state of nothing? I’d venture to say that you were very happy and wanted that feeling to last as long as possible. Perhaps you wanted that taste to linger in your mouth for as long as possible as well.
When you think of quality customer satisfaction that’s the kind of satisfied feeling you want to engender in your customers: they are very happy with your service and could not imagine going elsewhere or being serviced by anyone else. Here are three quick and easy ways to achieve customer loyalty:
1) Make It Easy for Customers to Do Business With You
Your customers are in general very busy and may do business in various ways using technology to make their life easier. For example, years ago women may have thoroughly enjoyed sitting down with their Consultant to catch up on family news, etc. and so they enjoyed the face-to-face service you provided. There may still be customers who want that, but other women may find that time-consuming. They know what they want, and they just want to get to a website and place their order or send you a text with the items that they need. Do you offer that flexibility?
2) Strive to Develop a Relationship With Your Customers
In building a relationship with your customers, the first step is to get to know each customer as an individual. Understandably if you have hundreds of customers it may be more challenging. However, it’s important to devise a system that allows you to make notes on something that’s specific to each customer so that you can target or focus on that special area in your communications.
3) Use Complaints to Improve Your Service
I’m a huge proponent of finding ways to get your customers to complain to you. Why? Try as you may, you’re not going to make everyone happy on the first try as every customer has his or her own personality, likes and dislikes.
What you do want to make an effort to find out is, if they are not happy, what can you do to resolve the issue? You want your customers to complain to you as the business owner, because they will complain to someone, which could be damaging to your business. Never dismiss a complaint as being ‘just one person’s opinion.’
What are some things you do to ensure quality customer satisfaction and build customer loyalty? Please share.