Ways to Increase Customer Satisfaction

May 28th, 2011 Tags: customer satisfaction, quality customer satisfaction, Yvonne A Jones
Posted in Customer Satisfaction

Customer satisfaction, as defined on Wikipedia, is “a measure of how products and services supplied by a company meet or surpass customer expectation.  … 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.”

The thought that stands out is that for satisfaction to be experienced by your customer, you must meet and exceed his or her expectations.

Get to Know Your Customers

Your customers wants to know that that person with whom they are spending their money appreciates them as individuals and not just as adding to your sales.  It means that you will have to take measures to ensure that you make your customers feel special.

1)       A simple, but often overlooked way to provide customer satisfaction is to take the time to get to know your customers by name.  Think of the last time you went into a local business: your doctor, your dentist, the Deli you visit each week.  How did it make you feel when you were addressed by your name as soon as you walked in?

2)      Getting to know your customers involves getting to know their likes and the products that would appeal to them.

Online:  If you are marketing online, your customers are probably segmented into lists and you follow up with them through autoresponders.  Because you know the kinds of products that your particular community would be interested in, you could provide quality customer satisfaction by sending them free reports and software that can benefit them.

Offline:  If you are marketing products offline, by getting to know your customers’ interests, you are able to offer them products that may be temporarily discounted or special offers on the products they are interested in.

By taking the time to get to know your customers’ name and interests, you will surpass their expectations, earn their loyalty so they become repeat customers and enjoy quality customer satisfaction.

Quote: “Here is a simple but powerful rule – always give people more than what they expect to get.”
– Nelson Boswell