Happy clients make for a healthy business. And the higher their satisfaction, the more likely they will be to refer your services to others. Use these tips to measure and increase customer happiness so they keep coming back for more.
Keep them in the loop
Providing regular updates on outstanding queries or their order status shows you care about your clients’ needs and can help build a strong bond. A quick ‘FYI’ email or phone call can often do the trick.
Ask for feedback
There is almost no better indication of how happy your customers really are than their feedback. It can help you gain meaningful insights into the customer journey, as well as practical ways to improve it. Here are three tips to get better results:
- Decide what precisely you want to achieve: Knowing how you will use the feedback will help you work out thorough plan of action. This could be refining a system or process like your customer communications.
- Ask open-ended questions: This will help you receive in-depth responses that will be a lot more useful than a simple ‘yes’ or ‘no’.
- Be sure to thank the customer for their time: Completing a feedback survey can be time consuming for your customers, so be sure to thank them sincerely for their input.
If a customer is satisfied with your services they are naturally more likely to return in the future. You can encourage this behaviour by rewarding it with incentives, like service vouchers, special discounts, or product bundles. Offering them a little something extra will increase your chances of return business and make your customers feel appreciated and validated for choosing you. Both of these emotions are instrumental to customer retention and happiness.
Customers who are rewarded for their loyalty will also be more likely to recommend you to their friends, family, and industry peers. To encourage these kind of referrals, you can offer them and their referred party a token of appreciation – by offering them a discount if you can, or even just by thanking them in person or more publicly through social media.
Learn from your competition
As a business owner, it’s generally a good idea to keep an eye on the competition. But you can also learn valuable lessons from the way they interact and service their customers. Whether they do it well or not, you can use the information to improve your own services.