Any business is reliant on its customers, which means that keeping them happy and satisfied should always be the priority. This is largely achieved by giving them what they want at a good price, but there’s a lot more that you could be doing also. You will also need to treat your customers as they want to be treated and you should try and make the overall experience of doing business with you as pleasurable as possible.
The good news is you can take proactive steps to help everything run smoothly and keep your customers happy. Some of these involve enacting company policies, while others will include the use of technology. Below we take a look at a few things your business can implement to ensure you have happy customers.
1. Focus On Customer Services
When you are running a business things will inevitably go wrong from time to time. Items might arrive damaged, for example, and some might get lost during shipping. In most cases, people understand – they know package delivery is extremely tricky. What’s important is how you deal with problems when they do arise. This means providing excellent customer service and it is important to get it right because around 92% of consumers will stop purchasing from a company after only 3 poor experiences with customer services.
Customer service means listening to your customer and helping them with any problems that have occurred. Has something arrived damaged? – replace it. Has it not arrived at all? – track it down and, if necessary, have another one sent. Do it right and you can even turn mistakes to your advantage. After all, after having received great customer service from you, around 77% of your customers are more likely to recommend you to their friends.
Providing good customer service is now also a lot easier than it ever has been in the past. Different social media platforms provide multiple channels through which your customers can contact you, and live chat options make it easier for you to resolve issues right on the spot. Live chat statistics show that around 71% of consumers are happy to access customer support through messaging services and this makes it a lot easier to deal with issues and queries. You can even use chatbots that will be available 24/7 and can deal with multiple queries at the same time.
2. Have an App Built
Apps can be very useful for your company in many ways, including helping to make your customers happy. For example, apps can help make your customers happy by giving access to an easy-to-use customer service channel and by making it easier for them to take advantage of offers. An app can also be very effective at gathering information that can be used at a later date to enhance the quality of service you provide.
Up until relatively recently, an app would be limited to businesses with considerable resources to invest in the technology. Developments like easy-to-use app creator software, however, have made apps accessible even to small businesses. Even somebody with limited technical knowledge can now create an app that could compete with the best.
3. Focus On Website User Experience
For an online business, the vast majority of business is done through their main website. With this in mind, it is important to make the website as easy and pleasurable to use as possible. If it is not easy to use then many people are likely to leave your site and never return.
To help ensure a good user experience, ensure everything is well organized and easy to find. Use search functions to help to make it easier for people to find what they want, and calls-to-action to make the site easier to navigate. Take yourself on a tour of our website to check everything works flawlessly.
Also bear in mind that just over half of your visitors use a mobile device, so make sure your site is mobile optimized. Mobile optimization means having a slimmed-down version that has less content and smaller image files to make it quicker to load. Mobile optimization also means having a mobile responsive design that takes into account the size of the screen that’s being used.
4. Use Automation
Most online businesses will already have automation to a degree. For example, your checkout is likely to be fully automatic and orders will likely be processed with minimal interaction from you. You can take automation further, however, and doing so can help make your customers very happy indeed.
With automation, you will be able to interact with each of your customers whenever they take an action. For example, you can automatically send a thank you when somebody makes a purchase from you, or maybe send a reminder about upcoming events. Automation will help ensure you let your customers know they are appreciated in a way that is very time-efficient for you.
5. Get Personal
People like to feel as though they have been given personalized service. Indeed, around 91% of consumers would rather shop with brands that personalize their services. Personalization can be very difficult to do when you have a lot of customers. After all, there is only so much time available to you in one day. With the help of CRM platforms and automation, however, you can help make every one of your customers feel as though they have had a service tailor-made just for them.
Personalization doesn’t just mean addressing your customers by name. It also means giving them the overall service they are looking for, such as an offer on a product they are interested in. Thanks to CRM platforms and other software, we are now able to easily gather and use the information that makes complex levels of personalization possible.
The importance of keeping your customers happy cannot be understated. After all, without your customers – you would not have a business. This is getting easier for businesses to achieve thanks to developing methodologies and technology, and even small businesses can access effective high-tech solutions. Above is just a small selection of those solutions that can help to make your customers a lot happier, and happy customers is a great thing for any business.