Basic Tips to Earn Customer Loyalty and Satisfaction

These days, most businesses have turned to e-commerce. As a consequence, consumers constantly have more options to choose from and have also grown higher standards. It is growing progressively more challenging for online businesses to hold their customers down, especially due to the increase in competition.

In order to survive it is essential to keep customers satisfied, particularly because these customers’ referrals and repeat business are the best source of income. The more satisfied the customers are, the more loyal they may become.

The following tips should help to gain customer satisfaction and loyalty:

Create a great user experience on your website.
Internet users (especially more experienced ones) have developed the ability to make a snap judgement upon arriving at a site for the first time. The visitor may take just seconds to make their mind up and decide whether to give you an opportunity so you really must make sure your site grasps their attention at first glance.

A good start would be to have an attractive layout, your brand name or logo visible, images and copies that are relevant to your product and values, smooth and non-confusing site usability as well as making your contact details clear and noticeable on the home page.

Additional information such as customer testimonials, FAQs, photos and descriptions of some of the company’s employees (customer’s like to see that there is a human behind the screen tending to their every need), will amplify your site’s value.

A blog is another easy and effective way of communicating with customers (and prospects). You can post all sorts of updates and information as well as get some extremely valuable feedback from your readers that may help you to keep improving your site and services.

If you give people a reason to come back, they probably will and may even spread the good word.

Respond and resolve as quickly as possible.
Whether inquiring by phone, email or other contact methods, customers always expect to receive a quick answer or solution to their problem. If the answer cannot be given straight away then it needs to be done within a reasonable time frame.

Working with an effective communication system and taking the time out of your schedule to get back to the customer will earn your company massive points. It is also important to be available to your customer on their preferred time schedule and not yours.

If you took too long to get back to your customer, remember to begin by apologising for the delay when you do get round to answering them.

Always make sure to find out what your customers’ preferred method of contact is and stick to communicating with them this way. For some, there is nothing worse than an unexpected and invasive phone call – and the fact that you called will probably put them off.

Remember, these days the customer’s telephone number is almost always a required field on a many registration pages and the customer probably had no choice but to provide a number. This doesn’t necessarily mean they want to be called, so it is always best just to ask them first.

If you are going to contact the customer by phone, you can maximise your time and communicate effectively by preparing a quick “script” or list of points to go over with the customer beforehand.

Make it personal.
Buying or purchasing a service online is usually an important personal decision for most people. Keep in mind that people tend to choose a company they consider will best cover their needs and meet their expectations.

It always helps to portray a personal side to your company, allowing your customers to view you as a friend rather than a robot. Considering their preferences and needs in everything you do will develop their trust further. Try to put yourself in their shoes and think from their point of view all the time.

Customers expect high quality service and will always be impressed if you show them that you have noticed their personal preferences. You can customise their experience using a few very simple methods such as including relevant content in emails to your customers reflecting products or services they have used previously or that are related, refer to them by their real name rather than their username, use intelligent site content and show them things that may interest them based on their previous actions, remember to congratulate them on their birthday, and so on.

Track their behaviour and conduct surveys. 
If you keep an eye on what your customers do on your site, where they click, what they read, what they purchase, how much they spend, how often they repeat an action, etc. you will most certainly find a pattern for each individual which will point you towards their tendencies.

Also, surveys are an excellent tool for digging deeper and finding out more information about your customer that can’t be found by tracking them. Different surveys can be conducted various times during the customer’s lifetime on your site to extract relevant information. This is a good way to get valuable feedback such as the customer’s opinion of you and your products/services, what they think is missing on your site as well as problems you may not have been aware of.

Their answers will help you improve your site and approach. It is also good to keep these answers at hand for future reference so you can see how your company has evolved further down the line and you will also be able to base your plans of action on facts rather than just guessing. All the statistics and data you can get hold of will allow you to make more sensible business decisions.


surveytool said...

This is really fantastic advice, thank you so much

Satisfaction Questionnaires

Angelina said...

I found your post comments while searching Google. Very relevant especially as this is not an issue which a lot of people are conversant with.

This is a very relevant article for anyone interested in measuring satisfaction survey and customer loyalty. Especially the automation part I find quite interesting and relevant.

Satisfaction Questionnaires

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