There are two ways you can frame 2020 for business: as a disruption or as an opportunity.
While many companies are facing unprecedented struggles, it’s the ones who see the opportunity to connect with customers that will survive.
Improving customer satisfaction is a multi-faceted goal. Here are some fantastic tips to make it happen in 2020.
Be Proactive in Customer Assistance
The key to mastering proactive customer service is to reach out to your customers before they reach out to you. To do so, you should have a standard procedure in place for following up with a customer after a purchase.
Being proactive is especially important if your product or service has a learning curve.
Reach out to a customer within a few days after their purchase to offer free training and ask if they’re having any challenges.
You can accomplish this with a follow-up call or email marketing automation.
If you choose the latter route, consider using a plain text email that seems more personal and human to encourage engagement.
Showcase Tangible Value
Consumers around the world are planning for a global recession. Even those who have the same level of disposable income as before the COVID-19 outbreak are being more mindful of their spending habits.
To woo your customers and improve customer satisfaction, you’ll need to show tangible benefits.
Consider how your business can add more value to your current offerings and sweeten the deal.
Avoid using frivolous language in marketing materials that could oversell your product. What features can you highlight that stand out against the competition and tell your customers they should stick with you?
By exploring this concept, you’ll be able to increase customer satisfaction over time.
Make your company more reachable by creating an omnichannel approach to communication.
Make it possible for your customers to reach you using the method they prefer, be it social media DMs or email.
Some customers still prefer to call a company and speak to a human representative— setting up a NICE inContact system can help manage those calls. Others gravitate toward live chats on a website.
To improve your accessibility, take a look at the metrics regarding how people get in touch. You can also capture data points surrounding why they’re contacting you to streamline your efforts.
Improve Your Response Time
Once you’ve improved your accessibility, you’ll want to start working on your response time.
As technology gets faster, the modern consumer has less patience— if they can’t get a quick response, they’ll go to a competitor.
Improve your response time by incorporating automation through chatbots and automated responses to frequently asked questions.
Craft your messaging and offerings to empower your customers to manage their sales. For example, offering text tracking on shipments or a log-in to track their order puts the onus on them to check their order status.
It’s also worth diving into the metrics regarding how long it takes to respond to customers across various channels.
Once you have a better understanding of those numbers, you can start to implement strategic changes.
Improve Employee Satisfaction
The secret to getting happy customers is to create happy employees.
Employees who feel valued and empowered will perform better than those who feel unappreciated. Improving employee satisfaction will have a trickle-down effect that improves customer satisfaction.
Focus on creating a strong company culture and giving employees opportunities to learn and grow. Take time to personally thank employees for their hard work and show appreciation for their efforts.
Sometimes the simple act of acknowledging their work makes all the difference.
Collect Feedback and Data
Don’t be afraid to learn from your customer reviews— especially the negative ones.
Negative reviews often provide valuable insights as to where your company is falling short and leaving customers dissatisfied.
By monitoring reviews, you can highlight any trends that could direct strategic change in your organization.
If you have doubts about how to satisfy your customers, ask them. Send out a three-question survey asking them to share their experience and insights.
Post on social media and start a discussion. Many customers won’t provide feedback unless explicitly asked to do so.
Focus on Retention Over Upselling
2020 has been a strange year for conducting business. One of the biggest changes is the necessary shift from conversions and upselling to building customer loyalty.
Create a pivot plan to change your messaging to focus on retention over upselling. Many of your customers could be facing financial hardships as a result of the pandemic.
Continuously trying to sell them on more can be a deterrent, as they’ll start to feel undervalued. Focus on retention, loyalty, and empathy in your messaging for 2020.
Use Tone Monitoring AI
Working in customer service is stressful. It only takes one negative interaction to disrupt the day for your employee.
Fortunately, you can get AI-driven tone monitoring software that analyzes your employees as they engage with customers.
The software sends friendly reminders to use a nicer tone or indicates when they might need to step away.
Using tone monitoring software can help your employees reset between interactions and take a breather, so their negative experience isn’t passed onto the next customer.
As a result, customers will receive better customer service and leave feeling satisfied.
Engage in Social Listening
Your business won’t always be tagged in social media posts, and customers won’t always share their experience with you— that’s where social listening comes in.
Social listening is the act of setting up triggers and search notifications (sometimes using software) to monitor what people are saying about you online.
This information could range from news stories to people misspelling your company name.
By implementing social listening, you get a bigger picture of how your brand is perceived and whether or not customers are satisfied.
You can use this information to adapt your communications and deliver better service.
Put on a Human Face
Finally, put a human face on your business. Remind your customers that your people face many of the same struggles as them.
Practice empathy and compassion in your communications and maintain the “we’re in this together” mindset.
Customers like to be reminded that there are humans on the other side of a computer screen and will feel more connected and satisfied as a result.
With these tips, you can improve customer satisfaction in 2020 and beyond.