B2B Business and Trade Marketplace
Simple Steps For Increasing Client Satisfaction
Customer satisfaction ensures that your business is prosperous. So many businesses are failing to recognise their existing customers. It’s important that your business is different. New customers are treated better than existing ones. Did you know that new customers cost more? If you are a business that operates on a smaller budget, making use of your existing, and let’s face it loyal, customers is of utmost importance.
So, what steps do you need to take to increase your client’s satisfaction?
1. Rewarding Loyalty
Loyalty is a large part of customer satisfaction. As such, you should reward your customers by giving them free delivery with certain spend thresholds. Coupons, vouchers and even free samples of new products can ensure that they stick with your company. After all, everyone likes to have something for free. Your customers will feel valued, and you can ensure repeat custom.
2. Supply Chain Management and Logistics
As a company, you need to ensure that you have a timely approach to your customers needs. This may mean investing in logistics. Focussing on the customer’s needs is imperative. You need to ensure that you have a timely approach to the delivery of your product. But, you also need to ensure that you are more efficient. Service levels, via logistics, are an all important part of keeping the client happy.
Focussing on the supply chain process, and the logistics side of this can ensure a greater degree of customer satisfaction. You need to have a firm grasp on problem resolution when this arises. Using a rollonoff or a truck can be a good way of ensuring that you have a timely approach to your deliveries. Having a quicker turnaround time with your product is fundamental to satisfaction. This can ensure that customers are not left waiting is a large part of the customer journey. Their happiness rests in having a product that can be safely and efficiently delivered to them.
3. Focusing on Focus Groups
Do you want to know how satisfied your customers are with your service? If so, ask them! One of the easiest ways to audit your company and its dedication to customer service levels is to ask your customers what makes them happy. Yup, it’s that simple. Marketing emails can be a good way to do this. But, many can opt out or delete the email. A focus group is the best way to ensure that you are critically evaluating the customer’s needs, desires and complaints.
By measuring satisfaction in the form of focus groups, you can ensure that you are putting the right controls and measures in place. This is a savvy way of increasing satisfaction levels across the board. Listen to your clients and see what you can do better. Continuous business development is critical.
4. What’s Your Complaints Handling Process?
Complaints, sadly, are a part of life. Yes, they can be tough to listen to or read, but they are essential in maintaining a happy customer. What can you do to improve on your processes? Do you look at the complaints in more depth, or simply file them and move on? Looking at complaint trends can help you set up the right KPIs to avoiding this problem in the future.