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6 POWERFUL WAYS TO BOOST CUSTOMER SATISFACTION

By
Syed Balkhi
-
April 3, 2023
0
219 views



Customer satisfaction is a hotly debated topic in the marketing world. Some
business owners consider a lead “satisfied” when they purchase a product or
service from their online store.

In reality, satisfaction can end long after a customer’s first order. Here’s
something to think about; what do people do when they’re unsatisfied with a
product? That’s right; they move on to something else.

For context, over 80% of people claim they stopped working with a brand over one
poor experience.

If you aim to build rapport with customers and increase sales, you want to
ensure people are consistently happy with your product and service.

Cue your customer satisfaction strategy.



Customer satisfaction strategies vary from business to business. What works for
one industry may not fly with another. However, there are several universal tips
marketers and leaders should follow to boost customer satisfaction.

I’ve used the following strategies for close to a decade and have found success.
I believe you can achieve similar results with a little patience and
persistence.

Let’s begin!


GIVE NEW VISITORS A REASON TO ENGAGE

One mistake I see many new brand owners and marketers make is not incentivizing
new visitors to engage with the business. To build a satisfied audience, you
have to be willing to give people something valuable, even if they haven’t
pulled out their debit cards.

Your lead generation efforts will determine how many people you can talk to
about your product or service. If no one joins your email list, you’ll have a
tough time building a customer base to satisfy in the first place.

If you want more email leads, I suggest creating a simple lead magnet for your
site. Lead magnets are content, or limited-time promotions visitors can get by
joining your email list. For example, a business may offer new subscribers 30%
off their first order.

We found that over 50% of brands that use lead magnets saw a surge in new leads
across all marketing platforms. It’s hard to satisfy users who aren’t connected
to your brand. Incentivize users to interact with your company through your
website, email, or social media, and you’ll have more opportunities to impress.


DEVELOP A DETAILED ONBOARDING JOURNEY

If your goal is to boost customer satisfaction, a detailed onboarding journey is
a must.

Let’s start with the basics; what is onboarding? Simply put, onboarding is any
process that gets a new user comfortable with your brand. For example, when you
buy a new software as a service (SaaS) and receive an in-app step-by-step guide,
that’s onboarding!

Much like a customer journey map, an onboarding journey follows customers or
subscribers through their first several actions. To create an effective plan,
you must understand your customer’s goals, pain points, and needs.

Use this information to create guides that will dispel fears and boost brand
confidence.

One of the easiest ways to start this process is to work with some of your new
customers. Ask them what they wished they knew how to do and learn what you can
do to create a more rewarding, valuable experience.

Setting users up for success with an onboarding program and helpful resources
can dramatically increase customer satisfaction.


LEVERAGE THE POWER OF PERSONALIZATION

Did you know that 80% of online shoppers want brands to personalize their
experiences? This statistic shows we can boost customer satisfaction by showing
users relevant content and offers.



If you want to implement a personalization strategy, start by building customer
segments. Segments are groups of people who all have similar needs and pain
points. Marketers use segments to create specific types of content and
promotions.

You can learn about customer segments for your business by reviewing feedback,
engaging with customers on social media, and checking out your on-site
analytics.

For example, the leader of an all-in-one marketing suite would create segments
for email marketers, social media brand ambassadors, SEO experts, and so on.
Each group has a select set of goals and needs, and personalized content helps
the marketing team connect with customers on topics that matter.

Personalization can affect more than satisfaction. Research shows that
personalizing email subject lines and calls to action (CTAs) can also improve
sales and engagement. On average, brands that use personalized CTAs convert 42%
more visitors.


OFFER OMNICHANNEL SUPPORT

The quickest way to damage your reputation and customer satisfaction is by
having a lackluster support system. Customers expect fast, accurate help when
they reach out to your business, whether on-site, through email, or through
social media. If no one is there to help, they will seek out a company with
robust support options.

A survey recently found that 63% of people say they are more likely to return to
a website that offers live chat and other flexible support options. It all
starts to make sense when you think about why people behave this way.

No one wants to spend their hard-earned money on a product only to find the
business doesn’t care enough to address their needs. “Always on” support means
your audience can reach out for help, regardless of where they are in the world.

The best part about this strategy is you can set up support channels to help,
even if there’s no one around to talk to the customer. Two common ways to do
this include chatbots and on-site resource centers. You can add chatbots to your
social media channels and websites so customers can quickly and easily get
answers to common questions.

On-site resources, like a training section of your blog, act as a makeshift
customer support channel and will help users maximize the value of their
purchase, which means greater satisfaction.


REWARD CUSTOMERS FOR THEIR LOYALTY

Loyalty programs can go a long way toward building a happy fanbase. People want
to believe they are getting the best deal possible. Sometimes, their extra value
comes from loyalty programs.

For instance, a lot of people use credit cards so they can gather points. It’s
not about using credit. Instead, it’s more about the little bit of extra value
that comes from being loyal.

Businesses can create a whole bunch of different loyalty rewards for their
audience. Free gifts, discounts, and store credit are all great ways to
encourage people to return to your website after their first visit.

If you don’t know what your audience wants, ask them! Create a simple
satisfaction survey and ask customers what loyalty rewards they want to see on
your site. Use the feedback you gather from the questionnaire to develop a
program that rewards customers, improves satisfaction, and encourages future
sales.


ACT ON USER FEEDBACK

While we are on the topic of satisfaction surveys, let’s discuss how acting on
user feedback is one of the best ways you can improve satisfaction. Your
audience wants to feel like their voice matters. If you’re willing to reach out
to users so they can share their opinions and then act on what you learn, you’ll
be well on your way to improving customer happiness.



I suggest sending out feedback forms at key points in the user journey. For
example, you should send new email subscribers a survey so you can segment them
into the right list. At the same time, it’s important to send surveys to
customers after they’ve made a purchase. You can learn how to fine-tune your
products or services by reading this type of feedback.

You can also send general surveys on social media, email satisfaction surveys,
and more.

Listening to your customers’ needs and taking action is a surefire way to build
trust with visitors and grow your business. You’ll easily create a list of loyal
brand advocates if you continue meeting and exceeding expectations expressed in
surveys.


FINAL THOUGHTS

There’s no question that customer satisfaction is one of the most important
things you can cultivate as a business owner. Sadly, there is no “one size fits
all” fix for boosting satisfaction. However, you can tilt the odds in your favor
if you’re willing to listen to some of the advice presented today and take
action for your customers.

Categories: Blog • Customer Journey • Customer Loyalty • Editor's Pick • Voice
of Customer

219 views

Syed Balkhi
WPBeginner
Syed Balkhi is the founder of WPBeginner, the largest free WordPress resource
site. With over 10 years of experience, he’s the leading WordPress expert in the
industry. You can learn more about Syed and his portfolio of companies by
following him on his social media networks.
Author Rank: 8
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