By Stefanie Amini, Marketing Director, WalkMe
Customer satisfaction is very important for an organization’s success. The organization should be the main source of this satisfaction. The main objective of customer service should be to ensure that the customers are happy with the products and services that they receive. Here are some tips that organizations can use to drive customer satisfaction.
Organizations deal with a lot of concerns to enhance customer loyalty and experience. To drive customer satisfaction, an organization has to focus on what the customers expect and want. If a customer feels that their needs are being met, they are more likely to be satisfied.
Be there for your customer – anywhere, anytime
Organizations are exploring a variety of ways to enhance their customer service. They are making an effort to be there for the customers at all times. Self-service is one of the options that most organizations are applying at the moment because it helps their customers to feel empowered. However, customers still want to get in touch with an organization. It is common for customers to contact an organization’s call center even when they have access to various self-service options. Organizations need to make this possible by allowing customers to make calls easily and in a transparent manner. Most people are always on the move and they either use tablets or smartphones. Customers should be able to get in touch with a call center using their mobile devices at any time of the day or night. Implementing a Visual IVR solution is a fast and innovative way to enable this type of connectivity for your customers, relieving them from the dependency on traditional phone calls.
Customer satisfaction begins with the kind of marketing that an organization does. Marketing research is important in order to identify the needs of the potential market. Marketing should not just be about awareness. There is more to it than letting customers know that there is a new product or service in the market. The focus of your marketing campaign should be defined by the customers’ needs. Market something that customers want. This is the only way to create interest in your marketing message. If a marketing campaign addresses customers’ expectations, they are more likely to have a positive feeling towards the message an organization sends out. Some organizations use controversy to market their products and services. This can be dangerous because it can elicit negative feelings from the market that you are targeting. However, controversy can work in some cases but it is important to study the target market carefully before using it.
Create commercials that the customers can relate to. Customer loyalty can be tested if you air commercials that create negative feelings. Some customers will be willing to shift their loyalty to your competitors if they are not happy with the message that you are sending out. Use commercials that will help to make your brand stand out from the rest in a positive manner.
Price also plays a very important role in customer satisfaction. You want customers to buy your product or service without having to strain. The price you offer should match the value customers get from the service or product. An organization should not focus on creating profits. Customers want to know that you value them and this is possible if you offer products and services at reasonable prices. If your competitors are offering similar products at a lower price, some of your customers will be willing to buy from them in order to make savings. This does not necessarily mean that you should offer items or services at low prices to keep customers happy. The price simply has to match the value you offer.
Customer service is one of the most important elements if you are trying to drive customer satisfaction. It can help to create and maintain loyalty among your customers. If your customer service is good, it is a good reflection on your brand. It may not help to advance your reputation in a significant way but if your organization offers poor customer service, it can create a lot of negative publicity. Handle customer issues in a delicate manner. Customers will always blame an organization when things are not handled properly. This happens even in situations where the customer is clearly wrong. Bad customer service can damage your reputation and it is often difficult to repair it. Customer service should be a priority especially in this era when most people use social media and share their experiences. Use your customer service to attract more customers and retain existing ones.
Throwing self-service and social media into the mix can really spice up the customer service experience. Customers want to feel like the company is ahead of time using technology that works. Self-service makes enterprise software clear, simple and engaging and can reduce costs that come to the customer service department. WalkMe offers an enterprise class guidance platform that will drive customer satisfaction.
It is easy to drive customer satisfaction with good prices, customer appreciation, and creating a good impression through customer service using enterprise technology that eases the use and makes customers happy with the experience.
Stefanie Amini is the Marketing Director and Specialist in Customer Success at WalkMe, the world’s first interactive online guidance system. She is chief writer and editor of I Want It Now, a blog for Customer Service Experts.Follow her @StefWalkMe