Satisfying your Customers

Customer satisfaction is crucial to the survival of any small business. If the people who buy your products and services aren’t happy with them, then they’ll be unlikely to return for more. Given that most of your trade will be done with existing customers rather than new ones, and given that it’s more difficult to attract a new customer than an existing one, keeping everyone happy is vital.

Moreover, customers who are dissatisfied are likely to spread the word, via review sites like Trustpilot, and by word of mouth. A bad reputation can be fatal to a young business. By going out of your way to provide satisfaction, you’ll be able to prevent this reputation from forming.

Let’s take a look at how you might do this.

Brand Consistency

Your website design, social media and real-world branding should be consistent with one another. This means a shared logo and font. This way, you’ll be able to inspire trust on a subconscious, instantaneous level. Just think about how readily you associate the most effective logos with the products they produce.

Customer Experience

Analysing the experience of your customers is critical to improving that experience. If there are any points of friction or irritation, you can smooth them over. If you’re an online business, this might mean streamlining the checkout process with the help of personalised accounts, which remove the necessity of having to re-enter payment information.

Responsive Website

An unresponsive website is likely to bounce visitors straight back to the search engine. Online shoppers have high expectations when it comes to responsiveness, and they can make decisions in a fraction of a second.

We should also bear in mind that many customers will be browsing your site on mobile devices – which makes it optimising for those devices essential.

Feedback

Your customers are going to have opinions, which they might want to express to your directly. This should be encouraged, and effective plans should be implemented to deal with complaints. Bear in mind that customers who feel that they aren’t being listened to will often take their complaint to Trustpilot or Google reviews.

Rewards

Modern reward schemes will help you to incentivise repeat custom, and to build a rapport with your customer base. Customers will appreciate the right kind of rewards – whether these be discount codes or special, limited-edition products. Implementing a loyalty program can therefore be highly advantageous.

Delivery

Providing customers with a range of options when it comes to delivery will help persuade them to come back for more. This means striking the right balance between speed, affordability, and tracking options. Certain packages are worth keeping a close eye on, and customers will be willing to spend more if they’re able to do so.

Aftercare

If you look after a customer once they’ve bought the product, they’ll be more likely to recommend your business to a friend. You might even ask for a review directly.