Nothing has the potential to damage a company's reputation as badly as poor customer service. Whether it is about lodging the issue repeatedly or having to keep contacting an agent on the same issue or an administrative robot providing faulty solutions – inadequate consumer support can be very aggravating. How can you tell whether customers are happy? Repeat business isn't necessarily a sign of happiness, as exemplified by the concept of customers as hostages (when clients don't want to buy from you but feel like they can't do otherwise). Ensuring your customers are happy is not rocket science, but one simple combination of the right words, tone, and attitude is essential. In this article, I will discuss the 8 best practices for ensuring customer happiness at all times.
Measuring Happiness
But how on earth do we measure happiness? Is it even possible to measure such an abstract thing, a feeling, really? Each year, the United Nations releases its World Happiness Report, ranking the world’s countries based on the happiness of their citizens. Finland has been the happiest nation again for four years in a row.
It sounds like a challenging gig but the metrics used by the UN are pretty simple and relate to the content life of the people. Some metrics are life expectancy levels of corruption and the rate of using antidepressants. So maybe we can do something similar to create content for customers who are happy with our services.
8 Ways to Boost Customer Happiness
1. Do Not Measure the Wrong Things
Metrics such as the number of visitors to your site, the rate of conversion etc. are important. But they are lacking a crucial factor which is the feelings of your audience. You must think about their involvement and their satisfaction. It is very easy to miss this point but enhancing your customers’ experience is vital to your business.
2. Numbers Aren’t The Only Thing That Matters
A high number of followers or visitors does not automatically signify that you are engaging them. Or that they are enjoying your service. Their engagement would mean likes and shares and you can achieve this with a lesser fan base as well. So focus on growing a devoted base and not just greater numbers. You also need to gauge their sentiments and feelings behind their actions. Customers are more prone to express their complaints and not compliments.
3. Ask for Their Feedback
Directly asking for feedback could show you the positive sides of your business. They mostly have to be prompted so a simple trick can get you the best results. Something like a post-purchase mail or SMS sounds better than long, boring questionnaires. Also, you have to act on that feedback. Valuing their opinions is a surefire way to enhance client happiness. So work on things that need to be fixed and keep those aspects that please your users.
4. Fix Your Bugs
When things go wrong, make sure to follow up. It’s important to send “How Did We Do” texts but they are useless if you don’t follow up. Learning where you are going wrong is as important as knowing when you are right. Also, this helps you to be prepared for the future.
5. Know Your Products Like the Back of Your Hand
You must be familiar with your goods and services and know all their pluses and minuses. This way you can guide your clients in a manner that makes them happy and satisfied. Know everything that your brand has or does not have for a smooth customer experience.
6. Personalized Interactions
No two customers are alike. So it is only natural that their problems, queries and methods of expressing themselves will also vary. If someone’s impatient, explain to them why there’s a delay. Some are vague in the sense they do not know how to express themselves. Your best bet is to be patient and ask particular questions to get the right answer. If they are unhappy with your service, apologize and work on a resolution ASAP. Thus your personalized interactions will improve the feelings of happiness in your customers.
7. Right Words and Tone
The language and tone you use play a crucial part n customer service. While dealing with less than pleased customers or apologizing for a genuine mistake, ensure that your words and tone are correct. Also, take care of your and your customer’s body language too.
8. Transparency is the Key
Transparency helps build trust. And customers value companies that are true to their words. You can do this by keeping your clients in the loop while resolving any issue. Also, telling a genuine story of your brand makes you connect better with the customers.
Final Words
Customer happiness is more emotional than the world would like you to believe. We live in times of instant gratification so building a brand that values individuals takes time, effort and compassion. And even if a lot of it is subjective, these 8 steps can truly help your brand. But professional help always gives better outcomes when it comes to business. Helium CRM is a one-stop solution for all your marketing needs. If you want to know more, send us a message today!
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