Quick Tips for Customer Satisfaction

Everyone has heard how important it is to have good customer satisfaction. This is so vague and intangible that it is not implementable. A scary statistics is that 55% of consumers say that a company’s failure to resolve a problem in a timely fashion drove them away. Driving your customers elsewhere isn’t a good thing.

Second, customers today have a voice on the Internet. A poor experience is the biggest root cause of social media issues for companies. The unfortunate truth is most could have been avoided.

Some companies have tried really hard to make their customers happy, yet their customers dislike them. What is going on?
In the world of connecting with customers over the Internet, customers have come to expect a swift response from a company. If the Internet is available 24/7/365, why isn’t support available on a similar schedule?

Here’s a perfect example. You customer has a problem. They go to your website. They find the contact page, fill out the form, and click on ‘Submit”. Then the waiting game starts. How long do they wait? Hours, days, weeks, or even months? I actually had a company respond to me 3 months later! You may think you are doing well if you respond within 48 hours, but your customer may not. Your delivery of customer support may not be what your customer expects.

So why does your customer expect something different? If you haven’t explicitly told your customer what to expect, then they will make assumptions about the support they will receive. Dissatisfaction comes when expectations meet reality. In this case, you’ve let your customer set the expectation and your company provides the reality.

Tips for Making Your Customers’ Happy

1) Make it really easy to find the Contact page on your website. It should be visible. When the user has to hunt around for the contact information, it leaves the user with the impression you don’t want to help.

2) Your company should set the expectation for support, not your customer. Tell your customer what to expect on your website, don’t just offer them a contact page to fill out. Be clear. Otherwise your customer will make assumptions.

3) Take a cue from Disney and exceed the customers’ expectations. Disney overstates wait times for lines. Why? Because if they say it’s a 30 minute wait and you only have to wait 15 minutes, you are happy. Promise what you are sure you can deliver on and then exceed it. You’ll thrill your customer.

4) Take time to explain your product to your customer. Almost 40% of support calls would have been avoided if the company had provided good documentation.

5) Notify your customer or user about issues even if they didn’t notice them.

6) If you are offering something to your customer for the snafu, offer them discounts and the like that are not insignificant.

2 Responses to “”

  1. i love your blog, i have it in my rss reader and always like new things coming up from it.

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