For businesses, making sure customers are happy is an important step towards gaining customer loyalty. Happy customers not only buy your products but also suggest them to their social circle and eventually turn into your brand advocates. When a customer buys something from you, he/she not only expects product quality but also an extraordinary overall experience it brings along with it.
How you make your customers feel when they buy something from you is what will determine their state of happiness. Companies that understands this can win the hearts of more customers. Let’s look at some steps organizations can take to achieve a higher level of customer happiness.
Encourage Customer-Centric Culture
Businesses that keep their customers interests in mind continue to remain popular in the long run. In this regard, maintaining a company culture which ensures customer-centricity will lead to more contentment for those coming in contact with the particular organization. There are several ways in which such a culture can be created. For instance, it can be incorporated within the company manifesto and employee handbooks to ensure the right message is spread across the organization. The management of the company should make sure it is leading by example to create scenarios where customer needs are given priority and their concerns are handled efficiently. Rewarding those who are going the extra mile for customers is another way of acknowledging and promoting this culture in the organization. Organizing customer service training programs for your staff regularly where the importance of customer experience is reiterated will help shape the right culture.
Deploy Methods to Measure Customer Happiness
There are several tools and methods to measure customer happiness. For instance, touchscreen kiosks can be installed at retail outlets where customers can be asked to rate their experience upon exit from the store. Getting in-the-moment feedback, will help determine customer satisfaction levels. With the help of kiosk surveys you can get an instant response from customers about their experience and happiness.
Similarly, maintaining an active digital presence is essential. Be sure to keep a check on what your customers are talking about on social media, track your mentions on every marketing channel and see if there is any expression of disapproval or concern that needs to be addressed. Monitor what’s being said about your brand, get involved and respond accordingly. Welcome customer opinions to identify areas of improvement. Listening to your clients will not only uncover new opportunities for you, but will also keep you updated on how satisfied or dissatisfied they are.
Focus on Building Relationships
Building healthy relationships with your clients is important since it will help you gain their trust. Regularly staying in touch with customers will strengthen your bond with them. Offering them something extra is also a great strategy to make them remember your business and helps fortify the bond.
Similarly, loyalty programs not only help you keep your customers happy and motivated but also help gather necessary information on their buying patterns. A loyalty program could consist of a free product sample along with every purchase, occasional discounts, coupons of your customer’s favorite restaurant or movie, or redeemable reward points etc.
Occasionally giving out flowers, free coffee, treats or gifts to your customers with handwritten notes tagged along every freebie helps generate more smiles. Frequently reach out to your customers in different ways to make them remember you and show that you care.
Reciprocate and Add a Personal Touch to Interactions
Whenever a customer comes in touch with your business, make sure you are making him/her feel special. Dedicate resources towards adding a personal touch to your relationship with customers. Everyone loves to feel valued, and by making them feel that way, happiness and loyalty can be attained.
In order to create a happy clientele, you need to create the right experience at every touch point based on customer preferences. Gather information at each point of association, become acquainted with their needs and concentrate on how you can add more value. Once you do your homework on customer interests and buying patterns, make sure a gratifying experience is delivered throughout the customer journey so your customers feel close to you. Developing an emotional bond on every interaction, either with words or gestures are bound to ignite a feeling of happiness. For instance, being greeted by a smile upon arrival to your business outlet, being surprised by free trials of items or receiving unexpected gifts always induces interest and leaves a mark. A pleasant surprise like a complimentary dessert after a meal at a restaurant, an unexpected discount or remembering them on special occasions by sending them personalized cards along with a gift are small steps towards making them happier.