Think you got the best product or service in the world?
That’s great but it won’t market itself. Of all the different tactics out there, the best one is still word-of-mouth marketing.
After all, one happy customer can lead to 10 or more. How do you make sure customers leave satisfied and willing to come back? How can you impress clients and motivate them to spread the word to friends or write reviews?
We’ve got you covered! Check out these top 10 tips to keep your customers happy:
1. Know What They Want
Do you aim to have a happy customer every day? The most important step to achieve this goal is to know what they want before most customers realize it. You have to anticipate what they like and create a product or service that hits that sweet spot.
You can achieve this with the help of polls, surveys, and AMA sessions on Reddit.
2. Emphasize Customer Convenience
If you want happy customers, prioritize their convenience. The fewer issues they run into and the fewer steps they go through, the better.
This means reducing check-out procedures to only a page or two. Make sure you offer multiple payment methods and that your business can process a wide variety of credit cards. Always have a customer service line available, even if it’s only a chatbot on Facebook Messenger or your site.
It shouldn’t take an eternity for customers to get in touch with you. It shouldn’t be hard for them to change their shipping address or to schedule your services.
3. Improve Response Time
Speaking of customer service, make sure you improve your response time. It shouldn’t take more than a few hours to reply to a comment or an email. If you can, use an AI system to send automated replies first but make sure there are ways for a human representative to deal with specific difficulties and concerns.
As mentioned, you can boost response time with a chatbot. This ensures customers get some kind of reply as soon as they contact your business.
If you can’t afford a chatbot system yet, put up a schedule regarding replies and comments. Let your customers know what days and times they can contact you and get an immediate response.
4. Value Word-of-Mouth Marketing
Customers value positive reviews from other customers. If you can showcase good Google reviews or ratings on Yelp, the better. Let customers see that other people came back happy after doing business with you.
Highlighting reviews, whether good or bad, also lets customers know that you pay attention to their voices. Showcasing reviews and valuing word-of-mouth indicates you won’t hide what they have to say regarding your business.
5. Track KPIs
As mentioned, you’ll want to know what customers want before they do. Other than polls and surveys, you can achieve this by tracking certain Key Performance Indicators.
You can also ask questions after a customer service call or chat. Some of the things you need to ask and track include:
- CSAT (Customer Satisfaction)
- ART (Average Resolution Time)
- NPS (Net Promoter Score)
Not sure where to start? You can ask something as simple as “How likely will you recommend our business to a friend” to get an NPS. To get a CSAT score, simply let your customers give a star rating to judge how satisfied they are with your services.
Use tools like HootSuite and Google Analytics to study the behavior and actions of your customers. Take a peek at where they discover your content and which pages they spend the most time on.
6. Maintain Communication
Helping customers maintain communication is a key factor in keeping them satisfied. There should always be channels to let them engage with your business.
First, there is a need for direct communication. Make sure people know how to get in touch with you for important inquiries. This is where your contact number and physical address come in handy.
You’ll then need an avenue for general concerns. You can open up a chatbot on your site or social media platform to deal with basic questions like how to sign up.
Make sure you reply to comments on social media posts. You’ll need a tool like Buffer or HootSuite to manage all your accounts simultaneously.
7. Improve Your Site’s UX
Yes, people will leave your site if it takes longer than a few seconds to load. Why is this relevant to maintaining happy customers? A slow website frustrates people and that’s the primary reason why they leave!
However, site speed isn’t the only thing you have to improve to keep people happy. You have to focus on improving your whole site’s user experience (UX).
For example, it should be a breeze to go back to the top of a page after reading a whole article. It shouldn’t take too long to find a specific blog post or find your contact page.
8. Provide Relevant Ads
Ads can get annoying. However, you can make sure you only show specific types of ads to specific types of people.
How do you achieve this?
You can start with Facebook Pixel. This is a simple code you add to your website.
It tracks conversions on your site. This means someone who visited your site and bought something will start seeing more ads for similar products the next time they log into Facebook.
9. Manage Expectations
Some customers leave unhappy because your business didn’t meet their expectations. Prevent this from happening by setting expectations early. Manage customer expectations before they become impossible to meet.
A simple Reddit AMA or a poll can resolve this. Ask about their expectations, what goals do your clients want, and what do they want to achieve out of working with you.
10. Transparent Promos
Promos are always a good idea. Giving discount vouchers, offering free shipping, or packaged deals like a buy-1-take-1 promo easily bring in more consumers. However, you’ll disappoint and frustrate them if you fail to remain consistent and transparent.
For example, if they can only avail of free shipping if their order amounts to $25, make sure they see this detail. You don’t want a customer ranting because their order amounted to $20 and they didn’t get free shipping.
Put the promo front and center. Advertise it to your consumers. However, make sure you don’t hide any terms and conditions!
Aim for a Happy Customer!
Follow these 10 tips to always have a happy customer! It’s impossible to please everyone but these tips will guarantee most people checking out your business won’t leave disgruntled, disappointed, or frustrated.
That said, there are other important steps to making your business better and more profitable. The good news is we have a plethora of other articles to help you move forward. Don’t hesitate to take the time and read our guides today!