How to Improve Customer Satisfaction? Amazing Tips for 2023

  • October 20, 2020

The importance of customer retention cannot be understated. It’s ultimately five times more expensive to acquire new customers than to retain current customers. Prioritizing customer satisfaction can help businesses improve their margins and increase their bottom line.

Customer Satisfaction Tips for 2020
Tips to Improve Customer Satisfaction

2023 is a unique year in consumer behavior and customer service needs and will likely have lasting impacts.

Top 12 Amazing Tips to Improve Customer Satisfaction

1. Treat Your Employees Well

The crux of excellent customer service is ensuring every touchpoint is a positive experience. As employees are the frontline workers who interact with customers, treating them well has a ripple effect. 

Tips to Improve Customer Satisfaction
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Create a positive company culture that offers opportunities for growth and self-care within the organization. Taking the time to listen to employees, empowering them to make decisions, and providing feedback will pay dividends. A happy employee will be more productive and engaged when interacting with customers. This experience will help customers get the desired outcome while having a positive interaction, leaving them satisfied.

2. Value Their Time

One of the best things your business can do to improve customer satisfaction is to value the customers’ time. Use apps like Talkdesk that can streamline communication, such as a callback request or an autodialer with resources outlining how to use these tools efficiently. If you run an eCommerce business, you can also use an eCommerce business plan to make strategies and grow the company and the BigCommerce App, where your customers can search for and buy products in custom packaging in a more simplified way.

Tips to Improve Customer Satisfaction
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Use data analytics regarding call times and wait times to determine where there’s room for improvement. This information could indicate whether your business’s issues result from improper staffing or something more profound.

3. Be Accessible

Many companies are taking an omnichannel approach to customer service so that customers can reach them how they prefer. However, improving your accessibility means more than having text, social media, and email options— it means being responsive and timely.

Tips to Improve Customer Satisfaction
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Consider how your company can be more accessible and what resources you need to make it happen. Hiring a virtual assistant to manage your social media, e.g., Facebook comment moderation, can help improve customer communications on that channel. You can use a Facebook comment moderation tool to manage all comments more effectively. Putting call center software in place can create a centralized, streamlined, omnichannel data bank. Your eCommerce store should also be optimized for the best customer experience, either by utilizing your already owned stores or moving it to WooCommerce or any better platforms.

Ask them what they prefer when you doubt how to communicate with customers.

4. Use Clear Messaging

Much of customer satisfaction comes down to managing expectations. Businesses can do this by using clear messaging. If your Facebook page is unmonitored, add a pinned post that tells concerned customers how to reach you. You can use an automated response for your DMs as well.

The point is to direct customers through the proper channels, so they don’t feel ignored or valued. The clearer and more concise your messaging, the less chance of miscommunication.

5. Collect Feedback

Reach your customers regularly to collect valuable product feedback about their experience. Include a brief survey after customer service calls, order deliveries, and other key touchpoints. The feedback collection process is a fantastic way to determine what your company is doing well and where improvements should be directed.

Tips to Improve Customer Satisfaction
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Don’t hesitate to ask leads and unconverted customers why they aren’t purchasing your products or services. Doing so may present an opportunity to evaluate new payment plans or identify friction in the transaction process. This is just a basic idea of how to manage customer feedback. If this concept is used effectively, you might see an improvement in your overall customer satisfaction score.

QR Codes are an excellent way to collect feedback from your customers. Use a QR Code generator that allows you to create Google Form QR Codes to collect feedback easily. With QR Codes, you can easily keep track of all your customer data and implement necessary action.

6. Limit Escalations

Another friction point that limits the potential for customer satisfaction is the experience of being passed around from one agent to another. Companies should put processes in place to avoid escalations so that customers can get the help they need from one person.

While there are a few ways to limit escalations, one powerful strategy is to empower employees to handle a problem themselves. Put a checklist in place to ensure the employee has tried everything in their power before passing a customer along to someone else— preferably while reducing time spent on hold. Callback options are a complementary strategy for reducing escalations.

7. Manage Online Reviews

Online reviews play an influential role in modern consumer behavior. In fact, some studies show that 92% of online shoppers consider online reviews before completing a transaction. These reviews are social proof in a world dominated by fly-by-night operations that leave customers battling with PayPal for a refund.

Take a strategic approach to manage your online reviews. Respond to all reviews— both positive and negative. Responding to negative reviews is an effective way to fix the error and have the review removed or to correct issues within the business. Either way, this exercise improves customer satisfaction.

Companies should also take a proactive approach to collecting customer reviews by creating a streamlined follow-up process.

8. Be Proactive

Managing customer reviews isn’t the only opportunity for being proactive. Companies should strive to be proactive rather than reactive regarding customer service. 

Tips to Improve Customer Satisfaction
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Create a proactive outreach program that encourages customer service representatives to reach out to customers after making a purchase. The outreach efforts can include free training or support calls to help mitigate a learning curve or give customers a voice to highlight any struggles they’re experiencing. Companies can solve a problem by being proactive before a customer gets upset about it.

Read More: How B2B SaaS Companies Can Scale Up Their Customer Experience?

9. Use Personalization

People want to feel special in our technology-driven modern world. Using a customer’s name can spark a connection that improves customer lifecycle and satisfaction. Create robust customer profiles that outline their likes, birthday, loyalty anniversary, cart abandonment objects, etc., to create curated experiences that cater to their wants and needs.

10. Reward Loyalty

Now more than ever, customer loyalty is of the utmost importance. 75% of consumers have changed brands during the pandemic, opting for better value during trying times. The businesses that survived this shift prioritized customer loyalty and giving back to their engaged community during the height of the pandemic. 

Now is the time to shift your business’s marketing focus to customer retention and reactivating churned customers. One of the best ways is to create and benefit from a customer referral program to improve engagement and satisfaction. Offer rewards and incentives to showcase what value you bring your customers, keeping in mind that many are experiencing financial hardship. Showing your customers will improve satisfaction and keep them around for the long haul.

11. Use Social Listening

Social listening is a powerful way to see what your customers say about you online, even when they don’t use a review. You can practice social monitoring & listening using tools like Hootsuite and Google alerts to notify you when someone mentions your brand, product, CEO, etc.

Social listening is often more reliable than reviews when understanding brand perceptions and consumers’ wants. Using these insights to shape a path forward can help improve customer satisfaction over time.

12. Turn Analytics Into Action

Many companies look at customer analytics to better understand what’s happening in their business. The challenge is executing change based on those findings.

Set your business apart by turning your analytics into action. If you see a significant percentage of your website traffic bounces on a specific page, make updating that page a priority. If your call center analytics indicate that problems aren’t solved during the first call, target that area for improvement. Collecting data is one thing; using it effectively is another.

With these strategies, you can improve your customer satisfaction and business continuity. 

Thousands of businesses rely upon Scalefusion for managing their mobile device, desktops, laptops and other endpoints

Renuka Shahane is a Sr. Content Writer at Scalefusion. An engineering graduate, an Apple junkie and an avid reader, she has a 5+ years of experience in content creation, content strategy and PR for technology and web based startups.
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