Customer satisfaction is the key to the success of any business. It is important to constantly refer to what your customers are saying to know what to improve about your business.
Here are 3 main marketing tools to consider when trying to enhance your customer satisfaction
Ask customers what they think
Most businesses get their marketing communication wrong because they assume things rather than finding out what consumers think.
The easiest way to find our what your customers think is to seek feed back from them. This could be one either via traditional surveys or questionnaires. It is much better to ask questions to your customers during or right after a service is rendered rather than trying to amend issues once customers post their testimonials online.
Responding to online comments effectively
In today’s digital marketplace, consumers usually make purchase decisions based on negative or positive online reviews. Therefore, it is very important to manage your online appearance and the comments your consumers place online.
Customers also have access to how you responde to each comment and how you handle your upset customers which will affect their purchase decision in real time.
Doing a market research periodically helps you analyses your position in the market.
Getting in touch with current and potential customers is the best way to gather information about your positive and negative performance. Utilizing focus groups, interviews, online surveys etc. to conduct an effective market research will defiantly help your business correct what you are doing wrong and keep up or improve what you are doing right.
Do you know what your rivals are doing?
Which ever industry your business is in, there are competitors consumers will consider to switch to. It is important that you know what your competitors are doing right or wrong to ensure customer satisfaction.
Analyzing your competitors can also be part of your market research. It can be done via visiting your competitors online appearance, analyzing their pricing and marketing strategies or their customer care programs. Either way you need to closely follow what your rivals are doing to effectively compete in the market.
Do you need help with enhancing your customer satisfaction? Speak to our marketing professionals at Elby Marketing today.
Coelho, Pedro S, and Jörg Henseler. “Creating Customer Loyalty through Service Customization.” European Journal of Marketing, vol. 46, no. 3/4, 2012, pp. 331–356.
M. Upadhyaya. “Customer Satisfaction Measurement: an Empirical Study.” Journal of Economics and Business Research, XIX, no. 2, 2013, pp. 54–61.
Nicol, Dave. “Turn Those Bad Reviews around: How Should I Respond to Negative Reviews of My Practice That Came up during a Google Search?(PRACTICE MANAGEMENT Q&Amp;A)(Interview).” Veterinary Economics, vol. 53, no. 4, 2012, p. 8.