Customer satisfaction is a key client perception metric. At its core, it describes how well clients feel a brand serves their needs.
Personalization, timely service, proactive support, feedback integration and loyalty rewards—are just a few concepts that businesses can leverage to increase customer satisfaction and build lasting client relationships.
In this guide, we’re exploring customer satisfaction in detail and breaking down five ways businesses can increase satisfaction to produce positive results (and returns).
It’s more important than ever for brands to lean into their customer satisfaction efforts. After all, satisfaction with service leads to repeat business and brand loyalty.
Recent data analyses reveal just why customer satisfaction is so important:
Many factors contribute to customer satisfaction, including customers’ perceptions of:
Customer satisfaction is deeply connected to brand loyalty, retention and company reputation in the marketplace.
Because customer satisfaction is a vital foundation for other areas of business success, it must be a top priority for brands. Satisfied customers are anecdotally and statistically more likely to become loyal brand advocates; the statistics above represent just a fraction of the data that support this correlation.
Customer satisfaction facilitates positive word-of-mouth messaging. When customers are satisfied, they’re more likely to:
These activities alone can have a direct impact on revenue:
Put simply, customer satisfaction and business growth go hand-in-hand.
So, how can brands increase customer satisfaction? Let’s explore five real strategies brands can implement to boost satisfaction (along with loyalty and revenue).
Personalization is vital for today’s brands. A recent study revealed two key metrics about personalization that businesses should take to heart:
There are ways to personalize your marketing content and customer service experiences without having to start from scratch:
Something as simple as a text message using a customer’s name or mentioning a product they viewed or purchased in the past could elicit a positive response. For a retail brand, that text could look like this:
Hi [Name]! We saw that you added [Item Name] to your cart. Check out in the next 24 hours and get 10% off your purchase with code [CODE].
Customer service data collected reveals that:
For today’s businesses, time is of the essence. But how can businesses speed up their service functions (like order fulfillment) and customer support processes?
Brands that leverage automation tools, introduce new channels and use customer data to provide more streamlined service have an increased capability to proactively resolve customer issues.
That could look like:
Here are some sample messages brands could use for each of these scenarios:
Hi [Name]! Unfortunately, your order will arrive a little later than expected. We estimate that your item will arrive on [Date]. We’ll update you with any future changes.
Hello [Name]. We wanted to follow up on your purchase of [Item Name]. If you have any trouble with the item, please respond to this message; we’re happy to help!
Hi [Name]. Your support ticket number is [X]. We’ve sent your request to our customer service team, and we’ll respond within [#] hours via [channel]. Thank you for contacting [Company Name].
Customer feedback and surveys are an excellent way to gauge customer satisfaction. They can also tell your customers that their opinion is valuable to your business, which can help them feel more connected to your brand.
Businesses have a variety of opportunities to send surveys or ask for feedback from current and prospective clients:
Brands can also request Google reviews from current customers. Reviews benefit both:
Here’s a sample text brands can use to request a review or survey response from a customer:
Hi [Name]! Thank you for choosing [Company Name]. We hope you’re satisfied with your purchase of [Item]. Would you mind [filling out a survey/leaving a Google review] about your experience? The process should take just a few minutes, and your submission can help us provide even better service in the future. [Link]
Brands can boost customer satisfaction among loyal, repeat customers by rewarding them for that loyalty. Some common loyalty rewards include:
Loyalty programs boil down to recognition. When companies recognize and reward repeat customers, they can make those clients feel like they’re important to the brand. Recognition is key to building a strong relationship with a customer: another building block for increased customer satisfaction.
Brands can improve customer satisfaction by offering personalization, increasing efficiency, taking a proactive approach, evaluating customer feedback and rewarding loyal clients.
Across all of these strategies, customer connection is critical. And your brand can reach clients where they spend the most time: on their smartphones. With SMS services from Textedly, your business can send promotional messages, provide a text-based customer support channel, collect Google reviews and so much more.
Start your 14-day free trial and reach your customers via text today.
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