The importance of customer satisfaction in business

Customer satisfaction should be at the heart of any business. You should train your team in how to provide excellent customer service and the positive impact it can have on the wider business. For example, happy customers often lead to increased profits and motivated employees.

Customer satisfaction (often abbreviated as CSAT) is a measurement of how happy or unhappy your customers are with a company’s products, services and experience. A whopping 76% of consumers view customer services as the best test of how much a company values them. Your marketing plan should focus on how you can improve customer satisfaction and retention. It’s important to have consistent and strong company branding so that your customers recognise your business in the market.

Good customer service can lead to repeat orders, loyal customers and a better social media presence. Of course, all of these factors will improve your business success and atmosphere among team members. Everyone wants to work for a company they are proud of and have faith in. For example, First Direct, Waitrose and Lakeland are known for having excellent customer service teams and customer satisfaction.

Here are a few ways you can improve your customer satisfaction levels.


Say thank you to your customers

It’s important to thank your customers for investing in your business, especially if you run a smaller company. Send flyers and thank you cards to loyal customers and add a personal touch with a handwritten note from your customer service team.


Keep your promises

If you say you’re going to contact a customer, contact them as soon as possible. Often customers are left waiting for a reply on the status of their order or payment. These customers will find another supplier to get their products from and may even give your team a bad review.


Use social media

Social media channels are a brilliant way to connect with customers on a one-to-one basis. Advise your customers to send their queries via Instagram or Facebook so you can easily see them and respond. You can hold Q&A sessions and live tutorials to answer your customer’s questions and show them how to use your product.

Make sure to stay engaged with your customer base on social media so they don’t forget about your service or product. Social media is also a great way to reach out to other brands and learn about their marketing strategies. You may even start a collab!


Reward cards

If you’re a larger brand, individual thank you cards aren’t always a possibility. Instead, form a scheme so that customers can earn rewards from multiple purchases – for example, discounts and free samples. Reward schemes encourage customers to invest in your business again and to try out new products.


Customer satisfaction is an integral part of marketing and business ownership. Look at your business strategy and evaluate how you can improve your customer service.


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