Why Is Customer Satisfaction Important To A Business?

There are many reasons you may question, why is customer satisfaction important to a business?

It is proven, if we improve our customer satisfaction this will have a positive impact on our profit!

Watch the video to find out more.

Claire

How I Love Starbucks… But Not Their Service.

I’ve always been a huge lover of Starbucks but I’ve always had bad customer service at Starbucks,

I once had a major addiction go their Caramel Macchiatos that anytime I passed I would grab one.

I’d have one every day after my gym workout and I even used to wake up early hours of the morning and go through the drive-through to get my fix.

I’m not even joking!

There’s something about their thick and creamy lattes that make me want more.

Ever since I was diagnosed with Reactive Hypoglycaemia I couldn’t have them a note, so I’ve moved on to peppermint tea but for me, the most frustrating thing is I loved the sweetness.

I also don’t have caffeine so anything I have has to be zero sugar and caffeine free. Exciting I know?

So every time they bring out a new product I’m really excited to learn if it’s something I can have.

Today I went to Starbucks and saw their new Tea Lattes which look like the healthy option I’ve been looking for. I can also switch to almond milk to be even healthier.

So far so good!

I then asked if they had caffeine in and the girl was like “I don’t think so..” looked on the packet and said, “Probably not”. I asked to also look on the packet and it said 100% green tea (which is usually full of caffeine).

At this point for me getting the shakes and feeling sick wasn’t worth the risk of her uncertainty, she also didn’t seem overly happy for me to be asking so many questions on a Sunday morning.

I went to another Starbucks and asked the same question and nobody knew?

So for me, this was a poor experience that could have easily been solved if training was in place for new products. Starbucks staff need to know the products inside and out.

If it’s caffeine-fueled and they told me – I’m happy, my question was answered (although I’ll still secretly wish they brought out caffeine free versions!)

This is something every shop selling to the public needs to know, your staff should be the source of all knowledge. If your staff don’t know the answer, who will?

If I receive good customer experience then I’ll spread the word.

If I don’t, I will tell people how dissatisfied I am. Both options affect the company in a positive or negative manner.

So Starbucks, I still am none the wiser – are your Tea Lattes caffeine free?

Does anyone else find when they visit certain stores you just don’t get the answers you want? Has anyone else had bad customer service at Starbucks?

Let’s start improving customer experience by becoming knowledge banks of our products. One company who does this exceptionally well – is Apple.

….Claire

How to improve Customer Loyalty

So you are interested in increasing your Customer Loyalty and creating a customer loyalty model?

What does this actually mean?

Well, we want our Customers not just to buy from us now and again, we want consistency.

We want them to pick us – before even considering any other Businesses.

We want their loyalty.

It’s a little bit like a relationship, you don’t want to be with someone who is playing the field, we want them to be solely interested in us, and us only. Right?

It’s the same in business.

But how do we do this? How do we keep them coming back for more? How do we make them want us?

It’s easy. Give them a reason to come back.

Some companies do this really well like by offering a loyalty scheme. For instance shops like Costa Coffee you can collect stamps for every coffee you buy and after so many, you get one free!

Another great way is if your customer makes a purchase from you, offering them 10% off their next visit, or £5 off will make them consider using you again, before going elsewhere.

These are great ideas for if you have a “product” you are selling and there is a demand for it.

But, what if we are selling a service, that is more of a yearly purchase or an upgrade oppose to a weekly essential?

For example, we don’t need to buy websites every week, we don’t need a new car every month and we don’t buy a house every year!

This is tricker but you can still achieve customer loyalty.

Consider this – what would make “you” buy from a company like yours again?

I believe in these cases we need to be considering providing an exceptional service for them to remember so they return to us later down the line, if you want to be memorable you need to think of ways to do this.

Firstly, I would ask them if they would like to sign up to your email campaign, constantly being in touch and providing free advice and knowledge is a great way to keep your customers at the forefront of their mind.

I would then look at incentives throughout the year, special offers and things like courtesy calls can be a great way of keeping in touch.

For example, if I have a client who has just finished their website with me, I could look at a few months down the line checking in to see how it’s performing, offer them some free tips and advice to improve it…

Reciprocation is huge is business.

It’s proven people feel almost obliged to return a favour (to buy something) if you offer something for free.

Imagine you are doing this throughout the year, of course, they are going to buy from you again!

A Customer Loyalty model doesn’t have to be difficult or take you hours and hours to implement.

Come up with a simple strange that works.

It’s also proven those that implement a customer loyalty strategy, will improve Customer Experience which will increase your business profit.

Something to think about, hey?

What do you currently do to increase customer loyalty?

Do you have a Customer Loyalty Model?

How do you like to be served?

I went shopping over the weekend and every shop I went into the asked, “How are you, is there anything you are looking for in particular?” or “What special item are you looking for today?”

For me, personally, I don’t like to be asked these questions. As I find them too pushy, I like to browse and if I get stuck or need something I’ll ask.

I think what I don’t like the most is sometimes I just don’t know if they will have something I like. For example, if I go in a shoe shop and say I did engage in conversation about what I’m looking for, they are going to try and sell me something they a) may be out of my price range or b) something I don’t like – then we have that awkward conversation.

How I’d prefer it is a friendly “hello!” or “hey, let me know if you need any help” instead of the direct questions.

I can then browse around freely and ask if I need any help.

I know their job is to sell.

I was a sales assistant for 6 years whilst studying at sixth form and university in a high-end jeweller – but I was never pushy.

I think the key is to make someone feel comfortable in your shop and then that leaves room for conversation later.

What are your thoughts on how you like to be served?

Do you agree or disagree?

 

 

Image Source: http://beautysbadhabitblog.blogspot.co.uk/2012/12/the-body-shop-vip-experience.html

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