As important as efforts to generate new leads and obtain new clients are, keeping clients happy so they will stick around long-term is far more important. A recent study by the White House Office of Consumer Affairs showed that it costs about six to seven times more to attract a new client than to retain an existing one.
This means that companies should go to great lengths to ensure that their customers are happy, because just one bad customer service experience is highly likely to stop a client from doing business with you. An added bonus is that happy customers are more likely to recommend your company to their connections. Here are our top five tips to increase customer happiness and loyalty to your brand.
Develop a Relationship With Your Clients
One of the best and easiest ways to make your customers happier is to take a genuine interest in them. It’s important to ensure that your clients feel valued by you and your team. They will be more likely to stay with your business long-term when they feel that you view them as individuals and not just as a means to an end. Don’t just talk with them when there are issues or concerns.
The depth of these relationships will vary from industry to industry, but you should make every client feel important.
Always Respond in a Timely Manner
A Nielsen-McKinsey survey found that customers were almost twice as likely to recommend a company with quick but ineffective service compared to slow and effective service. Obviously you should never attempt to give an ineffective response, but this survey shows the power behind a quick answer for clients.
Even if the resolution to their concerns will take some time, make sure to keep your clients updated as often as possible so they know their time is valuable to you.
If your customer is waiting days or even weeks to hear about the solution to their problem, that may very well be the last you’ll ever hear from them. Customer service can strongly indicate to your clients how much value they add to your business. Don’t send the wrong message by taking too much time to respond.
After you’ve helped a customer or had any contact with them, you can boost their happiness by following up. This will show that you really cared about finding a solution for their problems and are still thinking about them. You can follow up easily by crafting a customer survey to send after interactions to know exactly how they felt after talking with you.
Use yes-or-no and open-ended questions that have been carefully thought out to give you a great insight into how well you are achieving your company goals. If you do have an unhappy customer, this will help you to pinpoint why and how to make the appropriate changes to ensure that never happens again.
Listen to Your Clients
No one knows your product and the best improvements you can make like your clients do. Not every suggestion that they make will be completely feasible, but you should have effective communication that shows them that you value their opinions. When customers recognize that they are heard, they will feel more satisfied working with you.
Use the Top Technology
The best customer service in the world can only go so far if you don’t have a user-friendly product. Always be on the lookout for user-friendly products that can simplify your customers’ lives by providing technology to streamline their processes. Having a user-friendly product greatly reduces the amount of time you have to spend dealing with customer issues, which allows for more time to develop customer relationships.
eFileCabinet offers a top-of-the-line document management system with a user-friendly interface that can improve your clients’ lives by providing eSignature capabilities, form fill, and a secure platform to exchange information.
Providing your customers with an excellent experience is a nonnegotiable element of every business across every industry. No business can survive without keeping current customers around. Put your clients first and your business will thrive.