Happy customers are the fuel that keeps your business running. If customers are unsatisfied with the experience they have with your company, they won’t return in the future and they won’t refer anyone else to come to you for your goods or services. In this way, low customer satisfaction can actually drive your company out of business quite quickly. This is what makes improving your customers’ experience such a great resolution for the New Year. We’d like to offer you a few helpful tips for improving customer satisfaction so that your business can keep growing and thriving.
Measure Current Satisfaction
The first thing you’ll need to do is to get some sort of idea about how your customers are feeling about your company right now. Set up a survey either online, over the phone, or in your store or office. Ask your customers where they think you can improve your customer service and how you can improve their overall experience. Ask them what their overall satisfaction level is on a scale of 1 to 10.
Once you know how your customers are feeling, you can pinpoint areas that need improvement and begin working to boost their overall satisfaction.
Talk to Employees
Since your employees are the ones interacting with your customers, they are going to be the ones who directly influence customer satisfaction. So take the time to meet with all of your employees and discuss your new goal. It may also be beneficial to have them offer ideas on how to improve customer experience. Perhaps your employees are spending too much time on other tasks, and they don’t have the time to dedicate to giving customers a great experience. These sorts of issues can be brought to light when you sit down and have a frank and open discussion with your employees.
The Right Tools
Once you know the problem areas from both your customers and your employees, you need to put a plan in place and leverage the right tools in order to make the necessary changes. The tools and plans you need will vary depending on the specific issues you’re facing, but let’s take the situation mentioned above as an example; your employees are spending the bulk of their time dealing with other tasks, like data entry and document filing, so they don’t have the time needed to focus on giving a great customer experience.
If you want to help them to give customers the service they deserve, then you need to give your employees the tools they need to do their jobs more efficiently. In this situation, implementing a paperless document management system like eFileCabinet would free up hours of time every week for every employee. And with features like Zonal OCR, data entry and filing can be almost completely eliminated from their to-do lists, giving them more time to focus on your customers.
Changes like these can make all the difference in the world when it comes to increasing customer satisfaction. If it’s your resolution to give customers a great experience this year, then just fill out the form on this page. We’ll help show you how document management software can give you happier customers.