Companies that want to build a customer base of satisfied and loyal customers need to recognize that there are many drivers that drive customer satisfaction.
Savvy executives know that one of their most important and potentially most trusted company assets is long-term customer relationships. Trying to gain competitive advantage through new products is a frustrating game in which short-term leadership often evaporates quickly. But by taking action to increase customer satisfaction, a company can build long-term relationships with customers and increase customer loyalty. Moreover, even a small increase in the level of customer loyalty can bring a significant profit to the company. For example, in the 1990s, McDonald’s calculated that if regular customers made one additional visit to the chain’s restaurants per week, this would increase the company’s annual revenue by more than $10 billion.
Customer satisfaction is one of the most important metrics you can keep track of as you grow your business. The experience people have when interacting with your online store, and in particular their satisfaction while traveling, influences a wide range of decisions they will make in the future.
Their choice can directly affect your sales as well as engagement and brand awareness. For example, if someone was satisfied with their purchases, they are more likely to tell their friends about it. Through word of mouth and social media marketing, more people will be able to learn about your company and become its customers.
Your retention rate also depends in part on customer satisfaction. When people are satisfied with an online store, they are more likely to return for future purchases. The result is more sales and a target audience.
If you’re wondering how to improve customer satisfaction on your eCommerce website, we’ve got you covered. Today we’re going to show you some smart ways to improve the user experience on your site and use that information to improve and grow your business.
The checkout process is one of the key moments when consumers decide if they like your company. We’ve all visited online stores with complicated checkout pages that make it impossible to complete a simple order. As a result, we don’t usually return to these websites a second time, right?
You don’t want to put your customers in that position. Instead, we suggest spending a lot of time optimizing the entire checkout process. Start by adding a shopping cart with a subtotal to every page of your store. You don’t want people to struggle to find the items they want to buy because at this point most people will just walk away if they run into problems.
Speaking of shopping carts, try to include applicable taxes and shipping charges before the last checkout page, if possible. Believe it or not, 55% of cart abandonment cases are due to unexpected expenses. You can minimize cart abandonment and increase satisfaction by showing people the right price early in the shopping process.
It is also important that your shopping cart is easy to use. Clients should have no problem adding, changing, or removing items from their list. Similarly, you can improve sales and satisfaction by allowing people to use the guest checkout as an option if they don’t have time to create an account. These small quality-of-life features can make a huge difference in user experience, making customers happier.
Personalization is an invaluable marketing strategy that should be used across all platforms. Looking specifically at email marketing, adding personalized content to messages can lead to a 6x increase in conversions.
Similarly, displaying highly relevant content on the site and on social media will lead to more email signups, sales, and other on-site interactions. The best way to provide personalized content is to create buyer personas that represent the people who visit your site the most.
Use this information to create customized marketing campaigns to meet the needs of these customer groups. When you meet someone showing behavior related to a particular segment, you can send a personalized offer and information.
Consumers are more receptive to personalized messages because they contain the information they want to read about. Use this to your advantage and find ways to provide your customers with more personalized content and offers to increase their satisfaction.
Next, let’s talk about customer success. Success is different from support because support is based on the fact that there is a problem that needs to be solved. Success, in contrast, aims to help happy customers get more out of their purchase.
There are many ways to put success at the forefront of your website in order to attract more satisfied customers. One of the most popular ways is through your blog. Create content that explains the use cases for your product and include user-submitted stories whenever possible. Your goal is to paint a picture that will give users new ways to enjoy your products.
This type of content will not only help you get more subscribers to your blog, but it will also lead to more people having a positive experience with your site. Selling a product to someone is easy, but showing them how to use it meaningfully is the key to solidifying your value proposition and ensuring customer success.
The final piece of advice pertains to considering positive and negative reviews. There are quite a few places where people will talk about your brand. Social media platforms like Twitter are the perfect place for many consumers to rate products for their peers or comment on how they are treated in a particular business.
If you want to improve customer satisfaction, you should use this information and improve it where possible. Learning about areas where you need to improve can help you make changes to your campaign, website, and support strategies. When you make the right calls, you will see a dramatic increase in engagement and satisfaction.
You can also check reviews of your products. Online product reviews can increase conversions by 270%, so it makes sense to allow users to leave reviews for each of your products. Take some time to analyze both the good and the bad so you can see where you stand.
Use this information in the right way and you will start seeing happier customers when they respond to your changes. Soon you will have a business full of satisfied customers who will be more than happy to tell their friends about your business and come back for repeat visits. If you need the help of an experienced customer support team – please fill out the form and GotYourBack Support team will contact you.