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As a freelance graphic designer, my business thrives on high customer satisfaction. Therefore, it’s essential that I do everything I can to make them keep coming back to me to buy my products and services. Here are a few ways I do this:
- Treat them right
Give customers good treatment by being friendly and providing an excellent service to them as well as thanking them for their purchases. Dealing with complaints in a professional manner and having a problem solved efficiently also helps! A good thing to do is try to always put yourself in the shoes of your customer. I always try to deal with queries promptly, as I personally don’t like getting a late reply to my emails. I also would rather avoid dealing with a slow sales process.
- Offer loyalty rewards
This links to the previous point but needs a section of its own! Loyalty rewards are a must to maximise customer satisfaction. I like to offer freebies or discounts on future purchases. Loyalty rewards are a great way to thank customers for purchasing from your business. They also promote your products and services further. This helps to encourage customers in purchasing from your business over and over again. One of the businesses I’ve seen that implement this right are Morrisons. They offer points for every item purchased which can then be converted to vouchers once a certain threshold has been reached!
- Implement new additions
Whether it’s an e-commerce site or a physical store, it’s always a good idea to have new products or services available to purchase. I feature all new products and services on my Twitter page. This is because the majority of my customers are based there and they love seeing new things that they may be interested in purchasing. Introducing new products or services is a great way to build an audience for your business, so there’ll always be potential buyers.
- Complaints, compliments and suggestions
Be aware of the complaints, compliments and suggestions customers provide. These can help improve customer satisfaction by showing where your business is lacking. I take customer complaints seriously as they are important in showing me how to improve customer satisfaction. They also help me to correct my business process so that the same problem does not arise again. Reading compliments and suggestions can also be useful as it can help motivate you to continue providing excellent customer service. It can also make you aware of new ways to further your business.
- Monitor customer feedback
I’ve seen many organisation use the NPS survey nowadays such as Currys PC World. I think it’s a great way to gather information on your business process and how you can improve on it. It also allows your customers to interact with the way you run your business creating a mutual relationship. It’s also very simple as customers only have to answer a few questions via a scale of 1 to 10, so they won’t be disgruntled about wasting their time!
Until next time.