Tips & Tricks to Keep Your Customers Happy
The days of just offering a good product or service are long gone; now, it’s all about creating a memorable experience for your customers. Whether you’re a small startup or a well-established enterprise, enhancing your customer experience strategy can be a game-changer. It can help increase customer loyalty, improve customer retention rates, and even attract new customers through word-of-mouth marketing. But how do you improve your customer experience strategy and keep your customers happy? Here are some tips and tricks to help you get started.
Surveys
Surveys are one of the easiest ways to gather feedback from your customers. Whether via email, text message, or a survey tool on your website, you can ask questions to provide valuable insights into your customer’s overall experience. Survey Monkey, a popular survey tool, says, “Surveys can help you make informed decisions and take action based on customer feedback.” By collecting customer feedback, you can identify areas that need improvement and make changes accordingly.
When designing a survey to gather customer feedback, it is important to include relevant, specific, and easy-to-answer questions. Here are some tips on how to make your survey effective:
► Keep it short and simple: Customers are more likely to respond to a survey if it is short and easy to complete. Focus on asking only the most important questions and avoid using jargon or complicated language.
► Use a mix of question types: Use open-ended and closed-ended questions to get qualitative and quantitative data. Closed-ended questions (such as multiple-choice or rating scales) are easier to analyse, while open-ended questions allow customers to provide more detailed feedback.
► Use Likert scales: Likert scales are a common rating scale that measures customers’ attitudes or opinions. They are easy to use and provide a clear metric for analysing customer feedback.
► Include demographic questions: Demographic questions (such as age, gender, and location) can help you understand how different customer segments perceive your products or services. It’s important to provide an option for “prefer not to answer” to your audience or customers, as some individuals may prefer not to disclose specific demographic details.
► Avoid leading questions: Avoid asking biased or leading questions, as they can skew the survey results. Instead, ask neutral questions and allow customers to provide honest feedback.
► Test your survey: Before sending out your survey, test it with a small group of customers to ensure the questions are clear and easy to answer- testing will help identify any issues and make improvements before sending it out to a larger audience.
Net Promoter Score (NPS)
The Net Promoter Score (NPS) is widely used to measure customer loyalty. It’s a simple, one-question survey that asks customers, “On a scale of 0-10, how likely are you to recommend our company to a friend or coworker?” NPS is effective as it provides a clear, easy-to-understand metric that can track customer satisfaction over time. By asking your customers to rate their likelihood of recommending your company, you can quickly and easily see how satisfied they are with your products or services. Additionally, because the question is so simple, it is easy for customers to answer, which means you are more likely to get a higher response rate than a more complex survey.
Another benefit of NPS is that it provides a benchmark against which you can compare your business’s performance over time.
Social Media
By monitoring customer feedback on social media platforms such as Facebook, Twitter, LinkedIn and Instagram, you can quickly and easily see what customers say about their products and services. Use your social media content to identify areas where customers have a positive or negative experience and to inform decisions about improving their experiences.
For example, an online clothing store might use social media to monitor customer reviews and feedback. By tracking mentions of their brand on social media, they can quickly identify issues that customers are having, such as sizing or quality issues. They can then use this feedback to improve their products or customer service, resulting in happier customers and increased sales.
Here are our tips on how to measure customer experience on some of the most popular social media platforms:
► Facebook Insights is a powerful tool that provides valuable data about your audience, including their demographics, engagement, and reach. You can also monitor customer feedback by monitoring comments and messages on your page.
►Twitter Analytics provides information about your audience, such as demographics and interests. Track engagement, impressions, and mentions and learn how your customers interact with your brand.
► Instagram Insights provides data on your followers, including demographics, location, and engagement. Use hashtags and location tags to monitor customer feedback and track user-generated content.
► LinkedIn Analytics provides information about your audience, including their job titles, industries, and locations. Monitor engagement and track comments and messages to understand how customers interact with your brand.
Behavioural Data
Behavioural data is another valuable source of information to measure your customer’s experience. By using analytics tools to track customer behaviour on your website or mobile app, you can understand how consumers interact with your digital channels and identify areas where they may be experiencing difficulty.
Let’s break down the metrics and how they provide insights into where customers are getting stuck and where improvements need to be made.
► Click-through rate (CTR): If your CTR is low, it could indicate that customers are not finding your content relevant or engaging enough to click through to another page; this could be a sign that you need to improve the quality of your content or make your call-to-actions more prominent and compelling.
► Bounce rate: A high bounce rate can indicate that customers are not finding what they are looking for on your website or mobile app. It could mean that the information is not easily accessible or that the user experience is poor. By analysing which pages have high bounce rates, you can identify areas that need improvement, such as improving the navigation or providing more precise information.
► Time on site: If customers spend a short amount of time on your website or mobile app, it could mean that they are not finding the information they need or that the user experience is not engaging enough to keep them on the site. By analysing which pages have low time on site, you can identify areas that need improvement, such as making the content more engaging or simplifying the user experience.
► Conversion rate: If your conversion rate is low, it could mean that customers are encountering barriers that prevent them from completing the desired action, such as purchasing or filling out a form. By analysing the steps involved in the conversion process, you can identify areas that need improvement, such as simplifying the checkout process or reducing the number of form fields.
When collecting customer feedback, it’s important to ensure that your data is actionable. At Radial, we understand the importance of having the right tools to gather customer feedback effectively. Our team of experts can help you decipher your existing data and advise you on how to use this data to enhance your customers’ experiences.
References:
- “Measuring Customer Experience: The Ultimate Guide.” Survey Monkey, 10 Mar. 2021, https://www.surveymonkey.com/mp/measuring-customer-experience/.
- “The Ultimate Guide to Measuring Customer Experience.” Hubspot Australia, 12 Dec. 2019, https://blog.hubspot.com/service/measuring-customer-experience.
