A customer’s experience is a live example of how your brand/business is perceived. The happier a customer is, the more chances your business has to raise more similar customers. Read further to know why a business needs to transform a customer into a happy customer.
One of the most important things that impact a business’s reputation is how it responds to customers or their complaints.
A business that aims to succeed should understand that good customer feedback is the only thing that will help their business grow. Customer feedback is so crucial that we now have dedicated rating systems for eCommerce stores.
But what does a happy and satisfied customer mean for a business? And, how can your business make sure you always get a happy customer feedback/review?
To answer all these questions, we have curated this blog post to help you understand the right ways to transform a customer into a happy customer.
Brands and businesses have always been hustling to attract as many customers as possible. And while most of these businesses sought ethical methods to attract customers, there were still many brands that would lure customers with flashy schemes to increase their sales.
Remember those cheap ad schemes where you purchase one product and get two free? When a customer comes across such offers, they usually fear missing out cloud their judgment because the offers are limited.
These enticing offers result in serotonin’s secretion that makes a customer fall prey to these flashy deals.
Even though these schemes would increase short sales for a business, they were still not enough to raise a brand’s customer base. These strategies don’t work now because of the growth of the internet and people’s ability to understand a business even better.
With the growth of advanced review systems, customers are now more cautious before buying a product. For businesses, this means having to devise different strategies and provide an exceptional experience to their customers.
In any kind of business, all sorts of customers exist. While they are differentiated as happy, good, or unhappy, it usually results from user experience from a business’s side.
Who is a happy customer?
A happy customer is termed as such a person that gets exactly what he expected from a business.
Such customers make purchases quite often, interact with the business, and have a healthy relationship overall. And since word of mouth is one of the best marketing methods for a business, a happy customer will make sure you are in their good graces.
For a business to have happy customers, it needs to be involved in frequent interactions with the customer, provides regular support, includes them in all kinds of promotional events, and give frequent discounts and offers.
Who is a good customer?
A good customer has almost the same status as that of a happy customer. However, a few differences draw the line between a good customer and a happy one.
While a business has an open line of communication with a good customer, they don’t necessarily reply to all the complaints or comments. All they do is improvise their business methods and learn to move forward quickly.
A good customer is also allowed to air his frustrations, but he soon is categorized as an unhappy customer if the complaints are constant.
Who is an unhappy customer?
An unhappy customer is usually dissatisfied with everything you do. They usually raise issues that you can’t solve. Such customers could also take it upon themselves to tarnish the company’s image by going on channels like social media or different forums on the internet.
An unhappy customer is a danger for your business, and if you are still trying to re-kindle your relationship with such a customer, you are potentially putting your business at risk.
One of the hardest things to determine is whether a customer is happy or not.
Great customer service comprises of a variety of characteristics that ensure your customers are happy. As soon as you take an effort to make your customer service exceptional, you can easily figure out who are the happy customers for you.
There still are a few traits that you seek in your customers to determine whether they are happy with your services or not.
Another great way to identify if a customer is happy is by measuring the Net Promoter Score (NPS). This score clearly depicts where you stand with your customers.
NPS ranges between -100 and 100 and is calculated based on a customer's response to a single question where they have to pick a score between 0-10.
NPS = % Promotors – % Detractors
The more your score is, the more likely you are to retain your customers. This ultimately dips your marketing costs.
Providing a platform for customers to vent their feelings and feedback is the best thing you can do for your business. Whenever a customer makes a purchase, ask them for feedback.
Reviews help people to decide whether a business is good at what it claims. But more than that, it helps sites like Google figure out the authenticity and interactions with your business.
Irrespective of what preferred review site you have, always encourage your happy customers to share their positive feedback.
Monitor such sites regularly so that if you have any negative reviews, reach out to the unhappy customers as soon as possible, trying to resolve the issues they faced.
A customer loyalty program goes a long way if you want to build an audience base that regularly interacts with your brand. Such initiatives build a mutually-beneficial relationship for your business where even the customer can reap the benefits.
One way to make sure your customer loyalty program is alive is to provide regular offers to your customers, maybe like a complimentary meal or a free trial for the latest software you have built.
A lot of businesses have personalized promo codes or discounts for specific customers that regularly purchase from them.
Overall, this promotes a relationship where both your business as well as the customer grow and develop together.
As a part of building frequent interactions with your customers, you also need to have a great response time. Whenever a customer calls your business or raises a query, the faster you respond, the more evident it is that you care about your customers.
If the customer visits you in person, address him as soon as you can. Acknowledging your customers in less time shows that you care for them. Simple gestures go a long way.
When receiving emails, try to respond as quickly as possible. It is always advisable to focus on improving the working of your customer support team.
In this age of people lacking the patience to sit around on calls and wait for you to resolve issues, it’s always the best idea to hand over the control to them.
Self-service is one of the best methods for the customers to hand over the control to them. As such, creating knowledge bases for your business is a viable option.
A knowledge base is a destination within your business (usually your website) to which your customers could resort to learning anything about a company’s products or services.
Think of a knowledge base like a quick guide for your customers to solve most of their problems. A knowledge base is basically a repository of information that stores and shares information for your customers to access.
Having a knowledge base is always ideal if you want your customers to address their queries on their own and do it at their convenience. It can be easily integrated with other customer experience tools like live chat, and chatbots.
Here's an example of Acquire, a unified customer experience's chatbot integrated with live chat:
A lot of times, customers land on your business website and leave without understanding what exactly it is that you do. While this could be normal, if you see a spike in your bounce rate and a regular dip in conversions, you need to understand you are not attracting the right customers.
If you want your marketing campaigns to be a success, you need to stop targeting everybody and start targeting the right customers.
Always monitor your website and social media to see how the customers are interacting with your brand. Identify what kind of a message are you giving out with your content.
If you have an official website, create an entire section for resources for people to understand your business from a very close perspective. If your message isn’t clear, you can easily face losses in your ad campaigns and other business activities.
Social media has proved to be a lot significant in the growth of businesses. While at one point, the presence of businesses was frowned upon because of the fear of advertising spam, now, more people are interacting with businesses on social media.
However, there’s a very important fundamental to use social media for building an audience. If all your company is focusing on are the sales pitches, you have fewer chances of building a relationship with your customers.
On the other hand, though, if you are trying to build great relations with your customers and trying to promote happy customer service, you can implement the following factors with your social media:
When a customer approaches a business, they use a specific mode of communication, say, an email, social media, or even a telephone call. Whatever the mode, it’s always important to communicate through the same channel.
Not only does this create comfort for them, but it also saves them time to switch to other modes of communication, ultimately promoting a better customer service experience.
Having Omni-channel customer support is also a boon for your sales and support team.
And while it’s not always easier to use the same communication channel for a business, you can always prefer tools that integrate all your communication channels together.
One of the tools that can help you achieve it is Acquire's unified view which gives all customer-agent interaction in one place. It helps agents to get a detailed view of a customer, their attributes and needs, allowing for a better customer service and support. This not only makes a customer happy but also helps your agents create a happy customer.
Maintaining a healthy and long-term business means you need to have a significant number of happy customers. In fact, it's 6-7 times more expensive to acquire a new customer than it is to keep a current one.
Running a successful business means addressing your customers in such a way that they are the only single important people in the world. The better experience a customer has with your business, the more they are going to interact with you in the future.
We hope our list of tips to transform a customer into a happy customer helped you figure out what exactly you need to provide satisfying service to your customers.
NPS or Net Promoter Score is a metric used...
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