At the very heart of things, customer satisfaction is what makes a business. It doesn’t matter what you are selling, if nobody is buying it, you don’t have a business, end of story. So, you need to make sure that whatever you happen to be selling, that your customer is happy so that they don’t ask for a refund, that they are happy enough that come back for more, and, just as importantly, they tell other people about who you are and what you do.
For that reason, you need to make customer satisfaction a priority, but if you are a little hazy on how to go about this, here are 3 things you can do as a starting point.
- Identify trends and try to work out what your customer wants
Software like Power BI, or Business Intelligence, can help your business identify trends and translate data and information that you collect to make predictions and see your business as a whole in easy-to-read graphs and simple graphics.
It might even help if you employ a specialist data analyst who will be able to translate this data further into reports and be able to present at meetings. It can help you see clearly where your business is struggling and where it is blossoming, where your customer interest is, and where they think that the business could do with a little bit more improvement.
- Invest in shop floor management and upkeep
To produce a great product that will meet your customers’ expectations, you’ll need to invest in top quality equipment. The benefits here are two-fold: firstly the product is less likely to be faulty if the machine that made it works properly, and secondly, if the machinery is top quality, it is less likely to break down, meaning you are more likely to meet production targets.
No customer wants to be left waiting for what they ordered. So, by investing in high-quality equipment, such as fluent conveyors to help with automating your production, you can ensure that your output can meet demand, and not leave customers high and dry.
Of course there are other things you need to factor in like maintenance schedules to prolong the longevity of your machine, and staff training so that it can be used correctly with fewer mistakes, but having the right equipment is one of the most underestimated parts of keeping customer satisfaction levels high.
- Communicate with your customers
Communicating with your customers is a simple but powerful thing that your business should be doing, or at least doing more often. There is very little point if you have happy customers and you aren’t asking them questions through surveys on how you can improve, emailing them about promotions, and making sure that you are communicating with them through every step of their order. This can help to let them know about any problems with the order, as well as making sure that they are satisfied with what you are doing to make it right. It might be the one way to make sure that a customer returns to your business when things don’t go as planned.
