The question for all businesses is how to improve customer satisfaction. Customer satisfaction is the end to the perfect equation but what are the steps of the actual equation?
Various different pieces of research have found that many customers look for human connections. During the pandemic, this was obviously lost and many customers missed the human connection that comes with talking to another person. Having the opportunity to talk to another human being about queries is sought out by consumers rather than being greeted by an automated message. This does not mean that automation is futile, but research has shown that automation is better used to enhance customer service but behind the scenes rather than in direct communication with the consumer.
Technology should also be used to enhance customer access to information and also to assist customers. It is crucial to get the balance between introducing technology that supplements and enhancing customer support rather than hindering or irritating the consumer.
By understanding customer needs, valuing feedback, and having clear communication between your business and customer, you will be on the right track to provide exceptional service and build up that all-important customer loyalty.
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