Customer satisfaction is a good indicator of the success of your company. The happier the customer, the more likely they are to come back. However, do not underestimate the role of the employees in this. If they are satisfied, they can do their work with a lot of energy and commitment. The road to satisfied customers starts with happy employees.
Step 1 Give your employees space
Nobody likes to be constantly watched. Give your employees the space to satisfy their customers without drawing up all kinds of strict rules and regulations. Trust that your employees know what they are doing. In this way you create a culture in which people feel involved in their work and you stimulate them to do their work as well as possible.
Step 2 Keep it personal
Doing business online is very common these days. As a company you cannot do without a website, webshop, email address and social media. But when it comes to customer service, customers prefer to get in touch personally. So give them that opportunity. As a company you can automate everything and save a lot of costs, but if you go too far, it can also cost you customers. It’s all about finding the right balance.
Step 3 Listen to your employees and your customers
All people want to be heard and seen. By listening carefully to employees and customers, you improve contact. Even if you don’t agree with what your employees or customers have to say, it can take the cold out of the air and strengthen the bond.
Step 4 Give feedback back
When you receive feedback, respond to it. Give constructive, positive feedback to your employees and customers. Make sure you ask the right questions. If you get negative feedback, act on it and respond to it. People like to voice their opinion and appreciate it when they hear that their complaints or suggestions are taken seriously.
Step 5 Be open and honest
Don’t just share your successes, but admit it when things didn’t go the way you hoped. You don’t have to lose your business. Customers also understand that not everything goes well. It is better to be open about possible areas for improvement than to wait for others to spread negative stories on social media. Open and honest communication gives customers more confidence than overly positive cheers that turn out to be wrong afterwards.
Step 6 Show your appreciation
Companies find employee satisfaction and customer appreciation very important, but the same is true the other way around. Customers and employees also want to hear ‘thank you’, get a pat on the back or be rewarded in some other way for their loyalty. Play on this! In this way, you as a company cultivate goodwill, something that you always get back in one way or another.