Top 5 Strategies to Improve Customer Experience
Contributed Content: By Lisa Xu, Content Marketer (November 16, 2021)
Understanding customer needs is an integral part of enhancing the user experience. A person who is content with your service or product is much much more likely to become a repeat client. Meanwhile, it only takes one negative review to inflict substantial damage to your brand or product. With that in mind, here are some ways to increase customer satisfaction, and stay current on best practices.
1. Make Use of Customer Complaints or Errors
It’s not uncommon for customers to mistakenly order one too many of something, or request a refund or discount when something is not to their liking. Situations like these provide opportunities for your company to come in and impress them with how courteous you are in handling the customer interaction.
Examples could look like:
Adding in a promotional code for a separate product or future service.
Including a customized message recognizing the mistake and mentioning how your company values the customer experience.
Including prepaid return postage notes for an easier return following a misorder.
2. Simplify the Refund Process
Just about anyone you talk to will be able to provide at least one or two grueling refund experiences in their lifetime. You don’t want to be one more company added to that list. Instead, provide a clear and simple user journey refund guide on your website, which can make the difference between a satisfied customer and an awful review.
Here are some ways to do that:
Remove any legal vocabulary or extensive terms and conditions from your FAQ page, or employ hyperlinks to minimize the wording displayed for easier access to refund or exchange options, depending on your specific company policy.
Keep your refund policy as easy to read and understand as possible, with minimal wording and clear instructions and language.
3. Stay Active on Communication Channels & Social Media Platforms
Maintaining an active line of communication is one of the best ways to keep customers happy. Social media is a great way to engage with customers and make them feel heard.
Below are a few easy tips to implement:
Make sure to have accounts on all the major social media platforms that are relevant to your target audience, and have someone on your team responsible for regularly checking the inbox for any customer queries.
Don’t be afraid to post any customer shoutouts in your feed and mention or tag customers. This increases your chances of receiving a repost, thus increasing your company visibility through their following.
While YouTube, Instagram, and any other social media channels might be the mainstream avenues for users to reach you, consider investing in scheduling tools like Hootsuite or Sprout Social to streamline the internal communications process for you and your employees.
4. Set Up Automated Review Options
You have some sort of system or process for obtaining customer feedback -- make sure it is automated to save precious time and money. While there may be some free options available to do this, they are often narrow in scope and limit you to only certain features or a limited number of uses per month. Investing in a paid software will leave less room for errors and provide your business with a variety of options to reach out for customer feedback.
5. Review Data Regularly
Collecting data on the customer experience is the first step to this process, and reviewing this information is what will ultimately help you determine what needs to be improved. Collecting quantitative and qualitative information allows you to look at hard data to effectively resolve any issues. To stay on top of customer feedback, read Chattermill’s text analytics guides.
By employing these five strategies, you will be able to more appropriately handle consumer reports, deal with complaints, receive positive feedback, and improve the overall customer experience.
To learn additional customer service strategies, check out Chattermill's infographic below.
About the Author
Lisa Xu is a content writer from Canada. She's covered a variety of industries including business, healthcare, and tech. She's been published on local news outlets, online magazines, and various industry blogs. Xu can be reached at siegemedia.com.