Wednesday, July 17, 2019

4 Ways to Take Customer Satisfaction to the Next Level

Erin Ollila
July 26, 2018

2 minute read

72% of businesses say improving customer experience is their top priority, according to Forrester. And there’s a good reason for it — when satisfaction is at an all time high, revenue and customer loyalty increases. Here are 4 ways brands can take their customer satisfaction to the next level.

Customer satisfaction tip 1

Personalize shopping experiences

According to research by Accenture, 75% of shoppers are more likely to buy from retailers that: recognize them by name, recommend options based on prior purchases, or recall their previous purchase history. Through machine learning and artificial intelligence, companies can tailor personalized shopping opportunities to their customer base. But retailers would be wise to not cross the line from personal into overly-invasive or creepy experiences.

Customer satisfaction tip 2

Prepare for quick responses

Customer service satisfaction depends on brands being present on the channel of the customer’s choosing — which often means that brands must invest in multiple channels of communication to simply meet minimum expectations, let alone deliver a service that stands out from competitors.

According to research by The Social Habit, 32% of customers who contact a brand for support via social media expect a response within 30 minutes, and 42% expect a response within an hour. Chatbots help to immediately assist customers in need of answers to FAQs and offer support when a customer service representative is unavailable.

Customer satisfaction tip 3

Offer same-day delivery

According to Accenture, 41% of shoppers want a same-day delivery option, and 75% of shoppers want the ability to specify the date and time of their order delivery. Rapid delivery is not simply a wish of consumers — it’s the standard expectation. Customer satisfaction skyrockets when shoppers are given the option for speed.

Customer satisfaction tip 4

Provide an omnichannel experience

No longer are all transactions taking place in either a store or online. Customers vacillate between testing an item in store and then later purchasing online or researching at home before committing to buy in person.

When shoppers are satisfied with their experience, they become more brand loyal and spend more, too. According to the Harvard Business Review, a study of 46,000 shoppers proves that omnichannel customers are more valuable, as they spend 4% more when in a store, and 10% more online when compared to single-channel shoppers. The results also indicated that omnichannel shoppers make 23% more repeat purchases than their counterparts who prefer to shop in a single channel.

Erin Ollila
Erin Ollila believes in the power of words and how a message can inform – and even transform – its intended audience. After a 12+ year career in human resources, she's jumped headfirst into digital strategy. Erin is a geek for SEO and all things social media. by Oracle is the destination for professionals who are building the next generation of customer experience. Here, you can find breaking news, in-depth analyses, expert insights, and useful tools that will empower you to think and work progressively.