Every company strives to provide the best customer experience possible. As customer satisfaction is critical in business success, companies improve their business processes with Six Sigma methodologies. It helps to achieve better customer satisfaction by improving their business operations. As easy as it might seem, satisfying the customers is challenging. Thankfully, here are five effective tips to improve your customer satisfaction.
1. Make feedback collection an essential operation.
Many businesses commit the big mistake of not making feedback collection an essential part of their business. They fail to understand that customer feedback is one of the most powerful resources a company can have. It is a straightforward indicator of how efficient your product or service is. Making feedback collection a standard part of your business helps collect the feedback at every stage of the sales funnel and improve the product or service efficiency.
2. Offer 360 multi-channel support.
Customer support is an indispensable part of customer satisfaction. When you are always open to solving customer problems and questions, customers are more likely to be happy with your service. It’s essential to be available where your customers are. They use different devices like smartphones, tablets, and computers to make their purchases. They also use different platforms like social media, forums, websites, and telephone. To provide top-notch customer support, you need to be present on such platforms so that your customers can easily approach you to solve their problems.
Live chat, email, phone, social media are some of the best channels to provide support to your customers. It allows the company to engage with customers on their preferred way of communication.
3. Encourage executives to take ownership of the issues.
Do you feel frustrated when you contact customer support and they escalate the issue to someone else without fully understanding it? Your customers feel the same when your support executives do this with them. The blame games not only frustrate your customers but also affect your brand reputation. To avoid that, encourage your support executives to take ownership of the problems and ensure customers that they will personally look into the matter.
4. Reduce the waiting time.
It’s frustrating to spend hours waiting and go through numerous executives to make your problem heard. Customers need instant solutions when it comes to customer support. Despite allocating multiple resources for customer support, it cannot be easy to reduce the waiting time.
In such situations, you can leverage the latest technology like natural language processing and AI chatbots to instantly interact with your customers until a real executive can attend to the issue. As modern chatbots can guide customers to the solution through a series of questions and information, the waiting time is substantially reduced. When the customers don’t have to wait around to get their problems solved, they hold your business in high regard, which is an excellent indicator of a good customer experience.
5. Incorporate feedback into business processes
It isn’t enough to collect feedback from the customers. This feedback needs to be assessed with different scenarios and incorporated into relevant actions. Business methodologies like Six Sigma helps to efficiently manage the feedback and take the necessary steps to utilize that feedback to improve business processes. As the feedback can be taken from any aspect of your business, from sales to legal, Six Sigma methodology provides analysis-based guidelines to maintain the feedback loop and constantly incorporate that feedback into actionable steps.
Achieving higher levels of customer satisfaction doesn’t have to be difficult, especially when there are top-grade industry guidelines to utilize customer feedback. You can refer to different industry metrics to effectively measure the customer experience.