Customer service is one of the most important aspects of a business because happy customers are often loyal customers. If you think about it, the places where you shop are often companies that you trust and have developed a sense of loyalty towards. While there is also the issue of cost savings, it’s been proven that consumers are willing to pay a little bit extra for great service and a great product. In other words, price isn’t always the determining factor.
One of the most interesting ways that businesses increase customer satisfaction and loyalty is by offering sweepstakes. It’s a way to advertise your business through a promotional strategy that offers prizes. In addition to providing information about your products and services, you can foster enthusiasm among existing and potential customers. If you are interested in developing a sweepstakes program, but don’t have the knowledge or time, there are many sweepstakes management apps and companies that can take care of the entire process.
Sometimes the easiest way to accomplish a goal is the most obvious method; if you want to improve customer satisfaction and loyalty, just ask customers what they want. Instead of speculating or doing what everyone else is doing, you can just ask customers what would make their encounter with your business an outstanding experience. Given advancements in technology, it’s easier than ever before to get feedback. You can provide a feedback form on your website or request feedback on social media platforms.
If you want to gather more in-depth feedback, you can conduct a focus group. Focus groups are great because the participants have nothing to lose or gain by providing candid feedback since they are being asked for the information. When conducting focus groups, it’s best to let a third party handle the process because there’s a tendency to defend your position when the feedback is less than positive. After conducting a focus group, the next step is to actually implement the feedback gathered. It’s common for companies to gather the information, but fail to implement new processes or procedures to address the issues uncovered.
For several decades, companies have used mystery shoppers to find out whether their employees are actually providing the type of service that aligns with their policies and procedures. There are a variety of companies that offer mystery shopper programs. Just keep in mind that a mystery shopper program must be properly implemented because it can cause problems among employees if the program is used to fire someone when the actually goal should be to improve the team’s customer service skills. With that said, there are times when repeat offenders will have to either improve their performance or no longer be part of the team.
Positive reinforcement has always been a great performance improvement tool. If you want to see an employee’s performance improve, you might consider establishing a program that involves catching team members doing the right thing. Instead of only looking for mistakes or poor performance, you’ll look for what they’re doing well, and provide a reward.