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Customer satisfaction ratings have a huge impact on your business. A low customer satisfaction rating can spell big trouble for growth and capital returns as you’ll likely see a decrease in returning customers and brand image. Taking care of your customers is essential to growing your business and is the foundation to becoming a strong competitor in your market. If you’re looking for ways to keep customers coming back these tips are here to help you do just that.
Increase Customer Trust
Gaining the trust of your customers is no easy task, but it is a critical part of creating and keeping a positive image of your company. The most foundational way to gain customer trust is to decrease financial risk while maintaining your companies profit margins. In ecommerce, fraud in its various different forms is incredibly common. While keeping your customers happy is essential, making sure that you’re not risking your financial success is also a critical step to creating a profitable business model. You’ll want to reduce chargebacks while maintaining your relationship with your customers. This can be done by investing in various forms of merchant fraud protection, including but not limited to address verification services, negative database security, and tracking buying pattern data to detect unusual buying patterns. Another solid way to increase customer trust is by delivering on your promises. Making sure they know that they are important and worth the trouble in an area as little as shipping and their quoted amount can really go a long way to satisfying their needs.
Create Faster Customer Support
In ecommerce, customer support is essential to maintaining a good business model. Customers want to know that if they have a problem, it can be solved by contacting the company and getting a real response in a timely manner. Making your customer support systems constantly available, whether that be by phone or online, is a great way for customers to feel comfortable buying from you again and again. Concentrate on making it easy to contact the company for any questions, and ensuring that all customers get quick responses. You should also think of ways that you can increase accessibility, like creating more channels for contact like social media and other platforms. By engaging with your customers through various outlets, you’ll create sustainable relationships with your customers.
Establish Self-Help Resources
Creating channels in which customers can help themselves can greatly increase customer satisfaction and increase your profit margins by decreasing the number of interactions that you’ll need to have with customers. Knowledge bases and easy to use and understand accounts for customers accounts can go a long way in ensuring your customers are happy with purchasing from your business. Letting customers handle things like their own subscriptions and shipping information can increase customer satisfaction and loyalty.