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Online Business Tips to Increase Customer Satisfaction

  • Written by Patrick Watt


Customer satisfaction is the key to making e-commerce sites successful. It plays a crucial role in your e-commerce business. Customer satisfaction is the leading indicator when it comes to measuring customer loyalty, reducing churn, identifying unhappy customers and increasing revenue. Additionally, it's an important key point of differentiation used to attract new customers. With that said, here are thirteen tips on how to increase customer satisfaction. 

1. Ask for customer feedback

Asking for feedback can provide valuable insight for your e-commerce business and the products or services you are offering. By asking for feedback, you will be showing them that you care about what your customers have to say and value their opinion. In turn, this will make them your customers feel important since they are taking part in shaping your product.

2. Surprise your customers with freebies

People love free things, so it is always a good idea to surprise your customers with freebies. Freebies give customers positive feelings regarding your brand. They also encourage your customers to try your other products or services. You can offer them free shipping upgrades, waived shipping fees, complimentary samples or include promotional items in the packages.

3. Offer several options

Customers who shop online enjoy having a range of options. As such, give them various options in terms of customer service. Instead of giving your customers the usual contact form, you can offer them a variety of choices. This can include toll-free numbers to use without charge, Skype and live chat feature.

4.  Be clear and concise

Outline your products or services clearly to avoid confusion. For instance, your checkout should be easy to use and each CTA (Call to action) button on your website should lead your customers to the next step that will help them complete their purchase. Have a concise, clear return policy, as this will give your customers a feeling of security. Repeat guidelines unique to your store. Lastly, if you do not accept returns for opened products, clearly specify in the product description and return policy.

5. Invest in the quality of your e-commerce site search

Good web design is very important for e-commerce. You should keep it simple and create a user-friendly and responsive website. To keep your existing customers happy and convert visitors into buyers, you should invest in high-quality e-commerce site search functionality. In turn, this will keep your customers satisfied and help you avoid any interactions that could waste your time. The better configured your site search engine is, the easier it will be for customers to find what they are looking for without needing assistance or leaving your website.

6. Anticipate your customers' needs

Customers do not part ways with businesses that meet their needs. Identifying customer needs is important for a business that wants to create a product that will speak to the problems of their customers. By anticipating their needs, you'll make sure that your product or service lines up with your customers' expectations before they even ask for a solution from you, service or a new feature. Before your customer can even think of raising a concern, you should address the issue to always keep them happy. For example, if a customer wants to purchase a gift, you could offer to send them a packing list with no prices.

7. Provide valuable follow-up

People will often convert easily when you are fresh in their mind. Follow-up with your customers is important because it fulfils customer expectations. This provides the customer with more reasons to purchase your product. You can offer your customers free offers and good deals to show them that you would like to keep them as customers. Follow-ups allow customers to stick to your online business for long since you are always available. Your customers will always remember you for delivering excellent customer service. Furthermore, valuable follow-ups make your customers feel special, increasing the reliability process for them.

8. Shorten customer service response times

Customers are more likely to spend more money with a business that will respond swiftly to their enquiry. For that reason, a fast response will generate higher revenue. Customer service email templates can be helpful if you are a one-man team who want to address customer concerns fast and efficiently.

9. Actively listen to your customers

Active listening means being focused on what your customer is saying, understanding the meaning of their words and then responding in a way that validates what the are saying. The more empathy you show them, the more your customers will value your products and relationship.

10. Show your customers you care

When updating your e-commerce website, convey the benefits that each change will bring to customers. This can be very helpful especially for changes that customers may see as a disadvantage to them.

11. Build brand equity with a banner

A welcoming banner creates a positive first impression. It helps customers know that they are in the right place. Customers make decisions about your e-commerce website within seconds. Therefore, a good banner is essential to positive first impressions. You can use the banner to direct customers to your most attractive offer. It's also a great place to display your new discount and latest products.

12. Extract data from your site to understand customers' interaction patterns

Use web scraping to fetch data from your e-commerce site. You can export customers' details from your online store using a data extraction tool and save them in excel file format. To read the details in the file, you will have to use excel data reader in C# for web development. This information is crucial in your marketing campaign, as it will help you understand visitors' interaction patterns and how to improve customer satisfaction.

13. Conduct customer satisfaction surveys

Customer satisfaction surveys help you understand what makes your customers happy and what they hate. They also empower your customers to engage with your business. Keeping this in mind, let's look at some tips that will help you maximise online customer satisfaction surveys.

  • Mobile-optimise feedback


Many people fill out surveys using their mobile devices.. Doing SEO on mobile devices and tablets will significantly increase the number of people that will fill out your survey. Optimising your surveys for mobile devices will also allow you to get insights at more touchpoints.


  • The surveys should be short


Customers won't sit through to fill out long customer satisfaction surveys. You should, therefore, keep questions concise and use other data sources to answer most of the questions.


  • Focus on your purpose


You should clarify your purpose before you start to create a customer satisfaction survey. Collecting feedback can be tied to objectives such as improving product offerings, increasing marketing effectiveness or ensuring more accurate pricing.


  • Think through the touchpoints


Identify where customers often come into contact with your business. These touchpoints are the perfect places and times to deliver your surveys.


Conclusion

These tips can help drive customer satisfaction in this consumer-centric landscape. The key to improving customer satisfaction levels is to develop a strong customer-centric mindset to help inform decisions and your business direction.


About the Author


Patrick Watt is a content writer, writing in several areas, primarily in business growth, value creation, M&A, and finance. Other interests also include content marketing and self-development. Say hi to Patrick on Twitter @patrickwattpat.

How Social Media Marketing is a boon for online businesses

  • Written by a Guest Writer


Everybody who owns a smartphone is present on one or more popular social media websites like Facebook and Twitter and social media apps like Instagram. With all the tech-savvy population present on social media, it becomes essential for online businesses to promote their products and services over different social media platforms. Hence, social media is a definite inclusion in any kind of digital marketing strategy a business may devise to bring in more customers and enhance their visibility in the online marketplace.

Moreover, nowadays there are tools and platforms that can be used to purchase followers for most popular social media websites. For instance, if your company has an active following on Instagram, making the decision to buy Instagram followers could prove to be worthwhile when it comes to nurturing and growing your customer base. Let us know once the link is live so we can check it.

In its initial days, social media was vastly recognized as a mere activity that is supposed to be done in free time. However, as the days passed and social media evolved, it is far more than a mere activity now. In fact, if any online business wants to prosper, they have to utilize social media for increasing brand recognition among their target audience.

Other than acquiring customers organically through social media, there exists paid advertising on social media as well. If you are familiar with PPC or pay-per-click, a form of paid digital advertising, then you must know that PPC includes Social PPC as well i.e. Pay-per-click advertising but only for social media platforms. If you are interested in enhancing your skills on PPC, you can take up PPC training online.

Going further, the following are some of the major points that will help you understand the advantages that social media marketing brings for online businesses.


Social Media Marketing – Advantages for Businesses

  1. Brand Identification

A person is more likely to buy products or avail services of a brand that they can identify and are aware of. If you are new to the online marketplace, then you have to build awareness regarding your brand among your target audience. Here is where social media marketing comes into the picture. Social media makes it pretty easy for your online business to reach the intended audience. You can create the social media page for your business, display advertisements, and more on social media to increase the visibility of your business. However, the trick here is that you have to present your advertisement or promotion in such a way that people can establish a connection with your brand. You need to put in useful content in your posts.

  1. Assist in Providing Customer Service

Social Media is a vital tool in providing better customer services. You might have an email address or a contact number but since people are most active on social media, they are more likely to post a comment on your social media page or under your advertisement. Thereafter, they will indeed seek a reply from your end. If you don’t respond to the same for days, that will build mistrust regarding your business among your customers.

However, on the other hand, if you have a dedicated customer service representative for handling social media tweets and comments, then you will be able to reply spot on to the queries and grievances of your customers. Customers will start trusting your business and whenever they are in need of products or services offered by your business; they will keep on coming back to you. Moreover, they will do word-of-mouth publicity for your business as well thereby helping you get more customers.

  1. Loyal Customer Base

As mentioned in the above point, if you continue to provide customer services at par with the expectations of your customers, they will always look to utilize your products or services as they will have an opinion that your business listens to its customers and take care of their grievances, queries, and needs. This will assist in building a loyal customer base for your business. These customers will remain loyal to your brand and will even encourage others to follow suit.

You will acquire a large number of social media followers with the help of Increditools. The biggest benefit here is that, as compared to other forms of digital marketing, the customers or the followers that you will gain through social media marketing remain for the long term. Overall, it will help you in forming a positive image of your brand in the online marketplace.

  1. More Sales

From the above points, you can easily infer that your business’ website will get more traffic. More traffic means more leads and more leads means more conversions. Hence, your business will be registering more sales if an effective social media marketing strategy is put in place.

  1. Rank well in search engine rankings

As mentioned above, by implementing a proper social media marketing strategy, considerable traffic will be flowing to your website and social media pages. Search engines are quick to recognize the same thereby improving your business’ search engine rankings. You can say that by applying a proper social media marketing strategy, you have a good chance to come on the first page of search engine searches pretty quickly. It goes without saying that better your search engine rankings more are the chances that customers, when looking for products/services that you are offering, will tap on your website listing post conducting a search over the search engine. After all, rare is the persons who will visit the second page of the search engine.


Conclusion

We hope that the above points make it clear how social media marketing is a boon for online businesses. Now that you are aware, it is time that you invest quality efforts towards building an effective social media marketing strategy for your online business and enhance the visibility and awareness of your brand thereby improving your business’ search engine rankings as well. If any online business wants to prosper, they have to utilize social media platform tools like buy downvotes for increasing brand recognition among their target audience.

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