Do you want happy customers? We all do. In the world of competitive customer service, happy customers are everything. It’s not always easy to satisfy and impress your customers in business, but it is possible! In this blog post, we will share 25 ways you can get happy customers and keep them happy for years to come.
With these tips in place, your clients will be more likely to return and buy from you again and again. Let’s get started!
Customers are an essential part of every business, and all companies want their customers to be satisfied with their products or service at all times. However, many organizations still struggle to find and implement effective strategies that ensure consistent customer happiness. According to Harris Interactive, a digital market research agency, after receiving poor customer service from a business, 89% of consumers have switched to a competitor. This means high-quality customer service is no longer a luxury – it’s a necessity!
Why Do You Need Happy Customers?
The best companies are built on happy customers. Think about it. The importance of providing excellent customer service sounds like a no-brainer, but why aren’t more companies investing more into their customer service strategy?
Customer service is not just a department. It refers to the entire company culture!
And when you get your whole team and customers on board, this will ultimately lead to happy customer satisfaction. Customer happiness trumps all other things like brand loyalty, repeat business, and more revenue for businesses to invest in their product or service consistently over time.
5 Reasons for Making Your Customer Happy
1. Positive word-of-mouth marketing
The truth is that positive word-of-mouth travels fast! People are more likely to trust feedback from real customers than sales gurus and extensive marketing campaigns.
Happy customers are delighted because of the customer service they receive and the quality of your products. They know that you’re willing to go above and beyond for them, even if it means going out of your way to help them.
2. Customer loyalty
Happy customers are your best brand ambassadors. They’ll not only sing the praises of your products and services, but they’re also more likely to buy from you again. Customer loyalty is critical for business growth.
3. Increased revenue
Not all investments into customer service will result in increased revenue right away; however, over time, they will certainly pay off! A positive experience leads to a sale, while poor experiences drive business away, which can lead to significant losses if repeated enough times. It’s better than throwing money down the drain on marketing campaigns that don’t work or spending hours trying out new strategies that aren’t successful either.
4. Competitive advantage
Providing top-notch customer service is the #1 marketing strategy (and this is coming from a marketing professional!) If you want to stay ahead of your competition, then investing in customer happiness should be a priority! Customer experience drives brand loyalty and ultimately helps you stand out from competitors.
5. Valuable customer feedback
Happy customers are likely to provide you with valuable feedback on how to improve your products or services. Customer satisfaction is the best way to learn more about your product, what works and what doesn’t. Customer feedback will provide valuable insights into where consumers are having trouble with your products or services.
Customer happiness is all about communication, so take time out of every day to talk to them and listen! And then, make sure to take action to keep improving!
What Research Shows About Happy Customers
Studies have shown that happy customers result in increased sales. Forrester, an American market research company, reports that 81% of customers are more likely to engage with businesses that exceed their expectations.
Also, Search Engine Land, a prominent SEO blog, says that about 85% of customers read over ten reviews online to determine whether they should purchase a product. By providing excellent customer service, which exceeds your customers’ expectations, your organization will receive well-deserved online reviews. As a result, it will enjoy increased revenue and a positive company reputation. When you consider the statistics, it becomes evident that a happy customer means more growth and success for the business.
The Nielsen Company conducted a Global Online Consumer Survey of over 25,000 Internet consumers from 50 countries. According to the survey, 92% of consumers trust recommendations from people they know. The only way to get people to refer to your business is to provide remarkable service.
Customer Happiness vs. Customer Satisfaction
Although the two terms are similar, customer satisfaction is not precisely the same as customer happiness.
Customer satisfaction is the degree to which a company meets or exceeds customers’ expectations. On the other hand, customer happiness is an emotional state that meets one’s goals and needs. Customer happiness is more about the customers’ journey, while customer satisfaction is all about meeting expectations. Customers need to know that their happiness is what really matters to companies.
Customer satisfaction is not enough to impress your customers and stand out from the competition. Customer happiness comes from exceeding expectations, which company managers should strive for to make the customers happy.
What’s the verdict? Businesses and customer-facing professionals should focus more on fostering a positive emotional experience for customers rather than simply trying to satisfy them.
25 Ways to Make and Keep Your Customers Happy
There are many ways that you can boost customer satisfaction and keep happy customers coming back for more. It’s not just about giving them what they want but also doing things a little bit differently or surprising them in some way. It all comes down to how well your business responds to your customers’ needs – even before they ask!
Let’s take a close look at 30 ideas you can use to ensure happy customers:
#1. Reduce your customers’ pain points
Identifying and reducing possible conflict areas between your business and your customer experience is essential. Brands that seek to grow and develop must first make their customer experiences as seamless as possible. By addressing their customers’ needs, businesses can reduce the reasons why customers will not spend money.
Pain points are simply problems that your prospective customers may experience while doing business. For instance, a pain point can be a slow-loading website or a delay with customer service response. By eliminating as many of these problems as possible, your company creates a seamless customer experience.
#2. Be innovative
Technological advancements are currently at an all-time high. This means that in their minds, many customers expect to see significant changes as often as possible. Changes can range from technological upgrades to innovative deals or store policies. Being innovative with the products and services you offer is a great way to discover what customers may appreciate.
Twitter is a good example of this. Within a year, Twitter introduced several different feature updates to see which users appreciate the most. By offering a voice note feature and fleets (Twitter Stories) as updates, the app eventually incorporated them as features were introduced to the app.
As another example, No one knew that they needed ride-sharing apps until Uber arrived. You cannot only rely on customer feedback for growth. Your organization should also try to create new experiences for your customers.
#3. Connect your customer strategy with your overall identity
Your organization needs to offer services or products that no other competitor can match. The ability to create an identity for your brand is essential. By synchronizing your brand identity with your customer service strategy, your business can make customers appreciate the brand identity you’ve built.
The value that you offer your customers should influence customer interactions, pricing, and even physical layouts of your stores. By doing this, you avoid adopting a mechanical approach to every other aspect of your business apart from your customer service.
An excellent example of this strategy is used by Apple. By offering its customers a sense of exclusivity, Apple has integrated its customer service experience into everything, including its prices. The exclusivity and status that Apple offers its customers as a value proposition are reflected in its pricing. This is why, despite slow sales back in 2016, Apple did not compromise its pricing structure. By sticking to its values, Apple subconsciously reinforced the sense of superiority that comes with using Apple products in customers’ minds by finding creative ways to integrate customer service into the entire experience.
#5. Know your customers well
Customer insights must be a top priority for a business that seeks to grow. All the data at your disposal must be used to understand and anticipate what a customer wants and provide it.
For example, Amazon created a program called Amazon Insight that allows Amazon sellers to analyze and aggregate responses to surveys and provide them with actionable insights. Growth is only profitable when you understand what direction you need to grow in. You can only produce happy customers if you truly know and understand your target audience.
#6. Target customers you can win
Your organization must have the ability to understand the value that your brand offers; this allows you to identify potential customers. After determining who they are and qualifying your leads, you can create a customer experience tailored to fit their needs. Not only does this give you a deeper insight into the psychology of your customers, but it also allows you to identify effective strategies for keeping them happy.
#7. Ensure that your customer interactions are authentic
Customers know when your services are not genuine. They know when you’re not being authentic, and this discourages them from returning to your business. Your customer interactions should be as genuine and honest as possible.
Bufferapp, a social media tool used to build brands, is a great example of genuine customer interactions. The support team at Buffer is known as the Happiness Team. Their team constantly stays in contact with its customers and can answer questions and address problems as quickly as possible. Everything from the choice of name to the team members’ devotion communicates to customers that they are important and that the organization genuinely cares about them.
#8. Create a seamless omnichannel experience
Creating consistency across all customer service channels is very important (phone, email, live chat support, and others). A brand that is focused on growth must understand that there can be no customer experience gaps. For example, there should be a smooth transition from shopping physically to shopping online.
Bonobos, a popular men’s clothing store, is an example of a brand that has mastered this. The guide shop concept allowed customers to try on clothes physically before they buy online. Bonobos created an avenue for shoppers to book an appointment to try on clothes with the help of a stylist. A store guide then places the order, and the item is sent to the customer’s home from a warehouse. By creating this customer experience, Bonobos made a seamless transition across its shopping channels.
#9. Channel your ecosystem to create happy customers
Your company exists as part of an interdependent system of suppliers, retailers, manufacturers, and customers. At each level of production to consumption, there are different insights available for your organization to leverage.
For instance, a business that sells pastries may discover from its flour supplier that a certain type of flour makes cupcakes lighter and fluffier. A retailer may inform the same shop that more people ask for chocolate-flavored cakes when making purchases. This information allows your organization to leverage your strengths and identify potential weaknesses in your customer experience.
#10. Be proactive instead of reactive
A proactive customer service system means that you anticipate what your client needs before they ask for it. So how do you make this happen? Don’t wait until someone complains about an issue. Instead, address things as soon as possible to prevent unhappy customers from reaching out. This can be done by being honest and transparent with your customer base.
#11. Personalize your interactions with customers
Customers like to feel like they’re talking to a real person. One way you can do this is by using the customer’s name when you speak with them. This creates a personal connection and can make customers more likely to enjoy dealing with your company. If you’re sending emails or using an online chat system, don’t write in a generic way that could apply to anyone. Try and be as specific as possible when speaking about the customer’s order so they know just how valuable their business is to you!
#12. Ask for feedback regularly
Customers like to know that their opinion matters. If you don’t ask them for feedback on your business, they may feel unappreciated or ignored.
You can use online surveys and forms to do this easily. Don’t be afraid of negative opinions – the only way you’ll get better is by hearing about what works well and doesn’t work well with customers!
#13 Take action on customer feedback
Customer feedback is a valuable tool, so make sure you’re using it! If someone has sent in an email with suggestions for your company or product, try and implement as many of their ideas as possible. This will keep customers happy since they know that the changes were brought up by them alone. This type of action also shows true dedication to service from your company which can have a positive impact on customer happiness levels too!
#13. Surprise them with special offers
Everyone loves the sense of being special, so surprise your happy customers with little gifts or discounts! This can be done by including a gift card in order at random. It’s effective when used sporadically to keep them happy and surprised!
#14. Create a customer loyalty program
A loyalty program can even be used to encourage happy customers to refer your business to others since they know their friends will get discounts on products too. Customer loyalty programs are an excellent way for companies of all sizes and niches to make happy customers who keep coming back! This allows your company to show that you value their business, and they’ll be glad to give it in return!
#15. Show your gratitude
Write happy customers thank you letters and send them out when they’ve just made a purchase or received their order. You can also use social media to show your gratitude for happy customers who have taken the time to share photos of themselves using your products! This way, you’re not only showing happy customers that you value them but encouraging others through word-of-mouth marketing too.
#16. Improve your response time
You probably know those happy customers will be unhappy if they contact you and receive a slow response. If their problem isn’t fixed quickly, your happy customer may stop being happy very quickly! Ensure this doesn’t happen by keeping lines of communication open with happy customers at all times, so they don’t feel ignored or unappreciated for any reason.
#17. Ensure happy employees
Remember that happy employees = happy customers! There’s no doubt that satisfied employees are much more likely to care about their work and produce a better end product as a result. In addition, happy employees are much less likely to leave their jobs due to constant stress levels and other negative emotions.
Businesses can improve the happiness of their employees in several ways, including:
- Giving them autonomy over how they do their jobs
- Giving them a chance to learn and grow with the company
- Providing them with feedback to help improve their work
- Providing opportunities for fun and play at work
- Offering flexible schedules, fair pay, bonuses, and benefits, so they know you value them
This can be a powerful way for companies, large or small, to quickly boost their happy customer ratios! More content employee happiness levels lead directly into happy customer happiness as well.
#18. Excel at delivery
One of the easiest ways to create happy customers is to excel in delivery. If happy customers receive their product quickly and it’s precisely what they wanted or expected, this will make them happy. Businesses can improve delivery time by:
- Offering free shipping on all orders if possible to attract more happy customers
- Utilizing courier services to provide faster deliveries
- Make sure that your company has a reliable network of suppliers who can produce products at the right speed for you!
This way, even if there is an unexpected delay in one production area, nonetheless happy customers still get their items within reason. Business owners should be aware, though – try not to sacrifice quality when speeding up delivery times since unhappy customers may leave negative reviews about shoddy workmanship instead of waiting until after
Amazon was able to set and meet a high standard of service when it comes to product delivery. You may not be able to deliver like Amazon but to keep a happy customer, your brand must do everything possible to attain a high level of effectiveness.
#19. Continuously strive for improvement
A happy customer feels valued, comfortable, and satisfied with their purchase. Strive to bring happy customers back again by paying attention to how your business can improve each time you make a sale or interact with someone online.
Ask yourself these questions:
- How do we continue this great customer experience?
- What are the next steps our company takes in order to be better?
- Are there any areas where things could have been done differently to make it easier for the happy customer? If so, what are they?
Learn from past happy customers’ experiences so future ones will share similar excitement about working with you! This can ensure continued growth.
Google Nest Labs, a producer of smart home fixtures, is an excellent example of this. Nest Labs continually produces smart home devices. By taking regular home fixtures and transforming them into smart, beautiful, and energy-efficient products, Nest has managed to stay far ahead of the curve. Studying your market and determining what you need to bring to it will always give your business an edge over competitors and produce happier customers.
#20. Give your customers more than they expect
Giving happy customers more than they expect will help to ensure that they have a favorable opinion of your business. What can you do to go the extra mile to surprise and impress your customers? Offering a free gift, a discount on their next order, and asking for feedback will ensure they have the best possible experience.
Exceeding expectations will keep your company at the forefront of everyone’s mind and lead directly to more sales down the line.
#21. Take ownership of all problems
Happy customers will be happy to do business with you again and again if they feel their issues were listened to and taken seriously. Ensure happy customers remain happy by taking ownership of all problems and complaints quickly, efficiently, and professionally (even if you’re not at fault!)
Blowing off a customer’s concern or complaint as unimportant is one of the quickest ways to lose that happy customer forever! Not only does this tarnish your brand’s reputation, but it also leaves people feeling resentful towards your company instead of excited for future sales/products/services.
Get these things resolved ASAP! Your company will thank you later on down the line when it comes time to make another sale with another happy customer who won’t stop praising how great your service was.
#22. Keep your promises
Keeping happy customers happy involves keeping your promises. What can you do to ensure that happy customers continue doing business with you and spread the word about how great you are? Being on time, sticking to deadlines, and rising above expectations will be surefire ways for happy customers who come first!
A happy customer is a powerful thing. If they like what they see, they’ll share their experiences through social media or online review sites like Yelp!, Google+, TripAdvisor, etc… Businesses benefit from this free advertising through increased sales as more people flock towards companies producing higher-quality products and services.
#23. Show your charitable side
Showing happy customers, you care about more than just their business can be an effective way to ensure they come back for another round. What are some ways that your company can give back to the community? Providing happy customers with a chance to support something important means exponentially increasing the return on investment!
Charitable actions will not only benefit society at large, but happy customers will also see this and feel better about themselves because of it. These happy feelings could lead them right back into your arms in search of similar charitable gestures again down the line. All sorts of problems stem from unhappy people, so keeping everyone smiling is key!
#24. Put your customers in the spotlight
Sharing happy customer stories will make your customers feel appreciated and encourage them to buy more from you.
For example, many brands use customer photos, videos, and testimonials to highlight happy customers and encourage others to share with you. People love feeling special, so think of creative ways to celebrate their stories. Give people an incentive for sharing happy customer messages by offering discounts or gifts if they do! This tactic has helped many brands grow much faster. And even better? It gives you content ideas which means more happy customers coming soon!
#25. Treat your customers like royalty
While this should have been the first winning strategy, we’ve saved it for last as a reminder. Your strategies are only as good as their motivation. You must constantly put the needs of the customer at the forefront of your goals. All efforts should be geared toward producing an undoubtedly remarkable customer experience.
Remember, happy customers, are the lifeblood of a successful business. They’ll invite their friends, share your content and bring you new business. Make sure your customers always come first! Use these ideas as a starting point and brainstorm your ways to make your happy customers happy.
CustomersFirst Academy offers comprehensive customer service training designed to help you grow your skills and advance your career.
To keep learning and developing your knowledge of customer service, we highly recommend the additional resources below:
Strategies to grow and keep your customer base
Customer Service Representative Jobs
Apologizing to Customers – “Sorry for the Inconvenience”
10 Must-Know Rules of Telephone Etiquette for Customer Service