As Philip Kotler said, ” Satisfied customers are the best advertising for a company”, there is no doubt in that. For this reason, it is key to implement strategies to achieve them.
In addition, they are not only for advertising, but they also do it for free, over and over again.
Quoting Jim Rohn, an American businessman and motivational guru. “If you serve your customers well, they will open doors for you that you could never open yourself.”
Indeed, to paraphrase Kotler, an American marketing economist, “the successful salesperson first cares about the customer, and then the products.”
Not surprisingly, customer satisfaction is the best indicator to know whether they continue to buy or not.
A Proximity Marketing
Satisfied customers are also cheaper, at least in relative terms. As it costs six to seven times more to find a new customer than to retain them.
Therefore, it pays to target marketing to customer retention. Acting on these dozens of suggestions will make your satisfaction an essential part of our competitive advantage:
1) Knowing the customer and creating closeness:
Marketing that empathizes with the customer begins by observing and listening, not only to create a sense of closeness. But also to establish a dialogue that allows you to offer the products they need.
The traditional barriers are broken down and a you-to-you is established through an enriching dialogue. Which provides valuable information to the company and, in turn, satisfies the customer.
2) Dealing with education and Empathizing:
Education and respect are values that the client must be able to appreciate in the company. Either through social networks, mails, by phone or, in the face of expression, and both when informed, sold or advised.
3) Having your opinion:
Both while developing a product and after doing it, getting the opinion of customers encourages interaction and helps achieve higher satisfaction.
4) Customer orientation:
Customer satisfaction revolves around the distribution of products based on their customer preferences. The sum of small and big things will contribute to achieving a satisfied customer.
5) Deferred sales:
Promote a climate of freedom, looking for a long-term customer, which means that if they have not bought today they will do it next time.
7) Empathetic Marketing:
Aggressive marketing went down in history. We not only have to interact with the client but also offer personalized solutions to service.
8) Recommend and suggest:
Within this same dynamic, the client seeks so much that we suggest what he will need or like, as well as do it himself. Encouraging that need for two-way communication is another way to be empathetic.
9) Acknowledge mistakes:
Addressing your complaints diligently is not enough. In addition to being prompt and courteous, it is important to make them feel heard and cared for.
If any problem occurs, simply find a solution that satisfies you, within reason and common uses (for example, acceptance of returns).
10) Be true:
Courtesy and formality risk becoming a problem. When the implication is not real, it ends up being evident.
Both when it comes to advising or solving problems, employees have to look for that credibility to satisfy customers. That’s the only way to gain their attention and trust.