Boss Lady

Why tracking improves customer’s satisfaction

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Customers’ satisfaction is the beating heart of a business. Regardless of your market, your size, or your industry field, keeping your customers happy is key to survival and growth. There is no miracle recipe. If you’re going to increase your profits, you need to improve customers’ satisfaction.

A business that is dedicated to boosting customers’ approval needs to invest in the different elements inherent to the interactions with customers. it comes as a surprise to no-one that being nice to your customers remains a priority. More often than not, customers’ behaviours reflect your attitude towards them. A business that ignores queries or doesn’t treat clients as well as they should, is likely to experience poor reviews and a drop in transactions (and profits). Therefore, maximising your availability to tackle questions on the go and learning from their feedback can provide an easy way to improve customers’ satisfaction.

Yet, relying on feedback and life conversations force you to embrace a reactive approach. On the other end, tracking your customers gives you clues about areas that need improvements so that you can correct problems proactively before they affect your growth.

Understand where they’re coming from

Customers rarely stumble upon a brand by mistake. They went on a journey to find your business, your offer, your service. There is no random click on the customers’ journey. As such, a marketing software solution that highlights the path customers took to get to you can be a game-changer. Knowing in which context a customer found your phone number, for instance, using call tracking systems, can help you understand how to manage each path more effectively. For example, someone who calls you after reading an informative article about your services will not require the same sales speech and support as someone who isn’t familiar with your products.

Monitor your services & products

A customer doesn’t only get in touch before purchasing a product or a service. Interactions can occur throughout the lifetime of their purchase. That’s precisely why a brand such as Apple asks for customers’ authorisation to maintain essential product and service monitoring. Their crash report allows the IT giant to improve its offering continuously. Apple is only able to carry on their tracking strategy only with the explicit agreement of customers. While the crash report is part of Apple’s continuing improvement strategy, it also ensures that customers’ issues are not left unmonitored or ignored. They can be tackled and avoided as the brand learns more about unexpected bugs.

Above and beyond through social media tracking

Nobody has the time to read through their followers’ profiles and status updates. However, doing basic background research on users who contact you directly via social media can help to tackle their queries. Brands such as T-Mobile, Nike and Spotify have mastered the art of responding to comments on social media. They are not afraid to engage with their customers individually, refer to former posts by the same user that are relevant to the issue,and bring the interaction to the next level. Why it’s not proactive tracking per se, social media managers collect data before engaging online.

At an age where customers worry about their data, it’s essential to make the most of the information that is already accessible and available. Using smart solutions to track interactions or asking customers if they agree to let you monitor your products after purchase, you can learn valuable customers’ satisfaction lessons. The more you know about your customers, the easier it is to meet their expectations.

About Business Woman Media

Our women don’t want to settle for anything but the best. They understand that success is a journey involving personal growth, savvy optimism and the tenacity to be the best. We believe in pragmatism, having fun, hard-work and sharing inspiration. LinkedIn

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