Is Client Satisfaction Your Main Focus?

Business

When you run your own business, it is safe to say you have a lot of things going on at one time.

With that in mind, how much time and effort do you put into client satisfaction?

It is important to always keep in mind that you would not have a business to begin with were it not for your clients.

So, is there more you need to do when it comes to satisfying the most important folks in your business world?

Never Overlook Customer Service

In doing what it takes to satisfy and keep clients happy, here are some things to hone in on if not doing enough of:

1. Customer service – How would you rate your level of customer service? If it is adequate at best, chances are some or many clients will go elsewhere. That is especially true if they have choices when it comes to your industry. So, make it a point to go above and beyond in the area of customer service. Make sure you talk to your clients and get quality feedback from them. That feedback can go a long way in improving the customer service you provide. You want to be sure you’re a good listener. Given your interactions with many clients can be rather short, be sure you make the most of them.

2. Equipment you offer – Depending on the business you have, you may offer a lot of goods and services to clients. The key is to make sure anything you offer is top-notch. If you run a spa, salon or similar business, the facility itself and the equipment you have needs to be first-rate. If it is not, chances are some of those clients will go elsewhere at some point. From a professional facial steamer to other products, review equipment. That is do so on a regular basis. If some items appear to be on their last leg, do your best to replace them. Not only is this practical from a service standpoint, you do not want to have injuries. That would be due to bad equipment. Such injuries could happen to either clients or your staff.

3. Providing updated tech – It stands to reason a fair number of your clients use a fair amount of tech in their lives. As such, chances are some or much of the tech they use is newer. So, do your part to keep your technology updated. Not only does is this items in your business clients will be exposed to, but also like your online presence. It is critical in today’s tech world to be up to speed on your technology needs. For example, do you have a small business app? Have you put together a first-rate online store to sell goods and services? Such things can make a big difference. Of most importance, they give you a 24/7 connection with current and prospective clients.

As you look to focus in on client satisfaction, where will your priorities end up being?

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What Is Customer Engagement and How Does it Help?

Freedom Channel

It is now known that customer engagement is a hugely important element in the success of a business. This is why companies like Webio, who enable businesses to capture and increase customer engagement, are now so popular. Customer engagement is something that is seen across three distinctive elements of business, and it is important to understand that, so that you can appropriately measure how successful you are being. Let’s take a look at the three areas of customer engagement, as well as at some ways to measure this.

Advertising

According to the Advertising Research Foundation (ARF) engagement is best described as getting a prospect interested in a new idea by introducing them to the context. In other words, it describes how various viewers, readers, or other customers interact with a newly presented advertisement. There are different schools of thought about this. The old fashioned idea was a stepped approach:

  1. Catch the attention of the customer.
  2. Stimulate the desire interest of the customer.
  3. Drive the customer to make a purchase.

Today, however, things have changed. Now, the focus is on combining the message of the advertisement with symbols, associations, and metaphors.

Within advertising, a customer is considered to be engaged when they interact with the specific advertisement. This means they have purchased the product, decided to purchase the product, or recommended the product to others.

Website Analytics

Customer engagement is also very important in website analytics. This is one of the newest forms of customer reengagement. It describes how customers interact with the website of a brand. The goal of websites is to attract traffic, and to turn traffic into customers (conversion). However, there are different forms of conversions within website analytics, including:

  1. Making an online sale.
  2. Gathering new email addresses for the newsletter.
  3. Encouraging people to sign up for a free trial.

There are numerous metrics used to define engagement. A popular one is to calculate how long someone stays on the website, but also how many pages are viewed on average per visitor, or how many comments an individual makes on social media platforms.

Marketing

Finally, there is customer engagement in marketing. This describes the level of engagement with a specific brand. Very often, marketing customer engagement speaks of things like customer loyalty, and customer satisfaction. This is because the focus is strongly on how attached an individual is on the long term to a certain company. The result of high engagement is usually seen in an increase in customer advocacy and word of mouth advertisement and referrals. A lot of companies focus strongly on changing their customer engagement strategy with a focus on marketing. This is because a lot of research has demonstrated that there is a direct link between marketing customer engagement and elements such as share of wallet, ROI, stock price, and profit levels.

In an idea world, customer engagement is about all three things. Being aware of this makes it more likely that you will also be able to truly increase the number of customers who feel engaged with your brand.

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