HubSpot专家说，如何提高客户满意度

Customer satisfaction是客户对您的业务的感觉，以及他们是否对与您的经验感到满意。

Understanding thelevel of satisfactionthat customers have for your business is important because it helps you understand what you’re doing right, as well as show you areas of your business that need improvement to ensure that you can always meet customer expectations.

Read on to discover tips from HubSpot service experts about the different ways you can ensure — and increase — customer satisfaction.

增加客户满意度的20种方法

1. Understand your customers.

The most important strategy for ensuring customer satisfaction is understanding your customers. How can you satisfy your customers if you don’t know who they are? If you don’t know their needs and pain points, how can you create a product or service that helps them resolve their challenges?

Understanding your customers begins withcustomer profiling, where you identify their purchasing behaviors, pain points, demographic information, and critical characteristics to get a better sense of who they are. With this information, you can provide superior customer service that is delightful and speaks to their exact needs.

2. Create a customer-centric culture.

Acustomer-centric culturemeans that every team and department works to foster a positive customer experience. When everyone does their job duties with the customer in mind, they are constantly solving for the customer and working to satisfy their desires and satisfy them.

For customer support, this means that all of your support practices are centered around the customer and providing satisfying experiences, like:

• Offering customer loyalty programs that are based on actions customers commonly take with your business so they don’t have to take extra steps to meet loyalty tiers
• Creating help-desk articles that use clear and easy to understand language so the customer can understand instructions
• Acting on customer feedback when they directly tell you their level of satisfaction with your business and provide areas of opportunity for improvement and growth.

3.把自己穿上客户的鞋子。

Rebecca Wong, Senior Customer Support Specialist, says “Putting myself in the shoes of the customer to anticipate follow-up questions helps me answer FAQs before they ask!”

Wong gives an example that, if she’s explaining a solution involving exporting contacts, she foresees that newer customers don’t always know the steps to do that, so she sends over a gif or short video to illustrate the steps for the customer to follow.

In addition, when you place yourself in the customer's shoes, you’re leading with empathy and understanding of the customer and their individual needs, which is another critical factor to ensuring customer satisfaction.

4. Lead with empathy, always.

Leading with empathy is a pillar of all service practices, especially customer satisfaction, as it helps you show customers that you’re on their side and working to help them succeed.

Empathy is especially critical during tough customer interactions, as the way you show support when a customer is struggling or frustrated demonstrates your level of care for them.Jessica Garcia, Customer Success Manager, says “Empathy when a customer is frustrated or seeking assistance…if the situation escalates, I always remind myself that the people won’t remember what you said but they will remember how you made them feel.”

Considering that50％of customers say they would switch to a new brand after one single bad experience, leading with empathy is always a best practice.

5.始终要求反馈。

Ensuring customer satisfaction relies on询问客户反馈.

这是您知道他们的感受的唯一方法，Chloe Christiansen, Customer Success Manager, champions this tip: “I really like giving customers the option to give feedback to better understand the experience they are having with me, other internal teams, or our actual product.”

In practice, Christiansen gets feedback from surveys, beta opportunities, or meetings, and says “Initiatives like Voce of the Customer or Product Roadblock can help [customers] make sure their voice is heard.”

A BrightLocal survey found that68%of customers were willing to provide feedback, so it’s worth asking for it.

6. Act on customer feedback.

如果您不分析并使用它来了解您的成功和缺点，您会收到什么反馈？同样重要的是，要求反馈也至关重要。

当您进一步了解客户的经验时，您可以将发现应用于运营，以确保您继续为您提供良好服务的措施，并改善使客户不满意的措施。

53%of shoppers believe that their feedback doesn’t actually go to anyone who can act on it — prove them wrong.

7. Give your support teams everything they need to succeed.

A critical factor for ensuring customer satisfaction is providing your support teams and reps with all of the resources they need to satisfy your customers. When they have everything they need to help, and they have everything they need to show up for every single customer, regardless of their issue.

这包括全面的一切on-the-job training在新员工培训中,进一步发展的机会opment, and performance feedback, as well as the everyday resources they need on the job, like access to a phone to answer calls or roadmaps for escalation protocols if a customer gets frustrated.

8.回应客户评论。

回应客户的反馈会提高满意度，因为它向客户表明您聆听他们对您的业务的评价，而不是简单地将它们视为收据中的名字。您对他们对您的业务的想法感兴趣，并且也与他们互动。

您还需要对负面评论做出回应，尽管忽略它们是多么好 - 客户是1.7x more likelyto visit your business if you respond to negative reviews.

9. Make it easy for customers to get in contact with your business.

The easier it is for customers to get in contact with you, the higher your customer satisfaction levels will be. For example, if a customer wants to place a return and can easily navigate to a returns page on your website, they’ll take less time to return a product and be satisfied with a refund or exchange.

使客户与您联系的最佳方法之一就是提供全渠道客户支持。

10.提供全渠道支持。

全渠道客户支持当您的业务提供跨多个不同渠道，平台和设备的支持时。这会提高客户满意度，因为您提供了在多个不同渠道上与您的业务进行对话的选项，从而使他们能够选择他们首选的外展表格。

For example, you can provide customers the option to message your business on Facebook messenger, use a self-service knowledge base, a chatbot on your website, or place a phone call.

11.快速回应。

Customers are always looking for fast solutions, so ensuring your support teams always respond in a timely manner is crucial to satisfying that desire. Ensure that your teams focus on being efficient with their time, and one of the ways to do this is to use automation when necessary.

For example, if someone reaches out with a question about your open hours, you can create a chatbot that sends an automated response so they don’t have to wait for a live agent. This also helps your human reps focus on and respond quickly to more pressing issues.

上面讨论的Omni-ni-ni-ni-annel支持也可以帮助您的支持代表快速响应，因为有多个不同的领域或联系点，因此客户不必在一个频道上等待。

12. Provide proactive support.

Proactive customer supportis when you make the first move towards helping your customers succeed before they reach out to you for help or even anticipate needing help.

It shows customers that you want them to be able to solve their pain points with your products or services — “Proactively sharing resources and insights… is a way to show them we care,” says毛里西奥·阿拉贡, Senior Customer Success Manager.

Essentially, you’re offering solutions to customer queries or problems that haven’t happened yet so, if they do arise, the tools they need are already available. For example, if you sell products in an online marketplace, you can create a “Products You May Like” section where you make recommendations that may supplement a customer’s experience with what you offer.

13. Practice active listening.

Active listeningis when you give your full attention to a customer so they know you’re listening, interested in what they have to say, and genuinely taking in the information they’re sharing with you.

Aragon likes this tip as well and says it is especially important during tough situations: “Practicing active listening through strategic calls is useful, especially when customers are frustrated and seeing roadblocks. Communication is key to understanding problems and finding solutions, and most of the time customers want to be heard.”

14.创建客户忠诚度计划。

客户忠诚度计划are a great way to show appreciation and ensure satisfaction as you’re rewarding customers for continuously doing business with you. These programs are also a form of proactive customer service, as you’re giving special offers and discounts that will enhance and supplement the customer experience.

Research显示,68%的忠诚customers will join a loyalty program if offered, so it’s worth considering for your business.

15. Personalize your customer service.

Ensuring customer satisfaction also means personalizing the service experiences customers have with your business. This looks like understanding their individual history with your business so you can best speak to their needs, or doing something like sending a “Happy Birthday!”

加西亚（Garcia）拥护这个技巧，并说：“将您的信息量身定制给您与您交谈的人，并考虑他们的动机/目标，以确保会议对参加的每个人来说都是最有生产力和最有价值的。”

To practice this, you can use a CRM, like集线器服务集线器, to keep track of critical customer information and interaction history. This makes it easier to understand their relationship with you, and approach all conversations in a way that is personalized to their exact needs.

16. Offer customer self-service.

Customer self-serviceis when customers can complete a task or find a resolution on their own without a support rep. It’s a form of proactive customer service, as you’re anticipating that some customers that want to come to resolutions without contacting anyone.

提供自助服务解决方案看起来像是您网站上的知识基础（这是消费者的preferred自助服务的形式），自助入职材料或教学产品视频。

69%of consumers try to solve their issues on their own, but less than one-third of companies actually offer self-service solutions — be the outlier.

17. Be honest about missteps and failures.

接到客户故障,技术error, or any type of bad experience with your business can feel disheartening. It's also discouraging for customers as they likely want to hear from you first about any lapses your business is experiencing.

Because of this, ensuring customer satisfaction looks like owning up to missteps and failures when they occur and being honest with your customers. By taking responsibility, you show that you’re authentic, you genuinely care about your customers' experience with your business, and you’ll generate trust with your audience for being honest.

Considering that trust is acritical part对于客户选择与您开展业务的选择，这是要考虑的关键技巧。而且，鉴于78% of consumerswill do business with a company again after a mistake if they provide excellent customer service.

18.进行市场研究。

您行业中的其他竞争对手可能会提供与您的类似产品，因此在两家业务之间决定客户时可能会有很少的观点。结果，进行竞争分析and studying your market and its methods can be a valuable tool for increasing customer satisfaction.

If there are areas where your competitors are falling short, you can use these areas to your advantage and ensure your business addresses them.

19. Clearly explain your role in helping customers succeed.

Telling your customers how you’ll help them along your journey with your business is a great way to keep them satisfied. Customers will know exactly what to expect from you and that they can reach out to you for help if needed, as opposed to wondering which direction they should go in to get help.

Garcia says, “I always make sure to set clear expectations about my role and help customers to understand all of the support options available to them so they can get the most out of their experience.”

20. Always establish clear next steps.

Establishing clear next steps helps ensure customer satisfaction because, according toAlex Schneider, Customer Onboarding Specialist, “This helps remove ambiguity and confusion from the customer and prevents them from having to backtrack too far.”

They know what the next step in their process is, whether it’s who will help them continue onboarding or the next step in the process for upgrading their subscription.

Go Above and Beyond to Improve Customer Services

Leveraging the tips on this list will help you go above and beyond for your customers, creating delightful experiences and positive perceptions of your brand — both of which contribute to customer satisfaction.