Do you know if your customers are happy? Are they happy with your product or service? Do you even know how to tell or measure if your customers are happy?
96% of unhappy customers don’t complain, and 91% of those will leave and never come back. You may never know if your customers are happy or not.
But what is customer happiness and why is it important?
We’ll go over the definition of customer happiness, why it’s important and how to improve it.
So let’s get into it!
What is customer happiness?
Customer happiness is when your customers are fully satisfied with your product and services. The customer will have no issues with the interaction with your company. This can be hard to achieve as all customers are different and you won’t be able to keep 100% of all of your customers happy. But you can do your part to maximize customer satisfaction and minimize customer churn.
Why is customer happiness important?
Customer happiness can have a direct impact on your business. It can help improve:
- brand reputation
- customer loyalty and customer retention
- Reduce customer churn
As all of these factors can help influence your recurring revenue and profit! Let’s go into detail about how customer happiness can improve each.
Happy customers will mean happy reviews and overall a greater experience for them. This will relate to how customers will perceive your brand.
When customers are happy with your brand, they will recommend your company to friends and family, leave a positive review, and share their experiences on social media. This will improve your brand reputation as consumers will start to associate your brand with a positive experience. Less negative word of mouth will happen to result in new customers.
Customer loyalty and customer retention
Happy customers will tend to come back to companies they support or love. Have you ever bought anything from a company you were unhappy with? So why would any of your customers?
Happy customers can turn into loyal customers and will choose your brand over your competitors! This will increase your customer loyalty and revenue.
If your customers aren’t loyal, they will still come back since their happy. Customer retention is a great way to increase your recurring revenue!
Always remember that it’s more expensive to get a new customer than it is to keep one.
Reduce Customer Churn
Customer churn is never a good sign. Not all of your customers will be happy with your products, but it’s important to minimize your customers leaving. The more happy customers you have, the less will leave!
Customer churn happens for several reasons:
- Wrong customers
- Aren’t satisfied with your product
- Competitors are better
- No longer see value in your product
- Poor customer experience
Once you see the areas of your business plan that need improvements, you can make those adjustments to make sure that your customers are satisfied and chose you over your competitors.
How to improve customer happiness
Many factors will help keep your customers happy! You should analyze all parts of your customer journey to see areas of improvement. Some factors that will help keep your customers happy are:
- Great customer service
- Great product or service
- Create a personalized experience
- Honesty and transparency
- Brand message and story
Great customer service
There are many benefits of having good customer service, one of them is having happy customers! Half of Americans have scrapped a planned purchase due to bad service. Having great customer service will help your customers feel appreciated and will have a better experience. 73% of consumers love a brand because of helpful customer service
Having a great product or service
No one likes paying for a poor quality product or service. If your customers are complaining about your product or services, take some time to make some improvements. Selling a poorly designed product can result in a negative brand image and reputation.
When customers are happy with their purchases, they are happy with your brand! Plus, Customers will be willing to pay more for high-quality products and services that are within their purchasing power.
Create a personalized shopping experience.
Customers love a personal experience! It’s been reported that 73% of consumers prefer brands that personalize their shopping experience. Sending customized emails, discounts and incentives can all create a wonderful shopping experience for your customers.
Also creating a relationship with your business and customers can help increase customer loyalty and happiness.
Honesty and transparency
You should never lie or hide anything from your customers. Hidden fees or conditions always cause problems and will usually result in a negative experience. If you or your employees make a mistake, always deal with it right away. Be honest and transparent about the issue, and how you plan to resolve it. When you’re honest about the mistakes, this displays customer care and you’re willing to resolve any issues. This shows that you’re willing to make the customer happy.
Having a great brand message and story
Creating a great brand message and story can have an impact on your recurring revenue and growth. Customers love supporting brands that have a great message and story they can support. When customers share the same value as your brand, they are more likely to stay!
89% of customers stay loyal to brands that share their values.
You can share your brand story by creating
- social media posts
- Printed marketing materials
Happy customers can have a direct impact on your business! It will increase customer retention, loyalty, and recurring revenue. There are many things you can do to ensure your customers are happy and stay happy. You want to associate your brand that values its customers and makes them feel appreciated. You can implement these steps today and help improve the customer experience.
How will you make your customers happy?