6 Reasons From Semalt Why Customer Satisfaction Is So Important
This wisdom comes from the Far East, including China, and its validity can also be transferred to the Western world. In today's article, we are dedicated to the topic of customer satisfaction, the importance of the relationship between SEO agencies and their clients. This article also explains six reasons why customer satisfaction can be the key to your agency's success.
The use of the term customer satisfaction is particularly characteristic of the marketing field and describes how a company's services, products and support are received by customers. If your products, and possibly your services, are well received, you can usually enjoy a high level of customer satisfaction. If your products do not convince customers sufficiently, customer satisfaction is likely to be low.
In other words: the more satisfied the customer is with your product or service, the more satisfied they are with your company.
This is why customers feedback, both positive and negative, could be an important tool for you. This way, you can improve your business in the long run. Therefore, one of your maxims should be to continuously increase your customer satisfaction.
The satisfied customer may eventually become a regular buyer or at least recommend your company or products with a clear conscience. Through this, you can expand your customer base and attract even more existing customers to your side.
As an SEO agency, you need a unique SEO tool such as the SEO Personal Dashboard to succeed in this endeavour, which we will describe for you in this content.
Why is it so important to improve customer satisfaction?
Improving customer satisfaction is a must if you want to be successful as an SEO agency. As obvious as this is, it is not possible to achieve this without the use of a proper SEO tool that can provide all the useful information your clients need in real-time. In this article, we will share with you the DSD tool, an all-in-one tool that will surely increase your customers' satisfaction and allow them to effectively develop their business in any niche.
Before we talk about the DSD tool in more detail, here are 6 reasons why you should consider ensuring customer satisfaction:
1. Strengthen customer loyalty and purchase intent
Often, customer satisfaction is scored on a scale of 1-10, which can help show the likelihood of your customer making another purchase in the future. If a score is 7 and above, the customer is likely to make repeat purchases.
If the customer rates in the 9 to 10 range, they will almost certainly recommend your business to others.
Pay particular attention to scores below 6, which may be a warning sign that the customer may not be completely satisfied with your product or service. You run the risk that such customers will not consider your business in the future.
How can these customers help you? Try to find the reasons for their dissatisfaction so that you can improve and identify weaknesses in your products or services. Don't take poor ratings and criticism too personally. Look for the opportunity to further improve your company and optimize your business policy in the negative comments.
The scale from 1 to 10 should only be used as an example. For example, Amazon, the largest e-tailer, rates its customers on a scale of 1 to 5. However, the evaluation process and method are transferable.
To strengthen your clients' loyalty as an SEO agency, an all-in-one tool such as the SEO Personal Dashboard is your best option. Such a tool will allow them to perform all the actions they are considering without resorting to another site.
2. Differentiate yourself from the competition
Is your business facing fierce competition where it has to compete for every customer? This is precisely when customer satisfaction can play a major role.
Do you offer the same product as your competitors? Without much thought, can you answer the question of why the customer should choose you? If so, your customers will probably be able to see your merits easily.
So how do you improve customer satisfaction in such a situation? Possible focal points are: Keeping your product promises and sales pitch promises as well as a quick and non-bureaucratic solution to problems, etc.
It is necessary to realize that the business relationship does not end with the sale and therefore it is very important to stay in touch with the customers and to continue to build trust. If you take care of your customers, you win!
As an SEO agency, differentiating yourself from your competitors is a focal point to stay ahead of them. In this context, adopting an effective SEO tool like the DSD that your competitors don't have access to is an opportunity not to be missed.
3. Customer satisfaction can reduce churn
According to studies, the main reason for customer churn is not price, but poor or insufficient customer service quality. By actively monitoring and measuring customer satisfaction, you can introduce new processes in time, which in turn can improve the quality of customer service.
So let's not forget that unique and quality services are at least as important to customers as the actual product or service and make sure you always meet your customers in a friendly and direct manner.
4. Highly satisfied customers multiply sales
You will certainly be surprised by the results of an Infoquest study, which shows that "very satisfied customers" bring in 2.6 times more sales than "satisfied customers" and that "extremely satisfied customers" bring in 14 times more sales than "dissatisfied customers".
If you haven't paid much attention to the issue until now, it's high time to take the results of this study into account and increase the number of "extremely satisfied customers".
Consider Customer Lifetime Value (CLV)
Customer Lifetime Value is a useful key figure that can provide a useful measurement value in the area of customer satisfaction. The business administration figure is composed of both past sales and expected future sales. Therefore, if CLV increases, sales also increase.
The relationship between customer lifetime value and customer satisfaction is as follows: Satisfied customers with high customer loyalty increase CLV!
5. Positive word of mouth attracts new customers
Not yet convinced enough of the power of customer satisfaction? According to statistics, one dissatisfied customer shares that experience with at least 15 people. These potential customers could slip through your fingers, which of course harms your business.
However, you can influence this number by regularly measuring customer satisfaction. Positive customer feedback can also be a balm to the soul and motivate you further.
6. Acquiring new customers is more expensive than keeping old ones
Marketing experts say: It pays to strengthen the relationship with your existing customers because acquiring new customers costs 6-7 times more than retaining existing ones.
Do you want to invest less in marketing to get the attention of new prospects because the market is already saturated and you are focusing on existing customers? Here are some tips on what to do about it:
- Reach out to your customers using your own blog by generating value for your customers.
- Send special campaigns via newsletter.
- Determine customer satisfaction regularly with surveys.
- Reward customers who write testimonials about your company.
When conducting customer surveys, you need to make sure you always set clear goals. This should help you achieve the required effect. Also, remember not to survey your customers just once, but several times at appropriate intervals. To be able to evaluate the results in the long term, it is important to have a comparison of these surveys.
We can also recommend perfect complaint management and, if possible, the acceptance of your customers' ideas for product optimization.
In addition, maintain your customer relations with the right tool. The SEO Personal Dashboard offers solid solutions for your business processes and can be optimally linked to the success process of your website.
Conclusion
Through this article, we have just discovered why customer satisfaction is so important. Furthermore, we have discovered that to effectively achieve this goal, you can't do without better tools depending on the context.
As an SEO agency, the only tool you need to achieve this goal is the SEO Personal Dashboard. With such a tool, you can be sure to meet all of your customers' requirements and build loyalty. Moreover, it is an exceptional tool that allows you to earn money by joining the Semalt Partner Program.
We hope this article has served as a guide for you to think about improving customer satisfaction with your services. If you have any questions or concerns, please feel free to contact us. We'd also love to hear from you in the comments.
Want to learn more about SEO? Check out some of the free tips we keep posting on our blog every day.