Business enhances customer satisfaction by getting customer feedback. They ought to understand the thinking of their customers to meet clients’ needs. The following are the strategies used to enhance customer satisfaction:
The first strategy involves seeking feedback. The process involves asking the customers what they need. Communication with customers is essential (Eneizan, Wahab & Wahab, 2016). Seeking feedback also involves asking questions immediately. The questions ought to guide the clients what they want to give. Lastly, customers should be allowed to be anonymous. Customers prefer honesty with an organization if they are anonymous. They do not like the risk of getting prejudiced if they continue working with the company or any person for expressing their ideas.
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The second technique includes analyzing online comments. People will usually talk about a lot of things, such as ideas and experiences. The conversations can involve shopping at the stores. Besides, negative interactions and associations can trend faster compared to the positive ones (Ramanathan, Subramanian & Parrott, 2017). At the same time, approaching feedbacks online can be used to analyze online comments. People commenting online can be classified into two. There are those who excited and would want to be part of the business and those who get disappointed with the organization.
The third approach is using focus groups. Questioning the team to gather feedback is essential to understand the thinking and implication of the client. In the case of a focus group, the interviewer who represents the business typically guides the people involved with selected questions to understand and identify constructive criticism (Ramanathan, Subramanian & Parrott, 2017). The use of focus groups is vital because it offers an opportunity to gain or receive honest responses. People will refine their answers in writing and offer an honest opinion rather than a speech where someone may blurt out anything without thinking.
References
Eneizan, B. M., Wahab, K. A., & Abd Wahab, K. (2016). Effect of green marketing strategy on customer satisfaction in Jordan. Oman Chapter of Arabian Journal of Business and Management Review, 34(3403), 1-7.
Ramanathan, U., Subramanian, N., & Parrott, G. (2017). Role of social media in retail network operations and marketing to enhance customer satisfaction. International Journal of Operations & Production Management.
