Posted on 28 August, 2017 | 3 mins
Let’s face it: your customers have infinite choices of where to spend their money. Business decision-makers like you feel the pressure to be the very best, and customer happiness is a great way to elevate your company above the competition.
Customer happiness positively impacts all areas of your business. Happy customers spend more money (60% more per transaction1) and spread the word about your goods or services. They also shop with you 90% more frequently, inspiring loyalty and recurring sales. But how do you make customers happy?
Cloud-based apps can be a great equaliser here for the time- and cash-poor small business.
At 9 Spokes, we’ve hand-picked the best business apps to help you quickly and easily meet your customer needs, so you can focus more on working on your business. We know how important customer happiness is to business success, so we’re bringing you a three-part series on increasing customer happiness and how business apps can help. Unsure exactly what business apps are? Take a quick look at our blog on the matter first.
Ready? Let's save your customers (and your business) time with apps.
Save your customers time
It feels like there’s never enough time. The small business owners we talk to tell us that they want more of it to get everything done. Your customers feel this way, too. Now more than ever people are seeking immediacy and, ultimately, your customers want to feel like you value their time by not wasting it.
A good website answers your customers’ questions before they're asked. It may seem counter intuitive, but you want your customers to spend less time on your website, not more. When a customer can quickly find what they need and complete what they set out to do, they're more likely to feel satisfied, engaged and happy.
So, consider integrating world-class POS and eCommerce services with apps like Vend, which provide a seamless and easy checkout function. On average, almost 70% of shopping carts are abandoned2. With our best-in-brand app selection, you can find out why and start taking steps to streamline your customer journey and keep your customers engaged, from start to finish.
Your website is also a way to save your customers time through communication. For instance, you can use apps like LiveChat to integrate chat into your website. These days, your customers are less likely to pick up the phone if they have a question. In fact, 42% of customers favour live chat as a means to get in touch—notably higher than email (23%) and social media (16%)3. Using chat apps helps you respond quickly to customer queries. You can also avoid drop-off rate by swiftly directing your customers to the information they need and keeping them on your website.
Save yourself time, too
When your customers visit your site, you'll capture their data by signing them up for a newsletter, selling a product or completing one of many other defined Google Analytics goals. You can then track the success of your website using your free 9 Spokes data dashboard and by keeping an eye on our Goal Conversion widget and Website Traffic widget, both powered by Google Analytics.
By monitoring the correlation between website traffic and income, you can determine if people who are visiting your website are also buying your goods and services. Set smart website-related KPIs that can help guide your next action, so you can make your customers happier as you learn more about them, and meet your business goals.
And you also save yourself time—by automating mundane tasks with your apps and by making faster, better decisions with the help of your data dashboard.
Here at 9 Spokes, we do extensive research on all the finest business apps that can deliver you a superior selection. The premium apps we talked about today—Shopify, Vend and LiveChat—all offer multi-week free trials so you can experience their amazing features for yourself. Google Analytics, meanwhile, is free for any website owner to use. Click on any of the apps we’ve mentioned to get to their free trial page.
Sign up for your free 9 Spokes data dashboard today, connect some customer-focussed apps and start seeing your business (and customers) more clearly.
Missed any part of our customer happiness series?
- In part two, we talk about managing your customer relationships.
- In our third and final post, we look at building customer loyalty.