10 Simple Ways to Create Happy Customers and Boost Loyalty

10 Simple Ways to Create Happy Customers and Boost Loyalty

Discover 10 simple and effective ways to create happy customers, boost loyalty, and grow your business. Enhance satisfaction and build lasting relationships today

Tim Kuo

Tim Kuo

Dec 11th 202411 min read

man discussing ideas - Simple Ways to Create Happy Customers and Boost Loyalty

Did you notice how picky customers have become? Compared to previous years, 25% of them tend to switch brands more often. Why?

It is all about increasing customer expectations. Even when you get a “your customer service is the best” answer after resolving an issue, there is no 100% assurance that they’re happy and won’t churn.

Making customers happy is accessible only in theory. Good news - this process is measurable and business developed a list of tactics to keep the happiness barometer moving in the right direction.

Discover an ultimate guide with ten expert strategies to keep customers happy. But first, let’s check if we’re on the same page about the theory 👇

What is Customer Happiness?

Customer happiness is about the combination of the high-level satisfaction and loyalty they feel interacting with your team or product. It is all about positive emotions when your brand meets their needs correctly and on time.

How do companies understand that their customers are happy?

The customer satisfaction survey is good. However, it is based on the current environment and doesn’t provide an accurate picture. Businesses use a list of clear signs to identify the happy customer:

  • Referrals: Customers who have a positive experience with a brand tend to tell others about it. So, if you see new leads who have been said about your product by current clients, you have nurtured a happy customer base.
  • Repeated purchases: In addition to referrals, they prolong happy moments with your company/product and buy again.
  • Rare complaints: And even if they do, these comments are usually written positively.
  • Feeling of importance: Happy customers see that they and their opinions are valuable to your company.

Customer Happiness vs. Customer Satisfaction

Considering the abstract nature of happiness, businesses tend to track it with the help of customer satisfaction (CSAT) instead. It is a kind of survey asking clients: "How would you rate the overall satisfaction with the service you received?"

CSATSurveyExample - Simple Ways to Create Happy Customers and Boost Loyalty

An example of CSAT. Image source.

Usually, it is a final part of the FAQ chatbot scripts or automated popups after interaction with support agents in a live chat.

Tracking CSAT is vital, because, as well as customer happiness, it is all about emotional connection with the audience. But still satisfaction is an element of a customer's happiness.

They are similar but not quite the same.

differences - Simple Ways to Create Happy Customers and Boost Loyalty

The key difference is that customer happiness is about the entire experience within the customer timeline, while satisfaction is a one-time thing. It isn’t enough to tie them to your brand.

The result: easy switch to competitors.

Why you should invest in customer happiness

They are real treasures enhancing every team within your company: product, marketing, and sales. Just look at the top advantages you’ll get:

Increasing customer loyalty

Basically, happy customers = loyal customers. Irrespective of a price change, when people are happy with your service or product, they are more likely to make repeated purchases because they trust you. That's a fact.

stat - Simple Ways to Create Happy Customers and Boost Loyalty

Stats source: Forrester's 2024 US Customer Experience Index.

Opposite to that, clients that were dissatisfied with a brand wouldn't buy from it even with a significant price drop.

Word-of-mouth marketing support

49 of customers who had a positive experience with a company tend to share it on the internet.

Since 50 of people prefer to trust online reviews as much as recommendations from friends and family, this advocacy greatly supports marketing and sales activities.

Product improvements

In addition to high ratings, happy customers often share valuable insights on new features or services. That’s the result of their desire to repeatedly ensure the stable quality growth of the product they purchase. It can be advice on fixing the bugs or implementing new ideas.

Sales growth

sales growth stat - Simple Ways to Create Happy Customers and Boost Loyalty

Stats source: Forbes - 50 Stats That Prove the Value of Customer Experience.

The revenue growth is inevitable: by improving your product and service you earn brand advocates and build a positive reputation. The first brings you repeated purchases, the second - new ones. On top of that, returning clients is a great way to save on customer acquisition costs.

10 Ways to Keep Customers Happy and Loyal

You can find dozens of strategies on the web. Do all of them work? You’ll never know until you test it. But these ten below are best of the best - a perfect start for your company growth:

Conduct customer research regularly

How can you keep your consumers happy if you don’t understand their needs, frustrations, and expectations? And the best ways and places to collect this data are:

  • Launch customer surveys on your website,
  • Read the social media posts of your clients,
  • Company reviews on G2, Capterra,
  • Ask your support and sales agents,
  • Listen to their calls.

The last one is a method a mobile telecom operator implemented to retain clients from switching to its competitors with lower prices. First, the company CEO tried to tie current users with contracts — the worst idea ever.

The result — numerous complaints.

He listened to every call customer support agents received during that period and collected a list of customer pain points. By tackling each of them the company not only reduced churn rate, but also 2x revenue.

Here is the CEO advice: > “It’s amazing what you can do when you shut up and listen to your customers.”

Set goals

When the customer needs and interests list is ready, it’s time to set customer experience goals. Due to the abstract nature of happiness, business do this based on customer satisfaction metrics👇

Customer satisfaction scores (CSAT)

It’s an individual survey about how good your services, product, or support are. Here is what it may look like on a website:

website look - Simple Ways to Create Happy Customers and Boost Loyalty

CSAT survey in a website support chat. Image source.

CSAT always sounds like “Please tell us how satisfied you are with our product/service/support” with a list of predefined answers like “Poor,” “Average,” “Great,” or similar.

The calculation formula is basic:

the formula - Simple Ways to Create Happy Customers and Boost Loyalty

CSAT formula. Image source.

It can be one of the benchmarks. Another one👇

Net Promoter System (NPS)

It is an ideal way to measure the result of a series of customer experiences that ideally should lead to their loyalty. That’s why the NPS question sounds like:

survey popup - Simple Ways to Create Happy Customers and Boost Loyalty

Image sourced from Refiner.io. Source.

Everything below six concerns unhappy clients. A 7-8 rating is okay, but customers can easily switch to competitors. Only a 9-10 rating identifies your brand advocates. Based on this data, you can set customer experience goals like “In 3 months, we’ll achieve a 50% CSAT rate by implementing new support automation tools and reducing response time to 30 seconds.”

Check its elements. This goal sounds specific, measurable, achievable, relevant, and time-bound — the main rule here.

Remember to deliver it to your team. Ensure that everyone understands why you set it and how to achieve it.

Invest in employees experience

That’s not rocket science: a happy team makes customers happy. Employees that are unsatisfied with their work can’t provide that expected great level of experience. Here is what the stats says:

stat - Simple Ways to Create Happy Customers and Boost Loyalty

How do you ensure your team has the best possible experience?

Check if everyone in your company has access to transparent and easy internal communication channels.

  • Offer them the opportunity to grow their professional skills with the best educational resources.
  • Balance their tasks. Otherwise, it is a straight way to burnout.
  • Cultivate a supportive environment in a team to make each member feel valued. Implement recognition, reward program, wellness, and mental health programs.
  • Provide all the tools they need to access product information and interact with customers.

With the right tech stack at their fingertips, your employees can easily meet customer expectations regarding reply speed or personalization.

Skyrocket their efficiency with automation

How many hours does your team spend answering FAQs, building reports, or sending follow-ups? The good news is that you can focus on more exciting tasks and delegate all those routines to chatbots and custom AI algorithms.

Those guys can save you 1 to 4 hours a day. That's not my imagination; it's stats.

For example:

  • Proactive popups can guide website visitors through your product.
  • Chatbots - answer FAQs and qualify custom requests to route them to the right agent.
  • AI - write emails.
  • Customer service platforms - send them.

That’s a great boost to your team’s reply speed - one of the key customer requirements nowadays.

The best thing is that each of these automation platforms easily integrates with your CRM, where all your customer data and communication is stored. That means even better personalization.

AI Assistants, knowledge bases, FAQ chatbots, popups, and IVR, combined with powerful personalization, can provide that stellar level of service exactly when customers need it.

Implement a personalized approach to each customer

81% of consumers would buy from companies that provide a personalized experience. Unfortunately companies continue to treat them like just numbers: ask to repeat an issue a hundred times, send emails when a client uses WhatsApp, offer irrelevant products, etc.

To avoid such things you should have a robust CRM integrated with all the tools your team uses.

Let’s take a chatbot script case. When a new visitor starts a dialog and shares their name, interests with a chatbot, the last one should record and store that info. So that next visit, it will welcome a user by name and recommend relevant products without asking a human to repeat.

On top of that, every agent can use that data to personalize automated communications like popups and email newsletters.

Provide a variety of customer touchpoints

This is another level of personalization. It's based on your audience communication preferences: some would like to resolve an issue with an agent, others - by reading knowledge base articles.

On top of that you should consider what channels they use: messengers, email, website chat?

Start this research with their demographics and finish with customer interviews or surveys. Let's say Gen Z and Millennials prioritize social media; people in Europe - WhatsApp, and its eastern part - Telegram.

It can serve a great base for optimizing a marketing funnel or sales communications as well.

The central part here is to provide that seamless experience without asking to repeat the story each time a visitor sends a request from a new channel. There is no matter what channels combo you'll have, managers should see the customer profile and all the relevant data.

Let customers share their feedback

When setting up communication channels companies focus on support and service aspects mostly and forget about customer feedback. By allowing and engaging clients to talk about their experiences, you show that you care, that their voice matters.

Traditionally this is done with NPS or CSAT surveys. But here are some more ideas on how to organize a space where your satisfied customers could speak up their experience with your team and each other:

  • social media groups,
  • email,
  • forums
  • communities.

In the last cases, there should always be a moderator.

Set up emotional connection with your audience

Customers don't just buy a product. They support your company's mission and people. This is the point where you can bind them emotionally.

There is a list of methods to give your brand a memorable personality:

⭐ Tell about your mission. That can be an About Us page, an event pitch, or a series of posts on socials.

ASANA mission - Simple Ways to Create Happy Customers and Boost Loyalty

Asana’s mission. Image source.

⭐ Add photos and short stories of your employees. Ideally, the photos should be live, showing their individuality. Personally, I love the way Moz does this, especially that cute dog in the last photo.

Moz team - Simple Ways to Create Happy Customers and Boost Loyalty

Image source.

⭐ Share stories about people within your company or how it contributes to customer success. Here is an example of how OptimoRoute delivery route planner do it:

Optimoroute - simple ways to create happy customers and boost loyalty

Image source.

Show your customers how their purchase helps to make this world better.

Reward customers loyalty

Loyalty programs are a proven way to make customers happy. People love being rewarded. 59% of customers prefer to stay with companies that have a loyalty program.

The main idea is to make gifts to clients who make repeated purchases, share positive reviews, or bring referrals. As for the present, it can be a discount, money, bonuses, etc. It all depends on the loyalty program type:

koronapos - Simple Ways to Create Happy Customers and Boost Loyalty

Image source.

Track your success

Remember you set up customer service goals at the beginning? To achieve them, you should regularly measure your team's performance with a list of KPIs. Here are the most popular of them:

customer experience kpis - simple-ways-to-create-happy-customers-and-boost-loyalty

Image source.

Choose the ones you need and build relevant dashboards in your service. It is important to keep these analytics in one place; otherwise, it would be difficult to count. Analyze them together as one picture. Thus, you'll understand how specific changes in user experience influence their happiness and health.

Wrapping Up

Due to increasing customer expectations, focusing on satisfaction isn't enough for a company to get their loyalty. Today's goal is emotionally invested customers.

People who stick by your brand are likely to promote it by leaving positive reviews. Each strategy mentioned in this article will help you improve customer happiness. Implement them one by one and enjoy growing revenue.

FAQ on customer experience

What is customer happiness?

Customer happiness is a constantly high level of satisfaction clients experience when interacting with your team or product because you meet their needs in a way they want. As a result, you have an army of brand advocates promoting your product on the web.

How do you calculate customer happiness?

Usually, companies use customer satisfaction surveys, such as CSAT or NPS, to achieve that goal. These surveys are not ideal because they are more about one-time interaction results. But there is a clear tendency if you repeat them constantly.

What is a KPI for customer happiness?

Unfortunately there are no direct KPIs to measure customer happiness. Instead, companies track the following aspects of their customer service team performance: number of complaints, issue resolution, and retention rates,response time, and churn.

How would you define a good customer experience?

Companies that provide an outstanding customer experience have the next characteristics:

  • they promptly address needs,
  • provide clear and easy communication,
  • resolve issues quickly and effectively.
Tim Kuo

Tim Kuo

Dec 11th 202411 min read

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