As a manufacturing company, customer satisfaction and loyalty are key factors in building a stable, long-term, and profitable business. However, staying ahead of the competition is an ongoing challenge. With new digital opportunities, companies can take a broader range of actions to enhance their competitiveness.
Here are the top five tips that manufacturing companies can use to boost customer satisfaction and loyalty within their customer base.
1. Increase customer interaction opportunities with a client portal
Traditionally, manufacturing companies have relied on salespeople or account managers to contact customers twice a year to inform them about new products and take orders. New customer relationships have typically been created through cold calls, trade fairs or industry events.
By adopting a customer-centric approach and enabling customers to take the lead through digital channels, they gain greater control over the contact process, choosing when and how they want to be reached. A B2B client portal, where customers can view contract prices, place orders, and discover new products, significantly reduces the risk of pricing errors and ensures no customer is overlooked.
2. Improve customer service with digital solutions
A customer portal makes it easy for customers to contact the company directly regarding complaints or product inquiries. For customer service teams, it means having all necessary customer information available before the first contact, eliminating the need to ask for customer numbers or search for previous orders.
This provides faster and more personalized service, increasing customer satisfaction and loyalty. By making it easy to get in touch, even small issues can be addressed quickly before they become bigger problems.
READ MORE: What is the role of a client portal for a manufacturing company?
With today's rapid developments, there are also great opportunities to use AI chatbots. They can provide direct and precise answers as well as personalized recommendations based on the customer's previous purchases.
3. Create automated customer flows
With digital solutions, many customer workflows can be automated, reducing the burden on the business. For example, subscriptions and automatic orders for consumables can be set up, ensuring that customers can always access what they need. This reduces customer downtime and production interruptions, which in turn increases both customer satisfaction and loyalty.
4. Increase upselling and customer satisfaction with more products
Digital channels make it easier to showcase a wider range of products, helping customers discover items they might otherwise have bought from a competitor. By quickly providing what customers want, customers can reduce the number of suppliers they rely on and strengthen their loyalty to their preferred ones. Over time, they start asking for more products in the range themselves. This drives additional sales while enhancing customer satisfaction.
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5. Put the customer in the driver's seat
In short, it's about giving the customer control over their buying process. When they can access the customer portal themselves, find product information, and easily place orders, life is easier for all parties.
Allow the customer to set purchase limits, establish their own authorization procedures, and decide who has access to the system. This way, the buying process is on their terms. At the same time, you reduce the workload for your organization. It's a true win-win.
Even more insights
Want to learn more about how manufacturing companies can increase customer satisfaction and loyalty through digital initiatives? Download our latest white paper: ”From Efficiency to Expansion: The Evolution of E-Commerce in Manufacturing” . You'll learn everything and more about how to create effective and profitable B2B digital commerce.
