Vending.com - Factors To Consider Gaining Happy Customers

Factors to Consider Gaining Happy Customers

Customers today have more information, needs, and power than ever before, and marketers must strive to live up to their expectations to provide a better customer experience. Customer happiness, like customer engagement, is a vital measure of success nowadays. While brand recognition has long been a marketing goal, implying one-way, business-to-consumer broadcasts, customer engagement suggests the growing importance of more intimate connections through two-way interaction. These connections result in satisfied consumers and simply making your customers happy.

Low levels of customer satisfaction imply that your retention rates will be low as well. According to Kolsky’s research, just one out of every 26 dissatisfied consumers reports. More significantly, 91% of unhappy consumers who do report a complaint vanish. You can afford to lose 91% of your unhappy customers with that in mind. Based on consumer insights, you may optimize the customer experience, boost customer happiness, and increase retention rates. Continue reading to discover low customers and obtain more happy customers.

Let us consider an example: When a consumer has a problem with the machine, where can they go to file a complaint? For a refund of their funds? For the item that became trapped in the machine? They sometimes direct their anger at the device, causing damage to the engine and the surrounding space, such as scratching the floor or destroying the walls. Vending machine sales may suffer as a result of this discontent. 

Here are some simple steps to enhance customer service and boost vending machine sales.

What can a vending business do to improve the customer experience and vending machine sales without consumers’ feedback? There are specific techniques to follow to enhance the customer experience. These are best practices followed by reliable vending business experts like Vending.com.

Make Sure To Address Complaints Immediately: There are various ways to achieve this, but the easiest is to maintain at least some contact information on the devices. Customers may contact suppliers and report any difficulties using a phone number or email address. Vendors can also employ call centers to manage complaints after hours. Customers would feel better, and vending machine profit would increase if suppliers responded quickly to complaints. At Vending.com we make our customers feel valued in realizing that their opinions matter and that their business is appreciated. 

Always keep your machines in perfect working condition: If consumers have frequent issues, such as the bill validator not accepting their money, resolving the issue is important to maintain customers returning to your vending machine and increase sales. People are not interested in buying products from vending machines if they have difficulties with them. Although supporting devices in perfect working order and keeping them clean takes effort, attracting consumers to visit the machine and purchase items is worthwhile. Even if it means completely replacing a vending machine, providing consumers with a comfortable experience goes a long way toward enhancing customer happiness and vending machine sales.

Maintain closer relationships with the contact person (POC): To cite an example, there will always be a point of contact for vendors and route drivers at office buildings, residences, and hospitals. This individual will collect consumer complaints, take down names of persons who require refunds and keep track of issues with the equipment. They are doing free services for the vendor. Maintaining a positive relationship with this person will improve their experience with the vendor. Suppose a vendor notices that a customer is unhappy since they have spent too much time receiving complaints about a machine. In that case, they should offer them a beverage or snack as appreciation. These are ways vendors may improve the customer experience, encourage customers to return to vending machines, and boost total vending machine revenue.

Final Thoughts: When improving your customer service and boosting brand satisfaction, there are various factors to consider. To simplify things, we recommend that you follow our suggestions, but don’t limit yourself. You can master your company’s customer service using various innovative methods – and you should never stop if you want to be the best-loved brand in the world.

Vending.com offers full service programs that help the first time owner-operator just getting started in the vending business or the seasoned vendor-operator looking to expand a growing business. Be a part of the rapidly growing vending industry with Vending.com. Our vending experts are standing by to help with your questions call us at 1-855-929-1042.

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Ways customer service influences your vending business

“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” 

– Maya Angelou – Poet, memoirist, and civil rights activist

Certain sayings have a great deal of wisdom hidden in them that resonates with us. What makes them great is how they remain true across time. We all must have heard the above Maya Angelou quote in some variation or another, and this holds for customer satisfaction, which in turn drives sales success.

Customer Satisfaction = Customer Service + Customer Experience

A particular study by Oracle® found that 86% of the surveyed consumers were willing to pay more for better customer service. The link between customer satisfaction and sales success is well-documented.

Though there are multiple definitions based on context, we could safely take the following equation as the simplest canonical form: Customer Satisfaction = Customer Service + Customer Experience. 

Customer satisfaction is a combination of aspects that are in our control, 

  • Vending customer service, the tangible aspects such as a well maintained and stocked machine, ensures full marks
  • Customer experience, where the intangible elements, such as aesthetics or a contactless and cashless experience, come into the picture.

At Vending.com, our machines cover both aspects. 

Quality of Customer Service

Vending customer service is key to gaining repeat customers and growing your business.

Stock availability

More product selections translate to more sales. Our combo vending machines, for instance, vends multiple product types and has a flexible and high storage capacity.

Ease of Use 

The customer does not like coin jams, bills returned, glitchy interfaces, or faulty buttons. The customer depends on the vending equipment to save them time while servicing their needs.

Safety

Vending equipment is a substantial piece of machinery. As rugged and handsome as they are, they still need to be grounded, balanced, and suitably located to stave off any possibility of injury. In today’s environment, sanitization of high contact surfaces are also non-negotiable. Check out our UVend Technology that provides a safer vending experience for customers.

Quality of Customer Experience

Customers are the cornerstone of your success. Focusing on the below areas will help in maintaining and optimizing the quality of their interaction with your vending business.

  • Ease of accessing information: We are living in a mobile-first consumer environment. Your customers are used to responsive touchscreens with strategically located useful information. They expect no less from their food, snack, or drink vending machines.
  • Technology
  • Cashless: Again, the focus is on a seamless interaction. One where mobile and card-based payment systems increase convenience for the customer. Our offerings are equipped with the latest payment acceptance systems. Additionally, in some cases, these offerings can be retrofitted. We recommend contacting your sales representative for more information.
  • Contactless: Unattended retail is growing. With this, our machines are equipped to make the entire user-machine interaction contactless, from product selection to payment to delivery. We ensure a no-touch experience to the end-users. 
  • Aesthetics – The Where, How, and Wow of Product Placement
  • Planogram: Out of sight, out of mind. We do not want visibility to affect your sales. Our in-house experts help you plan the positioning of your best-sellers. This ensures customers do not turn to another machine just because they could not spot the snack they wanted.
  • Lighting: Visibility is one thing. Viewability is another. Vending.com machines have strategically placed LED bulbs that enhance merchandise viewability.
  • Design: The where and how of product placement is covered, and now we come to the ‘wow.’ Depending on the audience targeted, a good design helps you get extra sales. Vending.com helps you convert your branding goals or your marketing ideas into visual graphic wraps
  • Alignment with/cognisance of customer philosophy
  • Accessibility: Patrons will range from children or elderly or the differently-abled. As such, our machines are all ADA compliant or ADA ready.
  • Sustainability: Consumers are now more aware than ever of the environmental impact of their purchase decisions. Vending.com has always been at the forefront of creating or in the early adoption of energy-efficient practices. Our machines are ENERGY STAR® certified. We constantly innovate through engineering and sourcing to keep the toll on our environment to a bare minimum.

We have ensured client success throughout our decades (90 years) of experience in delivering automatic merchandising equipment by helping our clients provide great end-user service and constantly optimize the end-user experience. We deliver thanks to our consistent focus on innovation and dedicated and exhaustive service, maintenance, and repair.

Making Vending Machines Your Best Salesperson

With a vending machine, there is an opportunity to provide standardized vending customer service and a quality customer experience to ensure more repeat sales and increased customer loyalty.

At Vending.com, we focus on making our machines a delight to use. We incorporate customer feedback and industry trends into our R&D. Connect with us to know more about the features and machines that will drive more vending sales for your business at 1-855-929-1042.