Meeting Customer Expectations is a top priority for many companies. According to research by Forrester published on Fonolo, nearly 95% of business leaders say that providing a customer experience is a top strategic priority and 75% want to use customer experience as a competitive advantage.
For you to satisfy the needs of your Customers you must know what it is they want.
Here are 5 things your Customers expect from you.
Customers want you to understand their needs
A Customer is likely to be frustrated and offended if a product delivered or services rendered do not solve the current need. Customers want you to first, understand their needs and expectations. The business should be able to meet what the customer hopes to obtain and also what they would find acceptable.
Customers want to reach you in multiple ways
Many customers may prefer one channel over another. Some of them may want to reach you via email while others would prefer a phone call. The millennials may want to interact with your business via social media channels. Your business should position itself in all digital channels and be open to entertain inquiries and converse Swifty with existing and prospective clients.
Customers want quick responses
Your customers want you to respond to their requests as soon as possible. One study shows that on Twitter, about 53% of customers expect a brand to respond to them in under an hour. Of course, if your business can respond in a few minutes, the customers would be happy to do business with you and this leads to customer retention. Every company should make good use of technology to reduce wait times and keep customers busy before a customer care agent picks the request up.
Your Customers want a personalized experience, not generic responses.
Sales is emotional. Customer service should be made as personal as possible. Each Customer is different and unique. What works for one Customer may not work for another. Communications should be personalized to each Customer. Try to use their personal names, titles and remember some details about them. It shows you are really interested in them and this makes their heart glad.
Your Customers expect you to solve their problems
You are in business to solve problems and get rewarded financially because of this. So when your customers come to you, they expect your product or service would solve their problems. When they make an inquiry, it is because they are interested in your brand and the business and may likely do business. These customers at times want a quick resolution to what they struggle with. Every business should do its best to equip front-line Customer service agents to have the right skill set and tools that would help them resolve Customers’ issues. Sometimes, these customers face challenges using the product or service you sold to them, in such situations be swift to provide real support to them.
Many Business owners do not know where to find expert Customer Service professionals that would help their companies achieve their objectives. Bixex could assist them. On Bixex, you can search among registered users to select those whole skills that match the job opening and contact them. Some of them could work remotely for your Company too. Some freelancers have found Bixex useful since they get to work on projects with business owners from all corners of the globe.
To join Bixex, sign up here.
Read Also: How To Increase Your Customer Base.