Your customers are the most important aspect of your business. Without them, you would have no business so it’s imperative you keep them happy. But do you know what your customers really want? Life is busy, and things change in the blink of an eye, including what your customers want out of your business. You need to stay one step ahead. Here’s what they are expecting from businesses right now.
No Repeats
When a problem arises, many customers can be persuaded to stay with a business if it is dealt with quickly and efficiently. However, the set up of many businesses requires them to go through the situation again and again. The last thing a customer wants is to have to tell the same story over and over again to different departments or different customer service reps. Similarly, customers want answers to their questions the first time they’re asked, and they want to be able to get those answers by phone, email or online chat box.
Personalization
These days, a customer never wants to feel like a statistic. Each customer is unique and every business should be aware of that. In fact, recent research has shown customers find it even more important to be addressed with personalized information than resolving a complaint quickly. Treat your customers like each and everyone matters. When you do this, you’re far more likely to convert them into long-term loyal customers. Using strategies like personalized emails and personalized product introductions can make customers feel appreciated.
Make it Easy
Many customers barely find the time to browse online, never mind be held up by simple things that take longer than they should. Customers like things dropped in their laps, so you must learn as much as you can about them. Once you know your customers well, you’ll be able to predict next purchases and offer what they want before your competitors do.
Something else to keep in mind when it comes to making things easy is abandoned shopping carts. Many people abandon online shopping carts if pages run slow, so it’s important to have a great credit card processor on hand.
Get Rid of Interactive Voice Response
Have you ever sat there on your phone waiting for an interactive voice to go through your options before you get to speak to a real-life human? If you have, you’ll understand how frustrating it can be. It’s shocking how many companies still use this customer service hack. For years studies have shown customers despise them. If you have a business where customers want to chat for whatever reason, don’t invest in interactive voice response.
Answers
Customers will always have questions. From price and product queries to complaints and recommendations, they will always have a voice. It’s important to have answers ready for your customers. You can answer common questions by having an FAQ section on your website, but it’s also important to train your staff so they know your business almost as well as you do. You can also work to have consistency within your organization. When you have consistency and your staff knows the business well, they can address customer questions and needs quickly. That’s a great step towards satisfying your customer’s needs.
Without customers, you won’t have a business. Strive to understand what they want so you can stay in business. What customers want will always change, so you must keep them at the forefront of your business at all times.
Carolyn R. Owens has over 25 years of proven experience and serves as a Career Strategist, Executive and Leadership Coach. She is the President of Infinity Coaching, Inc. where she can help you up-level your skills, so you can up-level your income, career, business or life. Infinity Coaching, Inc. provides one-on-one and group coaching, organizational training, personality assessments, and a signature program, the Infinity Coaching Inner Circle. Carolyn is certified to give both The Energy Leadership Index Assessment and Myers Briggs Type Indicator Assessment. You can find out more he about both assessments and other products and services at https://infinitycoaching.net.
