The top three things customers want are quality, value, and convenience. They want products that are high quality and will last, they want to feel like they are getting a good deal or their money’s worth, and they want products and services that are easy to use and access.
Quality is important to customers because they don’t want to waste their money on something that will break or stop working after a short amount of time. They want items that will last and work well. Value is also important because customers don’t want to feel like they overpaid for something – they want to feel like they got a good deal. And convenience is key because customers don’t want to have to jump through hoops or go out of their way to get what they need/want.
So when companies are creating new products or services, it’s important to keep these three things in mind: quality, value, and convenience. By keeping the customer top of mind throughout the development process, companies can create better products that people actually WANT to buy – instead of just buying because it’s the only option available.
They crave a personalized experience
Customers crave a personalized experience. In today’s world of online shopping and social media, customers expect a personalized experience when they interact with companies. They want to be treated as individuals, not as faceless members of a mass audience.
To meet this customer expectation, businesses must find ways to collect data about their customers and use that data to create personalized experiences. This can be done through targeted marketing campaigns, customized product offerings, and individualized customer service.
By personalizing the customer experience, businesses can build loyalty and increase sales.
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They want you to solve their problems
When about customer service, everyone wants their problem solved as quickly as possible with the least amount of hassle. This is especially true when dealing with large companies or organizations where it can feel like you’re just a number. Excellent customer service means solving problems efficiently and effectively, and here are three ways you can make sure your customers always feel taken care of:
1. Be available when your customers need you
This seems like a no-brainer, but making yourself available 24/7 is one of the best ways to show your customers that you’re always there for them. Whether it’s through phone, email, or live chat, make sure there’s always someone ready and willing to help solve any issues they may have.
2. Be proactive in solving problems
Your customers will appreciate it if you take the initiative in solving their problems before they even have a chance to contact you about them. This could mean regularly checking in with them to see how they’re doing or offering discounts and promotions before they even ask for them. Either way, proactively addressing their needs shows that you’re always looking out for their best interests.
3. Keep your promises
If you tell your customer that you’ll do something, make sure you follow through on your word! Whether it’s resolving an issue within a certain timeframe or offering a freebie for their trouble, following through on your promises goes a long way in building trust and loyalty between you and your customers.
They wish you would listen to them
4. It can give you a competitive advantage. In today’s competitive business landscape, any advantage you can give yourself is important. If you’re known for being a company that really listens to its customers and takes their needs into consideration, that can be a differentiating factor that helps you stand out from the competition.
How to Make Sure You’re Really Listening To Your Customers
Of course, simply saying that you’re going to start listening to your customers isn’t enough – you need to make sure you’re actually doing it. Here are a few tips:
1. Make it a priority. Listening to your customers should be a priority for your business, not something that you only do when it’s convenient. If you want to make sure you’re really hearing what your customers are saying, you need to be intentional about it.
2. Train your employees. If you want your employees to start listening to your customers, you need to train them on how to do it effectively. This means teaching them active listening skills, as well as giving them the time and resources they need to actually listen to customers (e.g. setting aside time each day to call customers, having a dedicated customer service team, etc.)
3. Use customer feedback to make decisions. Once you start collecting customer feedback, it’s important to actually use it to make decisions about your business. This means taking the time to analyze it and make changes based on what you’re hearing. Otherwise, your customers will quickly realize that you’re not really listening to them after all.
They love to be surprised
Surprises
We all love surprises. And when it comes to customer service, nothing is more appreciated than a company that goes the extra mile to surprise its customers. Whether it’s a complimentary upgrade, a special discount, or just a kind word from a representative, these little touches can really make a difference in how we perceive an organization.
Great customer service
We’ve all had bad experiences with customer service at one time or another. Whether it’s being on hold for hours or dealing with unprofessional representatives, poor customer service can leave a lasting impression on us. On the other hand, great customer service can turn an unhappy customer into a lifelong fan of your business. When we feel valued and appreciated by an organization, we’re much more likely to continue doing business with them.
They prefer saving time over money
Saving time is more important to customers than saving money, according to a new study.
In the age of online shopping and instant gratification, customers value their time more than ever before. And when it comes to making purchase decisions, they’re willing to pay a premium for products and services that save them time.
That’s the key finding of a new study from Microsoft Corp.’s Bing search engine and WPP’s Kantar Group. The two companies surveyed 6,000 people in the United States, United Kingdom, France and Germany about their attitudes toward time and money.
The results showed that 78 percent of respondents said they would rather save time than money. And when asked what they would do with an extra hour in their day, 43 percent said they would spend it with family or friends, while 34 percent said they would use it for leisure activities such as watching TV or reading. Just 23 percent said they would use the extra hour to work or do chores around the house.
“People have always valued their time,” says David Rothman, president of Kantar Insights North America. “But what’s changed is the way technology has compressed our timelines.”
They want you to give them consistent answers
When about customer service, consistency is key. Your customers want you to give them the same level of service and support every time they interact with you. Whether they’re calling your company’s hotline, emailing your support team, or engaging with you on social media, they expect the same high level of service.
One way to ensure consistency is to establish Service Level Agreements (SLAs) with your team. SLAs are contracts that outline the minimum standards of service that customers can expect from your company. By setting clear expectations and holding your team accountable to meeting those standards, you can help ensure that every customer receives the same great experience.
Another way to promote consistency is through training and certification programs for your customer-facing employees. These programs can teach your team how to properly handle customer inquiries and resolve common issues. By equipping your employees with the skills and knowledge they need to deliver outstanding service, you can help ensure that every customer interaction is a positive one.
Finally, it’s important to continuously monitor and evaluate your customer service procedures and policies. As your business grows and changes, so too should your approach to customer service. By periodically reviewing and updating your policies, you can help ensure that they continue to meet the needs of both your business and its customers.