All customers have different needs, and while you might not be able to satisfy all of them, you must try to satisfy as many as you can. Unless you can meet most of your customers’ needs, they will keep seeking other options.
For many customers, functionality is a primary necessity. This is the reason they opted to buy your product. If your product cannot deliver, you will not earn your customer’s trust and gain repeat business.
Many customers these days are operating in a difficult economy due to the pandemic. They will not buy overpriced products. You need to find a way to lower your costs to acquire these potential customers or provide more value to your product or services. However, quality cannot ever be sacrificed over price.
In a world filled with many different products, you need to make life easy for your customers. Apart from the product itself, packaging also needs to be convenient. Storing products must also be easy.
People will get to know your business is reliable if you give them what you promise. You need to avoid false advertising. If you posted a discount on your marketing materials, you need to follow through. If you implied that your products would have more features, you need to do as promised. Otherwise, people will not trust you anymore.
When purchasing products, customers like to feel they are a part of the whole process. The transaction does not end when they have paid for their product or services. Customers want to feel like they are in control of deciding which store to purchase from and how much to pay. They also need to have power if they disliked the product or service, by giving them a fair product return and replacement policy.
These days, it is not enough to give potential customers a single option. You need to ensure you give them a wide diversity of choices depending on what you are selling. In addition to the choices of products to buy, you need to provide them with a variety of payment options.You might not be able to do all these things, because no business is perfect. What you must do is show that you are doing everything you can to meet your customers’ requirements and make them feel satisfied. This will help create loyal customers that spread positive feedback about you.
This blog was written by Ingrid Lindberg, a customer service speaker and founder of Chief Customer. Her work has spanned the Fortune 500 – including Finance, Healthcare, CPG, Telco and Retail, working with companies to create differentiating customer experience strategies and cultures.