Meeting customer expectations requires an individualized approach. Each customer has their own viewpoint and needs, and their decision solely relies on these requirements. To live up to customer expectations, the only solution is to provide tailored solutions, also providing them more than what they are expecting. There are four basic needs of a buyer; price, good quality, choice and convenience.
Better customer service experience is embedded with customized solutions to make things more exciting. To live up to the expectations, simply provide more than what is anticipated.
Better knowledge of consumers can put you in the driving seat. With a plethora of brand choices, customer loyalty is slowly fading away. To make the customer stick to your brand you need to keep improving and come up with ways to add value to your product.
- More brand appreciation
- Increase customer trust
- Enhance customer retention rate
- Get more clients
- More chances of growth
Why is exceeding client expectations important? Let’s take a look at some striking numbers that point to the value of meeting consumer needs:
- Personalized experience leads to more sales. 75-80% of buyers prefer the brand that offers customized experiences.
- 63% of companies that formulated excellent customer personalization tactics reach their sales goals early.
Here are some ways you can exceed customer expectations by providing a personalized customer service experience:
1. Know Your Audience:
The first step in providing a fascinating customer experience is to have complete knowledge of the buyers. Perform in-depth research, use social media platforms and create a list of customers’ interests and buying habits. The list must be created from different sources. Once you have that, you can use this information to your advantage. Train your staff to apply these techniques when interacting with the buyers.
2. Call Them by Their Name:
Customer support should always greet the customer by their name. This creates a better emotional connection and more engagement. While sending emails or chatting with clients, try to use their name more often. It piques the interest of people and you will get their attention.
3. Avoid Using Robotic Responses:
Would you rather have a customer representative who talks like a robot, reading generic responses? Certainly not. This gives clients the impression that you are not interested in what they have to say. Train your representatives to have short informal discussions with the customer just to keep things more interesting.
4. Use Different Communication Channels:
Providing different communication mediums like email, chat and online support can make the consumer feel more comfortable. Such channels improve the overall experience, bring more personalization and ensure continuity of the process. Different touchpoints of communication encourage emotional bonds.
5. Surprise Them:
Bringing an element of surprise when dealing with customers is a great way to create better interactions. Tell them about new offers, freebies, free delivery charges or fast shipping. If you have special events or there is a deal coming up, tell them. This can spice things up and bring more excitement into the process.
Final Thoughts:
Personalization not only improves the overall buyer’s experience but is also great for lead generation, increasing client base, and winning buyer’s trust. It has become an essential element of all business models.
