A business exists as long as its customers exist. When businesses go about paying heed to their own assumptions and steer away from the actual customer needs that call for a red flag. An avoidable red flag.
According to a report published by PWC, one in three customers leave a brand if met with a single poor customer experience. What you need to know is aligning your product line according to the customer needs that will turn out to be more fruitful than you envisaged.
Identifying their needs should be the lynchpin of every given business. That ensures that you have a strong built-up customer-centricity. This blog is going to walk you through the nitty-gritty of understanding customer needs.
- What are Customer Needs?
- Ways to meet Customer Needs
- Examples of good customer needs
We will dig into some of the relevant examples and some quick tips which will help you zip through the competition in no time. Let’s get to it.
What are Customer Needs?
The definition of customer needs could differ from the product or service the organization is catering to. They are the factors that trigger them to go for a certain range of products or services. The phenomena behind knowing the needs of a customer centers around analyzing the decision making process.
It is crucially important to have a pre-defined customer segmentation. And thoroughly study their interests and desires. Based on their attributes, you will get a clear-cut picture of what your selling proposition should look like.
Then, it is topped with an additional layer of psychological impacts that delve into what a client demands from a business. Plenty of external factors such as affordability, reliability, quality, and customer service come into play. Hence, it is imperative to understand how best to meet them.
Ways to Meet Customer Needs
Being able to quench the thirst of the customer’s needs is a must know-how in any given business. When you make a customer your king, you fetch your business a competitive edge over the rest. Here are a few points that will spill the code:
1. Chalk Out a ‘Customer Need’ Statement
All you need is a bold, sharp sentence that does all the talking. Your statement must constitute the 5 W’s.
- The Who: Delve into the customer’s name, age, location, preferences, etc.
- The What: Know your customer’s inclinations and harbor ways to cater to those.
- The Why: Ascertain the reasons behind them buying from you. Unlocking these answers will make it easier to offer and render benefits.
- The Where: While some clients are drawn towards e-commerce, i.e online shopping, others need the typical brick and mortar shop.
- The When: Stay alert during the festival times. Get creative be special something, say, a ‘Happy Hour’ or ‘Wow Weekends’.
2. Coherent Customer Communication
It is said that incoherent communication is the number one cause behind a churned customer. A customer wants their voice to be heard. Therefore, deliver consistency and coherency. Show them that you truly care.
Zero in on training your customer rep team to imbue excellence with each call or mail they attend to. When communicating with clients across a plethora of channels, keep your voice coherent so that the message is passed on clearly. Ensure that in all terms, your brand’s reputation might be highlighted.
3. Time for Feedback
Wondering how to easily find your customer’s likes and dislikes? Say yes to customer feedback. Of the many tools that you can take up to collect it, the survey is the easiest. You can simply conduct in via person, on-call, or take to social media as well. Prefer preparing open-ended questions, as they can say you more than just what you asked for.
Secondly, scour your social presence. Look through multiple lenses and see how they see you. Are they tagging you right? Are you getting enough social mentions? And just in case, you stumble across a disappointed customer who has not been happy with your service, owe it back to them. And show them how you value them.
4. Imbibe a Customer-First approach
The second a customer comes in contact with your website or offline presence that marks the first touchpoint of customer experience. This asks you to see your brand from a client’s perspective. What are their expectations and what makes them satisfied?
To enforce a customer-centric culture, start off with aligning your brand’s vision on the customer experience part. For that, you all will have to work as a team. Empower your customer rep team to be more thoughtful, assiduous, and proactive when it comes to showcasing unity.
Examples of Good Customer Needs
The best way to cut down on the bulging churn rates is by giving your customers a positive experience. This also augments your customer retention and builds brand loyalty too. These are some bits that a customer most likely wants:
- Trustworthy transactions, one where the services do what they promise. For example, reverting changes when possible.
- Quality products offering functionality and appeal
- A reasonable value for money
- Convenience. A report by PWC says that 43 percent of shoppers are willing to pay more when met with easy convenience.
- A supportive and understanding customer rep team. Getting heard always gives you a thumbs up.
That’s a Wrap
Goes without saying, the more a customer relates to your brand, the higher is their satisfaction rate. When you deliver a world-class customer experience, you are cued by a larger base of raving fans. Throw in your constructive value that boosts your brand’s reputation.
Start attending to your clients’ wishes and behavior and see how that guides your whole business model. Everything is easier said than done, begin with baby steps. Do your research. Know what your audience wants. Identify your biggest loopholes and the reasons behind them. Brainstorm with your team and inculcate the best ideas to redeem the gap. In no time, you will see the difference.