These days, customers are presented with a plethora of options at their fingertips, making it difficult for businesses to understand what customers want. Due to an overcrowded market of sellers, customers’ expectations are higher than ever. Indeed, the launch of tools for evaluating customer data allows businesses to personalize customer relationships. But this innovative power has a different set of challenges. Audiences now hope businesses realize their unique needs and serve them appropriately. Here’s when the destruction begins to occur. Brands fail to fit the bill, and consumers are left disappointed.
Luckily, we have scooped out six hidden secrets to help you understand what your customer wants. So stay with us, and let’s dig together.
5 Things Customers Wants From You But Can’t Express
They Want You To Take Signals
Indeed, adapting to modernized methods, i.e. CRM, is the best way to serve your customer with the best. But is CRM enough? No. That’s because CRM itself is a bot that works according to instructions provided by humans. And the fact is bots lack relational intelligence and cannot grasp human signals.
Allow us to explain it with an example –
A working woman is very excited to find an online grocery service that cuts down on the hassle of going to the supermarket. But the shop’s policy of requiring a signature budges her, as she’s not at home at the delivery time. The lady uses email business writing services to communicate her point and her wish to get the problem resolved. But, all she gets in return is a steady stream of promotional emails with no response to her email. Because, of course, CRMs are assigned to send emails, with no proper check by humans. As a result, she ends up canceling her order and prefers going to a supermarket herself.
What exactly happened here is, the online grocery store failed to take human signals and relied completely on bots. And that’s the sole driver of collapse.
They Want You To Be Approachable
Being approachable isn’t limited to keeping your doors open 24/7; companies need to look at the bigger picture to make sure they can be reached. The wealth of research discloses that modern customers expect their favorite brand to communicate able across 10 different channels, AT LEAST. Besides, they look forward to real-time communication and instant responses from customer support.
For example, a start-up content writing agency UK witnessed new heights of success in a very short span. They worked with huge names in the industry and turned into a leading business within months. It was discovered through research that they kept themselves accessible on various communication mediums, 24/7. And customers admired their customer service so much that they were not reluctant to hire a similar agency over and over again.
Fast, justified, and helpful responses are what customers crave for!
They Want You To Surprise Them
People expect the unexpected. Surprises are an incredibly powerful hack that can turn your audience stick to your brand forever! Surprising your loyal or new buyers with discounts, gift hampers, a birthday card, or redeemable points can be a great source of help. These discounts have the power to shape the whole customer experience and make them optimistic about your brand. At the root, every consumer wishes to save money and get the best quality product and peerless customer service at the same time. And yet, surprising them with the mentioned options can turn all tides in your favor.
They Want You To Be Proactive
Companies with the best reputation have committed this to their memory: Never brush off a customer’s request without giving a satisfactory solution!
One of the most recommended customer service tips to get satisfactory solutions is to step in their shoes. Think as a customer, would you be satisfied with the solution offered by you?
The best way to figure out a solution is to listen to the problem carefully and initially ask them for what kind of solution or compensation they expect. It would be great if you could resolve the issue on-spot. But if you need to discuss it with the management, request them to give you some time, and then try to deliver at least something that’s close to what they desire. For example, you are an online product description writer! But there’s a rare occasion when the customer is unsatisfied with your service. What you’d do? Either offer a free revision or refund their money. Right?
Then sign off the complaint by saying: “You are one of our most special clients.” We are sorry for your experience! “We’d do anything to offer you the highest-grade service.”
They Want You To Use An Optimistic Tone
Politeness is the key to winning your customer’s heart, no matter how badly you messed up with your service or product. According to experts, frustrated customers not only look for compensation but always want someone to deal with them positively. Rather than offering compensation directly, acknowledge their emotions and tell them that you know how they feel! Let them speak (shout) their heart out, and once they are calmed, offer them a solution (just the way mentioned above).
Show empathy by saying, “We know how you feel, and we can do anything to clean the mess!”
Or perhaps, you may say, “Please tell us how we can make things better. We’d do anything to make you feel better!”
This kind of behavior works like magic; they want you to deal with an optimistic approach. Whether you run an online digital marketing business or sell any tangible commodity, an optimistic approach can make you pipe down the matter.
Cutting It Short
Knowing what your customer wants is the easiest way to have a leg up in the crowd. Undeniably, the quality of your product/services makes you earn with both hands. But customer service and knowing what they expect from you, make your business thrive in long term. Ensure you add the best customer service skills just to make sure your customers are happy and satisfied with you.