How well do you know your customers? You have probably heard the popular business slogan “The customer is always right”, but although this might be true sometimes, the truth of the matter is that most customers are a pain in the backside to deal with.
Customer satisfaction is one of the most important aspects to consider if you intend to establish a successful business.
There are 10 things your customers wish you knew about them. Do them right and you are guaranteed a steady flow of residual income. Are you ready to find out what they are? Okay, great! Let’s get started.
Customers prefer quality to speed
According to Gallup, faster service delivery may be very efficient (in terms of cost) for a number of businesses, however, research shows that taking a little bit more time in understanding the needs of your customers plays a big part in building loyalty.
Without loyalty, it is difficult to establish a thriving business. Sometimes, all your customers want is just helpful information that will help them make better buying decisions.
I think we’ve all experienced that situation – and it doesn’t always have to be a washer/dryer or any other appliance.
Customers want you to listen
It’s every entrepreneur’s dream to change the world. However, this noble cause is also one of the biggest reasons why most businesses fail. Rather than create and develop products that your customers want and need, most businesses take the reverse approach. They fail to carry out the necessary research and as such create products that they THINK will help their customers.
Regardless of how good you think your product or service is, it will fail tremendously if you don’t actually listen to what the market says. It’s important to remember that your customers prefer personalized solutions to their problems and taking the one size fits all philosophy is one of the fastest ways to kill your business.
Your customers love being rewarded
We all love to be rewarded. It shows that we are not only valued, but also appreciated. Today, it is not uncommon to see a number of bloggers place widgets on their blog identifying their top commenters.
This is a way of rewarding them for being such diligent readers. Other ways to reward your customers can be through occasionally offering them free products. Brian Clark over at Copyblogger has a fantastic virtual service called Scribe content library where he provides his subscribers with “the finest content marketing education on the planet”.
Still other ways include offering gifts through contests. There are practically unlimited ways for you to reward your customers. All it take is a little ingenuity on your part to find out which works best.
Another great way to show appreciation to your customers is to feature them on your company Facebook page. Add a picture of them to your cover photo and call them “The Customer (or Fan) of the Week.” See how Chrysler acknowledges their customers on their Facebook page.
Friendly service is much appreciated
Did you know that one of the major reasons why most businesses lose their customers is because of rudeness and incompetency? In fact, according to the Consumer Impact Report , it was found that 86% of consumers would pay more for a better customer experience.
Could it be that you are actually losing sales because of your rudeness and incompetency? How you ask?
Well, do you take the time to respond to your customers’ queries and problems? Do you reply to emails sent to you or comments left on your blog? What about those Facebook Fan Page messages that nobody looks at? If you don’t you better start today.
Since there is no tangible human connection online, the only way to achieve this is emotionally. Neil Patel explains how he does this through the comments that are posted on his blog. For Neil, comments offer the highest form of engagement on his blog and create for him loyal readers who are more likely to do business with him in the future.
Your customers don’t want to be spammed
Unfortunately, this is a problem that even the gurus have. I have had to unsubscribe from the lists of a number of established individuals because their emails were not only to frequent, but also too pushy.
Once you collect contact information from your customers, use it wisely. Baby that list. Warm up that list. Create the connection and the trust. Then sell to the list.
Don’t take the trust and credibility that has been given to you for granted. People are very sensitive and don’t like being pushed around especially where money is involved so avoid hard selling whenever it’s possible.
HubSpot and other sites allow you to manage your email subscription preferences before you opt out of their list. This is a good way to keep the customer on your list and at the same time being less spammy.
Customers would like you to help erase their fears
The fear of looking stupid stops many people dead in their tracks. In fact, many online customers are embarrassed to admit that they don’t know how to use a site because it would make them feel dumb.
Always make sure your site is clean and easy to navigate. Don’t assume everybody is as tech savvy as you are – I fail victim to this all the time. Be simple and avoid the jargon. It probably could be the reason why you aren’t getting the kind of results you’d like.
Customers want you to justify their purchases
Buyers’ remorse is real. What your customers are really saying is this “I want to buy your product, but I need you to help me justify it to myself”. The reason for this could be due to the fact that they have had unpleasant experiences in the past and are sick and tired of all the unreal claims that have let them down. To learn how to increase conversion rates on your site click here.
It is important to let them know that even though your product is good and credible, success will only follow when the instructions are followed. In spite of this, you can assure your customers that you will provide them with all that is necessary for them to get value for their money. This includes: efficient customer support and money back guarantees amongst other things.
Customers don’t want to do the work
People are lazy. There I said it. At least, a good number of people are lazy especially your customers.
Self development coach Brian Tracy says the hardest job in the world is thinking. I agree with that statement 100%. I mean, with Google around, its easy to see why. The click button lifestyle has taken over every aspect of our lives including business.
Today, you can work, get paid, do your shopping and have it delivered to you without even leaving the couch! This kind of lifestyle has conditioned people to expect things to be done for them. And if you can’t do that for your customers i.e. go the extra mile, they will find someone who will.
Most customers like to be informed
Doing business on the internet is a bit challenging as you will constantly have to remind your customers about your products and services to keep them from going after the next shiny object.
Most people are looking for a quick fix. They will only follow you as long as the communication lines are open. Make the mistake of going silent and you will be forgotten. That is why it is important to always keep you customers informed and updated on all the new developments taking place in your business.
However, if you do this by email, make sure you know the optimal frequency of emails that your customers expect and tolerate. A simple survey question will help you determine that frequency.
Your customers need to know they can trust you
Always deliver on your promises. Always be genuine, don’t put up a false impression just to impress. Your customers need to know that they can trust you and that you are who you say you are. They need to believe in you and know that you are legit and not some random conman looking to screw them out of their hard earned money.
Remember, people only buy from those they know, like and trust. Always keep this in mind and you are guaranteed a healthy cash flow.
That’s it friends. Hopefully this post will give you an idea on the psychology of your customers and help you adequately meet their needs. I would like to know your thoughts on this. Share and leave your comments below.