Customers want more: 5 expectations you must meet now | Customer Experience Insight
Wait much longer to meet customers' new expectations and your company The actual implementation is quite a bit different. customer experience, leaders need to know what customers want now and and retail and tech customers are more likely to keep a keen eye on social media for the latest news. How you greet your retail customers — along with your succeeding interactions with them . “And they definitely need to be true and helpful.” 3. Customer research can help you identify your customers' needs. Find out what level of customer service your customers expect.
Strong sales are driven by emphasising the benefits that your product or service brings to your customers. If you know the challenges that face them, it's much easier to offer them solutions.
It's also well worth keeping an eye on future developments in your customers' markets and lives. Knowing the trends that are going to influence your customers helps you to anticipate what they are going to need - and offer it to them as soon as they need it.
You can conduct your own market research and there are many existing reports that can help you build a picture of where your customers' markets - and your business - may be going.
The customer's current supplier Chances are your potential customer is already buying something similar to your product or service from someone else. Before you can sell to a potential customer, you need to know: Generally people are very happy to offer this information, as well as an indication of whether they're happy with their present arrangements.
If you can find out what benefits they're looking for, you stand a better chance of being able to sell to them. The benefits may be related to price or levels of service, for example.
Are there any benefits your business can offer that are better than those the potential customer already receives? If there are, these should form the basis of any sales approach you make.
Ten things you need to know about your customers Who they are If you sell directly to individuals, find out your customers' gender, age, marital status and occupation. If you sell to other businesses, find out what size and kind of business they are. For example, are they a small private company or a big multinational?
What they do If you sell directly to individuals, it's worth knowing their occupations and interests.
Know your customers' needs
If you sell to other businesses, it helps to have an understanding of what their business is trying to achieve. Why they buy If you know why customers buy a product or service, it's easier to match their needs to the benefits your business can offer. When they buy If you approach a customer just at the time they want to buy, you will massively increase your chances of success.
How they buy For example, some people prefer to buy from a website, while others prefer a face-to-face meeting.
How much money they have You'll be more successful if you can match what you're offering to what you know your customer can afford. What makes them feel good about buying If you know what makes them tick, you can serve them in the way they prefer.
What they expect of you For example, if your customers expect reliable delivery and you don't disappoint them, you stand to gain repeat business. What they think about you If your customers enjoy dealing with you, they're likely to buy more.
And you can only tackle problems that customers have if you know what they are. Guillot says the relationship-building hinges upon that back-and-forth. Examples of small talk questions your associates can use on the sales floor: Are you enjoying your afternoon?
- Customers want more: 5 new expectations you must meet now
Did you watch the game last night? I stayed up to watch the end! What are your up to the rest of the day? Who are we shopping for today?
Friendly smiles, upbeat energy, and lots of easy small talk make every experience a positive one. They interact with you while you wait for your order through light conversation. One time, they gave me close to a dozen free salads because they were closing and needed to get rid of them. Familiarity Remember that experience I had with my friend at the tuxedo shop? That was under the category of what Guillot calls familiarity. Examples to get started with your familiarity interactions: What brings you in to see us again?
Did you have a good weekend? Familiarity in action Take a cue from hair salons. Consumers go to the same stylist for years. You share personal stories and information with your stylist, you develop a real relationship.
They return to the salon because of the human interactions, and the quality of service, they receive from that particular stylist. My own mother would drive 45 minutes to get her hair done when her stylist moved. Treat your associates as your version of stylists who can create that authentic, human connection. Commonality This is when your associates represent the people behind your brand and share a piece of themselves and thus, your brand with customers. Establishing commonalities with customers through your sales staff gives your customers something to connect with.
A shared value, perception or even voice can make your brand relatable and instill trust. Wow, how are you navigating that traffic? Are you managing to stay dry with all this rain!?
Know your customers' needs
Have been around to the corner to store X? Follow up with What do you like about that store? Encourage sales associates to share a bit about themselves, through the lens of your brand. Consumers can sniff out inauthenticity in an instant.
How to Greet Customers in Retail: 20+ Examples to Try in Your Store
Customer-associate interactions should be authentic to both the brand and your staff. Every interaction should be positive. Commonality in action I was shopping for a new snowboard at my local Christy Sports Ski and Snowboard shop.