Date: September 18, 2020
In a survey from RightNow, it was found that 86% of consumers are willing to pay up to 25% more for a better customer experience. Customers have made it clear that the experience offered to them is a deciding factor when choosing a brand. For that reason, your brand needs to know what your customers’ needs are. Here are our top 5 most common customer needs (and how to meet them)…
We couldn’t have a list of customer needs without addressing this one. Price is a common consideration for all consumers across all industry sectors.
This is, however, taken in to account with other factors, such as experience, convenience etc., and as can be seen from the statistic above, customers are willing to pay extra for top-class service, so don’t feel as though you need to undersell in order to compete.
To meet this, you simply need to be transparent with your pricing. Customers appreciate honesty; especially when it comes to where their hard-earned cash is going.
Convenience is of major importance for both B2B and B2C brands, and this include things such as ease of access (both physically and digitally), as well as metrics such as response time, first contact resolution etc.
To meet this, simply ensure that you have a top-notch customer service team in place, ready to deliver a fantastic level of customer service. Empower your customer service team and provide them with the training and development they need to deliver a fantastic level of customer service, minimising holding times, the need for transfer and call-back, and provide them with the tools they need to make the customer’s life as easy as possible.
Although the quality of human customer service is important to your customers, most of the time they will be more than happy to self-serve and to seek out the information for themselves.
Your customer service team or provider should be harvesting important customer data (such as contact resolution and reason for contact) and then liaising with the Marketing Team to ensure the relevant support is available to customers- such as in the form of tutorial videos, FAQ’s etc.
Choice is important to your customer, providing different options for their varying needs/requirements, and links in to many of the points we have mentioned above, such as convenience.
To cater for this customer need, an omni-channel customer service solution, with options for different (but connected) customer service options works a treat.
In terms of product/service, customer surveys and feedback allow you to ask your customers directly what kind of choices and options they would like.
The overall customer experience is now a deciding factor for many customers. For this reason, brands need to make sure they’re getting this spot on.
Bringing many of the points above (and more!) together is what makes for a great overall customer experience.
For example, one of customers’ biggest pain points is having to repeat an issue to multiple people. To meet this need, you need to be providing your customers with effortless, omni-channel, integrated customer service solutions, providing convenience, choices and an overall fantastic customer experience.
If you need help with your customer service, simply get in touch with us to find out how we can help.