Maham Riaz (November 2, 2016)
Exceptional customer service is the key differentiator that makes customers give preference to a business. What are the factors that make customers always choose a brand? Developing a strong bond with clients requires understanding of their needs and emotions. In order to create a service experience that keeps them coming back to you, get to know them better. You should know what they need from a business in terms of products and service, what they value and what it takes to develop brand affinity. Many businesses stop caring about changing customer needs and expectations after they have acquired clients, as a result they end up losing many of them. Make sure you keep yourself updated regarding their needs and surprise them every time they buy from you. Here are a few essential factors that you need to consider in order to make them always choose you!
Always Cater to Customer Needs and Pain Points
Identifying client needs and pain points is the first step in getting them to come back to you. If you want brand advocates for your business, make sure you thoroughly understand what your clients’ needs are and what are the issues that you need to address for them. For instance, if you are selling sportswear, different segments of customers will be looking for different products so make sure you cater to the needs of every single one of them. Similarly look out for customer pain points, it could be finding comfort, quality or bargain price so make sure you address them through your products/service.
Provide Consistent and Quality Service Experience
While every customer wants a delightful service experience, the factor that makes them prefer a business over others is consistency and quality of service. One of the best customer service practices is to always offer your clients the same quality of service every time. You might acquire clients by making a great first impression through remarkable service but if you want them to always choose you, be sure to remain consistent. If for example, a client gets served within 15-20 minutes, keep the service time consistent whenever he/she visits again.
Keep a Track of Customer Expectations
Keeping a track of what your clients expect from you is vital for making them come back to you. Proactively communicate with them to see what they want and make sure you always exceed their expectations. For instance, if by talking to various customers you come to know that they want frequent flash sales, you can start having them at regular intervals. If a product price is too high for clients, revise the price range in order to make them stay with your business.
Take Regular Client Feedback to Innovate your Product/Service
Customers prefer businesses that don’t collect feedback as a mere procedure but use it for constantly innovating their products/service. Take regular client feedback and improve your products/service according to their suggestions. Every customer wants something unique but offering that based on his/her opinion would make a difference. It will reinforce the idea that you truly care about your customers’ feedback and you actively implement their opinions to offer better service. This will also help you deliver a more personalized experience for clients.
Surprise them by being Flexible and Giving Something Extra
If you want to create an unforgettable experience for your clients, always surprise them by being flexible and giving out extra. Attach a little surprise gift on every purchase to make them remember you. Similarly, offer surprise discounts, loyalty cards and make them part of your brand community so that they always choose you.
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