Usman Ghani (June 27, 2016)
It is widely understood that by developing empathy and learning about customers, businesses can create an enduring impact on them. A company that appreciates the significance of customer satisfaction must ask itself this question: Do you truly understand your customers? Businesses can learn more about clients by studying human behavioral traits, what they imply, and how to use them to increase satisfaction.
Behavioral science is the analysis of human behavioral traits in different situations. Understanding the essentials of behavioral science will not only add to your insight on customers and their expectations; it will also help influence them to gain more loyalty and increase profitability. Here are some ways to increase satisfaction by applying behavioral science!
In order to understand your customers, it is important to focus on their background; which region they are from, their age group, preferences etc. While it is essential to acknowledge the idea of individual differences that exist within human perception and behavior, it is common knowledge that certain basic attributes are shared by the same group of people. Therefore, it is important to categorize your customers accordingly and cater to their needs. For example, learn different ways of approaching customers of different age groups.
After classifying them, it will be convenient to come up with different techniques to fulfill their individual expectations by looking at the behavioral traits of each type. For example, customers who are in their teen years or early 20s prefer social media, therefore, try to reach out to them and provide support via online channels.
Responsibility, power, and independence are some of the major factors that directly link to human contentment. For many people, lack of control over external factors, and the feeling of helplessness results in depression and dissatisfaction. Keeping this in mind, make sure your customers feel empowered and responsible for important decisions, and feel valued by your business, thus enhancing their satisfaction levels. For example, give customers the responsibility of providing suggestions during your product development phase and how to improve their experience with your company. Make sure that you implement their feedback and inform them about it. This will make them feel part of the decision making process and they will consider your business to be one which cares about clients.
As a progressive business that exerts to retain its clients and safeguard their satisfaction, make sure that you are not only parting on a positive note, but creating a strong impression on your customers and catching them off-guard with it, towards the end. People tend to strongly remember partings and the way things end. Considering this, imagine coming to an end of a one-year contract with a loyal customer. Parting with such a customer with positive gestures such as offering discount for a friend or family member or gift vouchers on future purchases will leave a lifelong impression.
Being resilient with the idea of providing customers with consistent service experience throughout their interaction with your business and finishing strongly on farewell will go a long way to improve their experience and will increase their satisfaction with your business.
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