Your customers are more powerful than ever before, thanks to technology. They have more options available, options to take advantage of free trials and create an overall impression of your company. Your client expectations are also higher than ever, thanks to technology. As a result, a large number of customer expectations are not being satisfied.
It’s helpful to go back to the basics and figure out what customers really want to make the concept of exceptional customer service appear less vague and more accessible. Understanding fundamental customer service requirements can assist you in determining where your service strategy is missing and how to enhance it.
Customer expectations should be at the forefront of your marketing strategies. Knowing what your customers want will aid you in developing better products and attracting your target market. Customer expectations are usually set by the brands’ activities when they interact with a company.
What are Customer Expectations?
Customer expectations are the perceived value or benefits that customers seek out when purchasing goods or services. It frequently entails an understanding of customer service.
The customer’s experience is determined by what they expect from the brand as a whole. Successful businesses strive to meet and surpass their customer expectations by providing high-quality goods and services. You must first set customer expectations in order to manage them.
This can be accomplished by analysing your brand proposition and conducting research into who your customers are and what matters to them. You can then divide your audience into 6-8 personas and determine which values are most important to them. Expectations can be derived from these values, as well as your brand image.
7 Best Practices to Manage and Exceed Customer Expectations
Understanding client demands and surpassing their expectations has become a competitive need for firms. Let’s talk about the finest methods for managing and exceeding a long list of customer expectations.
1. Provide efficient training to your employees to best serve your customers
Since you have a different training program for your employees, your customer retention techniques may not have a direct impact. However, keep in mind that your staff is the face of your brand. If they are unable to meet the customer expectations, you are on the verge of a major problem.
The goal of the training course should be to look at different customer engagements and see where you can improve the final customer experience. Another goal should be to examine each area and train your employees so that they can anticipate problems and respond appropriately.
Even if you have put in place fool-proof systems, your staff is responsible for providing a genuinely exceptional experience for your consumers. Make it clear to your employees that the ultimate purpose of the company is to retain customers committed, pleased, and joyful.
2. Offers real-time solutions to your customer queries
When a customer visits a brand, they expect real-time engagement. If they do not obtain immediate assistance, the majority of clients become disappointed.
The ability to respond and interact with your leads quickly and in the tempo that matters to them is at the heart of real-time customer interaction. According to an InContact study, customers are more likely to be satisfied and optimistic with proactive customer service.
Agents can use live chat software to proactively engage with clients and provide them with the best options. To make the dialogue more productive and provide faster solutions, you can employ visual engagement technologies like chatbots, voice chat and co-browsing solutions. The real-time customer engagement technologies ensure that issues are resolved quickly during the first contact.
Chatbots are the greatest solution for automating repetitive business processes and providing clients with quick answers 24 X 7. When consumers have simple questions or your support agent is busy or unavailable, they are the ideal approach to manage customer expectations. When there is a sudden increase in traffic, bots can simply scale.
3. Make sure you regularly follow up with your customers
How many times as a client have you thought to yourself, “How lovely it would be to get on the phone with the seller and voice your frustrations about their product?” Even if you think it’s ‘acceptable’ to use the product? If only you could communicate with the company about your concerns about the current state of the product you just ordered.
Consider what they’re missing out on as a company by not receiving such critical criticism. A single phone call was all that stood between the company and solid guidance. This would have been possible if there had been procedures in place to contact customers after they had used the product for a short time.
As a result, after your consumer receives your product, make it a point to call them or send them a survey to measure their pleasure. It doesn’t have to be a long call; a one-minute call might provide you with details about their transaction.
4. Try to offer consistent service across all communication channels
You cant put the customer at blame if they expect a business to have a similar level of communication throughout all platforms. Be it through social media sites, email, or even a telephone call with customer support representatives.
Create intelligent workflows so that there are no gaps between a customer accessing your website, making a payment, and receiving after-sales care.
Context-specific interaction and smooth transitions across different communication channels are important to customers. It might be a winning formula if firms engage their customers based on previous interactions.
Businesses that use an integrated media strategy have seen an 89 % boost in retention and a 9.5 per cent rise in annual income year over year.
A solid holistic customer care strategy is essential for a firm to have a unified perspective of its customers and be able to take appropriate measures before they quit.
5. Highlight your best features in front of your prospects
It’s impossible for a business to excel at everything. This is why it’s critical for you to emphasise your best features. Do you, for example, produce vegan shoes in a world where e-commerce businesses sell accessories made from animal skin? Then you have a speciality that only a few people can boast about. Customers who are opposed to animal abuse will immediately patronise you.
Then you have the option of persuading consumers to give up animal-derived items by urging them to buy yours. You can even run advertisements touting how your product does not harm any animals. This could be your most compelling selling point, and you should talk about it as much as possible because it is your unique selling proposition.
The largest crowd puller will be creating a distinct niche for yourself in terms of logo, branding, a jingle, product USP, or anything else that will make you stand out. Identify your areas of strength and focus on them. Is there anything unique about your product’s ingredients? Is there anything special about your company’s location?
6. Know your customer expectations using social media channels
According to research, firms that do not reply to social media messages experience a 15% rise in customer churn. Customers have made social media one of their preferred mediums for receiving immediate support.
Monitor social conversations about your brand by using social listening. You can comprehend their expectations and behaviour by actively listening to the dialogues. You have the ability to manage customer expectations and develop positive relationships with them. On social media, you can quickly respond to customer service demands.
Clients are more likely to spend more money with the company as a result of it. Your company can obtain a competitive advantage and differentiate itself from the competition.
7. Collect customer feedback on a regular basis
The next stage is to figure out what your customers want from you in order to provide them with the best experience possible. What could be more convenient than getting information directly from them?
Posing the question directly to them allows you to understand why a customer gave you a score of 6 on a scale of 0 to 10 in their feedback. Was it due to poor packaging or because the product arrived later than expected?
Once you’ve figured out where you went wrong, you’ll be able to take actions that your consumers will appreciate. You can surpass customer expectations by going above and beyond what they anticipate from you because you already know what they want. It’s important to remember that all you have to do is ask.
Wrapping it up
Every firm is influenced by customer expectations. In its own way, it suggests across the entire organisation. The greatest strategy to manage customer expectations is to be customer-centric. It’s simple to meet and surpass your target audience’s expectations if you’ve planned and understood their expectations.
It is not sufficient to just meet customer expectations. You must be able to ‘wow’ your customers so that even one negative encounter does not cause them to switch to a competitor. The only reason a customer would abandon a brand is if it fails to match their expectations.