Do you really know your customers?
One of the essential parts in creating a memorable customer
experience is to know your customers; know their needs, desires and
expectations.
The majority of companies think they know their customers, for the most
part; managers use the method of walking in the shoes of their
customers. With this method, they try to predict what the customers
would like. But in order to succeed in creating an outstanding customer
experience, you have to analyze a little deeper than that.
Here are some steps to help you better understand your customers:
- Make sure your employees create interactions with your customers. Your employees should seize opportunities by proactively engaging customers in a professional manner, by asking them open-ended questions, respond with visual signs, stories, and especially, be aware of body language. This not only allows you to customize the experience, but it is also one of the best ways to find out what are the elements of frustration experienced by your customers. Your employees need to know how to recognize and detect such elements. They then need to report this to their superior in order for these elements to be eliminated as quickly as possible. Communication is key; but the actions taken by managers and employees to rectify these frustrations are even more important. Your customers will be amazed and grateful. Please also be careful not to put too much emphasis on the characteristics of the product but rather identify the benefits that the customer could profit from. Unfortunately, the customer is often lost in the technical language.
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