What do your customers really want? Have you ever seriously thought about it? Have you analysed the requirements of your clients in order to meet them?
There is a huge difference between the customers of today and the customers of previous decades. Today’s customers have access to information 24/7. They read reviews on social media, compare prices and choose the best services available. The majority of them perform extensive research before purchasing something.
So what does this modern customer really want when making a purchase? What kind of services do you as a company have to provide? What do your customers want? We’ll discuss this in detail in the next part of the article.
If you want to conduct business efficiently, delivering services promptly is of high importance. Modern customers hate being kept waiting. They appreciate easy access to everything. It shouldn’t take much time to find products or services on your website. As more and more clients are using mobile apps to make purchases, things have to work smoothly as far as technology is concerned. Also, if you know when your peak period is, make sure that there are enough employees to help everyone. Transactions should be completed promptly. The speed aspect is critical and applies to all of your company’s processes.
Convenience of use
The significance of the Internet in the lives of modern people can hardly be overestimated. Many people work from home and treat the Internet as a round-the-clock market where you can purchase anything. Convenience is a very important element for modern users, so if you want to provide quality client service, you have to consider it. Provide enough information about your product to help your customer make the decision. Enable immediate purchases. Make your website mobile-friendly. Availability is another issue that is vital for a good customer experience. If something goes wrong, your customer should be provided with the opportunity to contact someone in your company and get a response. This can be done in an instant messenger or via email. Remember that the convenience of your clients should come first.
Consistency is important for one main reason – this is what makes a customer come back. It makes your clients stay and turns them into loyal ones. Customers have to be confident that they will receive the same level of service quality every time they come to you. It doesn’t matter which channel a client chooses to communicate with you – your website or a phone or something else – you must deliver services at the expected level. Consistency means taking care of every transaction with every customer. It’s the key component to building a relationship with your customers. If your company has several branches, for example, your customers deserve to receive the same level of quality at all locations.Your employees must be properly trained to be able to provide these unified standards.
It has already been mentioned that your employees musst be properly trained to keep up with the standards of your company. The company team has to be knowledgeable, and more importantly, more knowledgeable than your customers. Now that customers can perform research of their own, it is essential to make sure your employees can answer any question regarding your products or services, providing detailed and comprehensive responses. They should know how a product works and how it is made. They should also know a lot about your competitors to be able to offer better services. Modern clients are looking for assistance – company employees should provide it, and do so in a qualified and professional manner.
A mobile-friendly experience is the “must” of the modern digital era. We use smartphones for a variety of purposes, from buying things to making bookings and reservations, and we do it on a daily basis. Make sure that your company is using brand-new technology to its benefit. Try to look at your website from your customer’s perspective – is it convenient and adapted for a mobile phone? How long does it take to load? What about the design? Is the bounce rate of your website high? Why? You need to find responses to those questions, and then analyse all of these factors to determine if things are working well.
If you’re still not convinced that the mobile experience is significant for a modern customer, then just have a look at the latest statistical data:
- almost 60% of people would not recommend a brand to a friend if it isn’t mobile-friendly;
- nearly 40% would leave a website and go to the competitor if it isn’t mobile-friendly;
A great mobile experience, on the other hand, attracts traffic to your website. We also strongly recommend remembering the importance of local search. A large number of people who visit your website and like what they see will visit your physical location in the next couple of days. Pretty remarkable, right?