Why do your customers leave and never come back? What keeps them coming back? Knowing things customers want works like magic on them. That’s why successful businesses are built to always serve the best interest of their prospects and customers. Dominating businesses and brands are customers’ oriented.
But no matter how structured a business is, customers are like Oliver Twist. They’ll always demand more. This underscores the imperativeness of the need for business owners to understand that customers are now very dynamic. It is all about them. Afterall they are kings!
In my daily interactions with CEOs, my experiences have proved that many businesses deliver on things that are a contrast from what the key priorities of their customers are. More surprising also is that these entrepreneurs, because they make sales on daily basis, feel they’re doing fine.
If this sounds familiar, you are not alone. But the sad side is, your sales is most-probably underperforming. Yes. Chances are that you’re not reeling in what is due to you in sales because you’re are not feeding prospects and customers with the thing they really want.
Way out? satisfying them with these key wants. What are they?
Things Customers want you to give them without compromise.
No doubt we are in the age of information boom. A period when nothing is hidden in the face of the consumers. To prospects and customers, it means added power to their powers. But to business persons and sales team, its brings more work to the fore. More than 3.5 billions searches (of information) are made every day on google alone. Information, information, information.
So what kind of information do your customers really want from you? Simply, a personalised one. Information that details how to solve their problems in real time. Information on when best to get things done. Information on where ( the best alternatives) they can get certain needs met.
The ability to provide your consumers with these right information is a giant stride to their heart.
Therefore, as a business person or a member of a business marketing/sales team, think of the information that your customers really need that will delight them. Do you have a new product arrival that they’ve been longing for? Do you have information on a product that will better suit your prospects and customers?
How about post-sales information? Be aware that your duty as a business person or sales rep is not complete after landing that sales. Your customers want information on how to make the best use of what they’ve just bought. They want to have information about its functionalities. They want to know how best they can maximise their spend and get real value for their money. Information is dear to all of us.
Ease of doing business
How would you feel if at every point you need to address an issue with your network service provider, ( like MTN or Glo) you have to go all out to their offices? Or Better still, how was your banking experience when you have to queue up to make a withdrawal of some few nairas in the pre-ATM and internet banking days?
Now compare that experience with what is obtainable now, when you can make a transfer worth millions of Naira to anyone, anywhere, with just a tap on your phone or devices. No hustling, no long hours walk or queue. No unnecessary waste of your precious time.
That makes ease of doing business non-negotiable in your business. And think again. What if your bank is not providing this banking capability? would you stick with such bank when there are other alternatives?
Like you, customers want and cherishes ease of doing business. LET THEM HAVE IT.
More than ever, your customers want to book appointments, manage billing and make payments to you online. Your customers want to get their queries and complaints resolved from their comfort spots, online. Your customers want to buy your products online and get them delivered to them where they want it. And the need goes on.
Trust and Reliability
A major key to customers dissatisfaction is the inability of businesses to keep customer promises.
It’s a bane to business growth. Where promises are broken, it will have a fundamental effect on your relationships with customers.
We want and need to be able to trust organisations to do the things they say they will.
The question is, therefore (with all sense of sincerity) how reliable is your business or company? Or do you care about keeping promises when they are made? Think of how often or how many promises you have made and kept or otherwise in the past month.
Understanding your own internal capability and aligning it to customer perception can seriously aid your understanding of the elements of your customer journey that need to be improved.
Customers want you to keep every bit of your words. When you tell them it’ll be available tomorrow, let it be. If you promise white, make it so. And if your take is no, mean it with all sincerity.
Value, Value and more value.
Entrepreneurs! Customers don’t want your products or services. What they want is value. I mean the value inherent in the products or services you offer. In no geek speak, customers want a real solution to their problems.
No customers want to buy a car because it’s a car. They want and will buy a car because it’ll provide them with what they desire; comfort, mobility or something of such.
As a retail business owner, think of what means real value to your customers. When you see your retail store as a place where customers come in and buy, then you start missing it from then onward. You must see your retail store as a place where customers get more value than just buying what they want.
And provide them with these values. Afterall, there are other retail outlets where they can get these purchases done.
And whatever your type of business, customers love values. They want and deserve it.
Among other key things customers want is your ability to provide genuine help to them. Noone wants to do business where they don’t care or give a damn. A kind of “customers go or not, it’s none of our business” thing.
That makes the issue of customer service of utmost importance. But what is your definition of that term ‘customer service’. Many businesses claim to have it? Chances are that your do too.
But customer service goes beyond welcome, sit down and so on.
The ability of businesses to help consumers at every stage of the journey is critical here, including the ability and willingness to sort out issues as they arise.
So there you have it. The top five most important things customers want.
Do you know that you can give all these deserving wants to your customers by simply embracing modern, online based approach in business? Would you want to find out how? Why don’t you talk to a PetaSales’ consultants about this and reaching other business goals? Especially so, when the service is still FREE now. You have nothing to lose.