Imagine that you’re buying something but can’t decide between the two similar products. When everything is equal, and prices are the same, what would make you choose one over the other?
For many, it all boils down to customer experience.
With so many options available in the market, merely providing a good product is not enough. People now expect more from just being satisfied; they want consistent wow
experiences that leave them feeling valued and appreciated.
Meeting the consumer expectations is the baseline — going beyond expectations is what is required today. This not only makes customers loyal to a brand but also keeps them coming back for its products rather than going to the competitors.
This way you can charge premium prices as well as drive growth through positive word-of-mouth and referral marketing.
When the standard has been lifted, brands constantly look for innovative ways to create exceptional consumer interactions at each point of the buying journey. Each interaction companies make with consumers, starting from their first meet till after-sales support avails an opportunity for conversion from passive consumers into passionate promoters.
So, how do you ensure your business doesn’t just meet but surpasses consumer expectations again and again? Here are the 10 killer techniques used by leading firms:
Make them feel valued from the start
Have you ever walked into an amazing store or restaurant and received a warm and friendly welcome that makes you feel like an old friend? This is the power of making a great first impression. Teach your staff what constitutes excellent customer service like, smiling, making eye contact, using their names, showing you care.
Under-promise and over-deliver
How do you wow customers easily? Under-promise about delivery times, product features, etc., and then over-deliver on them. The order that was said to take 5-7 days will be there in 3 instead. Customers love the “surprise and delight” factor.
Stay two steps ahead
Anticipate the needs or questions your clients may come up with and provide helpful information beforehand. A prime example is software companies offering thorough explanations and tutorials without being asked. It creates a delightfully seamless experience.
Go the extra mile
The little “extras” can have a huge impact. This may be handwritten thank-you notes, small freebies with orders, expert advice – anything that goes beyond the ordered service. These kind gestures breed customer loyalty.
Treat them like royalty
Treat each and every customer as if they are a celebrity, no matter who they are or what they have bought. All people deserve first-class treatment even for the smallest purchase. Any hint of indifference towards anyone can only be disappointing.
Get regular feedbacks
If you are not taking regular feedback, how would you know if you are hitting the mark? Ask customers for open, honest feedback through surveys, reviews, etc. Then take that input seriously and keep iterating to meet changing needs.
Grant employees authority
Customer-facing teams should be able to do whatever it takes to satisfy clients without any red tape involved. Enable them and give them incentives to address issues and create “wow” moments in service delivery.
Get good at talking
Communication is key to all aspects of your business, from marketing to the way you deal with customers. Be transparent about your policies, update customers during delays or issues in advance, and respond to inquiries promptly. By remaining silent, this communication gap will promote anger. Don’t overthink; over-communicate, if necessary.
Make it personal
Use customer data and interactions to offer personalized recommendations, add personal touches to orders, celebrate milestones like birthdays or anniversaries, etc. It shows that they are important as individuals.
Leverage the mere exposure effect
According to the mere exposure effect, humans want familiar things around them. How can you benefit from this phenomenon?
Collaborate with a PR agency in Dubai. They will be working with you to create a strategic plan around this idea so you can boost revenue, establish your brand, and excel in the competition. Working with a PR agency brings a lot of exposure and branding, which helps the company build a reputation among its customers.
If your customers see your brand in popular newspapers, websites, and social media with a good reputation, they feel proud of their decision to purchase.
Summary
The above article covers 10 killer strategies to meet and exceed your customers’ expectations. And this is one of the most important things required to earn genuine loyalty and devotion from your customers.