Celebrated Business Astrologer Hirav Shah says, “Customers are the heartbeat of any business, they have the choice to be the lifeline or even drive any business to destruction. But what makes them decide what to do? The treatment they receive at each and every interaction with the organization or brand. It’s more than the price tag or the superior quality of the product or service, it’s the experience that counts for them. Every consumer today is not just restricted to compare one brand with its next competitor but he/she has an open field to benchmark because now it’s not the question of a particular item but it is the matter of overall customer journey and experience.”
“The internal business process benchmarking or benchmarking with only the competitors, therefore, is not enough for businesses to understand what the customers want. It’s time to understand what all new aspects or parameters are affecting the customer flow and their happiness. It’s time to identify the disruption and survive it.”
Shah, who is also an Astro Strategist and has been creating huge waves in all business sectors says, “To enhance customer experience, what organizations need is to first identify what their customers want and to begin with, here are some of the obvious customer expectations that need to be catered first:”
No Repeat Complaints
Repeating complaints and answering the same questions time and again becomes irritating, especially, when the same customer has to face multiple customer service agents who are not updated with the previous conversation. This kind of situation can create a huge amount of customer dissatisfaction leading to churn. Even if the Chatbots are first interacting with the customer then the customer service agent connecting next must be updated about the information or query of the customer and continue without any interruptions. A journey without glitches, repetitions in complaints and quick response is an ideal one this is what the customers urge for.
It happens many a time when a customer calls and does not receive the expected answer then he/she tries to call the next time and gets an entirely different answer. This causes chaos and dilemma in the customer’s mind that not only frustrates them but also makes them spread the negative word of mouth. In spite of the rising need to enhance customer experience this inconsistency still persists.
Speed and personalization are two important aspects that organizations have to integrate within their processes or system. If not both then at least treating the approached customers with courtesy and personalized gesture can do half of the work. Customers do not want to be treated like just the other number or thing, they want a lively conversation that begins with their names and ends with a kind gesture of returning soon. They want to feel special and pampered and this is how the experience will change.
According to Hirav Shah, here are the 8 strategies entrepreneurs can follow to learn more about their customers’ expectations, and close the gap between customer’s expectations and their own goals.
1. Get to Know Your Audience
2. Make Sure You’re Reaching the Right Buyers
3. Look for New Ways to Meet Customer Needs
4. Set Clear Standards for Your Support Team
5. Be as Transparent as Possible
6. Develop a Customer-centric Culture
7. Collect Feedback Regularly
8. Scope Out Your Competitors
In the End…Hirav Shah says, “Meeting customer expectations isn’t always easy. But it certainly isn’t impossible, either. Get to know your customer, make sure they’re the correct audience for your brand, and learn as much as you possibly can about their expectations and needs.
Set clear expectations from the beginning, and ensure that future and current customers always have the information they need to make informed decisions.
Keep collecting feedback on a regular basis to understand how well you’re meeting your audiences’ expectations. Use the analytics you gain to make necessary changes to your approach, and you’ll become much more successful in building an organization your customers love.”
Shah adds, “Studies and surveys have proved that happy customers return and are also ready to pay more till they get exceptionally good service. Not only this, but they are also more likely to spread the good word and recommend the brands they like to their friends and family leading to good businesses and of course higher revenues.”
“Having your focus on customers and meeting their goals is the end line and nothing else matters!”