The Ultimate Guide to Meet Growing Customer

Expectations

Introduction

Customer expectations can be defined as “Perceived-value customers seek from the purchase of a good or service.” Customer expectations set the bar for customer satisfaction which also affects repurchase decisions and customer loyalty.

Tips to Meet Customer Expectations

Personalized interaction Connectivity Take Ownership of the

Problem Responsiveness Authentic Skilled Workforce Loyalty Reward Points Proactive Behavior Continuous Support The Usage of Social

Media

Presentation Agenda:

Personalized Interaction

•Every customer likes to feel special.•Treat the consumers as individuals and take special care of their choices and buying preferences.•Individualizing the interaction stimulates customer behavior.•Always know your client, their likes, dislikes and preferences. Remember to tune the conversation according to the preferences of the consumers.•Using outbound calling software you can get an insight into the buyers purchasing history.•One best way to personalize the interaction is to call the customer by name, instead of the formal “Sir” or “Madam”.

Connectivity

•The consumers, today, want an instant resolution to their problems. Hence, the business has to be available on all the leading platforms in order to provide excellent consumer service.•It is vital that the call center software for sale supports major kinds of channels for contact like SMS, e-mail, social media, calling services and live chat.• The telemarketing CRM software should amalgamate multiple platforms of contact so that the communication is seamless and agile. •This will help the representatives to better manage the clients and their expectations.

Take Ownership of the Problem

•The customers expect the company to be true to their words. •Therefore, it becomes vital for the organizations to fulfill the promises they have made to the buyers.•They expect accuracy and have no patience for typos, inaccurate claims or delayed delivery dates.•In order to ensure that there is no communication issues between both the parties buy telemarketing software that has a call-recording feature. •This will help both parties to faster resolve the conflicts and misunderstandings.

Responsiveness

•Today, the clients expect the organization to be prompt in their support and be available all the time. •Instant answers are demanded on social media and live chats. • If you promise to solve the query within 24 hours, try resolving it before that.•With the good and bad out in the open on the networking platforms, the company cannot afford to stay silent for a day.

Authentic

•The company needs to be socially responsible and should abide by the ethics as well as the law of the land. •The corporation has to be transparent in all its stages, right from product origin to the dispatch and payments.•The consumers today can make out the difference between what is genuine and what is maintained only to attract more buyers.

Skilled Workforce

•The representatives should be trained properly and be able to help the customers with their queries.•The agents must be skilled enough to pick the little client cues and not ask him to repeat the information.• Training & Coaching sessions should be held at regular intervals.•The employees should have adequate knowledge about the products and the services of the company.•He should also be good with his interpersonal skills and should have basic telephone etiquettes.

Loyalty Reward Points

•Promotional offers that are made available for the regular consumers to excite them and make them feel important.•The appreciation can include anything like discount cards, surprise special gifts, promotional codes, upgrade to platinum or gold status etc.•These reward programs must be made available only for a selected few who have had a long association with the company.•This will recognize the consumers as an integral part of the business and will prompt them to stay with the corporation and continue the association.•It is vital that you identify the loyal customers while they are a part of the company.

Proactive Behavior

•The buyer wants the organization to approach them.•The client expects you to understand the hints and initiate the conversation.•The prompt and unexpected support from the organization helps them to earn few brownie points.

Continuous Support

•Customers today expect round the clock services. •With the advent of e-commerce and social media, the competition has become tough and the expectations of the clients have reached new heights.•The organization should look to providing excellent support during the business hours. •The organizations can ensure that adequate agents are present to look after the clients at all the times.

The Usage of Social Media

•With the networking platforms, the clients expect you to listen to all that they have to say. Be it the feedback or the complaints, the clients want the brands to listen to them and act accordingly.•Buyers like to feel valued and this can happen only when they feel that you are paying heed to what they want to convey to you about the brands, products as well as services.• Keep a check on the social media profiles, blogs, and company web page for their comments.•Many consumers also display their interest in the products of the organization by mentioning them on social networking sites. •Therefore, it is important to keep a tab on the digital activity.

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