What are Three Customer Expectation for Quality Service?
Clare Muscutt said, “Building a good customer experience does not happen by accident. It happens by design” and you need to know your customer’s expectation to create a design for them. Well for starters, a salesforce research shows that, 80% of customers now consider the experience a company provides to be as important as its products and services. Just like Ann Handley said, “Make your customers the hero of your story” and if you know their needs you’re better than many of your competitors.
If we put it simply, customer expectations are any set of behaviours or actions that individuals anticipate when interacting with a company. In the past, customers had basic expectation like quality service and fair pricing, however, with time customers have much higher expectations, such as proactive service, personalized interactions, and connected experiences across digital channels. Many businesses aren’t even aware about these expectations which can lead to devasting results. So, if you are one of those business owners then we are here to help.
Here are three common customers expectation for quality service from any company.
- Your customers expect a consistent journey throughout their experience.
Did you know according to salesforce, 75% of customers desire a consistent experience, regardless of how they engage a company? Customers love an overall great experience, be it during or after the purchase. A consistent effort makes them like you more. Meeting customer expectations, and accordingly, efficiency is the first thing the customers expect from excellent customer service. Tony Hsieh once said, “Customer service shouldn’t just be a department, it should be the entire company” and according to INC, consistent brand presentation increases that brand’s revenue by an average of 23%. Continuously refining your business’s experience for your customer will make them appreciate you more. In fact salesforce research says that, 63% of consumers expect businesses to know their unique needs and expectations, while 76% of B2B buyers expect the same thing, so, it’s important that you provide a good experience to them overall for them to stay with your company.
- Your customer expects you to know their problems and solve them as soon as you can.
Every customer needs to be heard by your business for them to feel appreciated. In fact, New voice media says that feeling unappreciated is the #1 reason customers switch products and services. Customer frustration stems from a discontinuity between the expectation of a customer service interaction, and what’s actually delivered. Nearly three-quarters of consumers expect you to understand their needs and expectations. Once you understand their needs and expectation, customer also wish for you to solves their problems as soon as you can. No one likes to wait, especially a customer who has other options. A Khoros study shows that, on Twitter, 53% of customers expect a brand to respond in under an hour. That number jumps to 72% when they have complaints. So, if you desire to make your customers permanent then listen to them, understand and solves every issue they have in record time.
- Your customer expect you make them feel special with personalised experience.
Jeff Bezos, Founder of Amazon, once said, “”We see our customers as invited guests to a party, and we are the hosts. It’s our job to make the customer experience a little bit better” and that is all a customer wants. They want to feel special and appreciated. Being proactive is how you present your brand as ‘going the extra mile’ for your customers they love it! According to Salesforce, around 50% of consumers ignore communications that aren’t personalized to them. And 79% of consumers will also say that personalized service is more important than personalized marketing. Fostering relationships with customers can significantly increase the likelihood of exceeding their expectations, turning them into advocates of your brand. Giving surprises can be great way to give a personalised experienced to your customers. Surprise is an incredibly powerful tool for shaping the customer experience. And remember, you don’t necessarily have to spend a lot of money.
Marlene Blaszczyk said, “If you don’t care, your customer never will” and it explains why it’s important for business owners to know their customer’s expectation so that they can fulfil them. According to Zendesk, more than 70% of consumers believe that companies should collaborate on their behalf so they don’t have to repeat information to different representatives. Customers can make or break your business which is why it is important to meet their expectation in every way you can.