These days, consumers have more choice than ever before, through more diverse channels from storefront to mail order to online. Expectation is higher than ever.
Companies that fail to live up to that expectation find customers leaving without comment – the majority of dissatisfied customers will not complain, in fact they will simply just change suppliers. It’s way easier and much more convenient.
Those businesses that introduce an exceptional level of customer service are differentiating themselves from the competition in an increasingly saturated market place. Which is a wonder why till this day; many businesses are still failing to address the issues of good customer service.
When one mentions the phrase ‘The Customer Is King’, means that in any product’s design, production, distribution and marketing should have one integral part (albeit the most major one)that influences all decision-making processes from start to finish, is the customer. All these products, services, communication efforts and activities should be skewed towards the customer first, not the company.
Customers are no longer mindless drones which buy just because you offer them goods. We must listen to them, and more importantly, act on the feedbacks that they give. This is one of the best ways to transform a struggling business into a successful one because you know what your customers want and expect. Serve them like you serve the king, and they will reciprocate your efforts with loyalty and referrals.
Remember that the way you think your customers feel about your product is not always the same as what your customers really think or feel about your product or brand. Customers have evolved to have the largest say in whether they should or should not give you any business at all. In fact, there are just too many choices around that they can just turn their heads to the next store in a second.
When your customers say that your products need improvement, they mean it. When they say your services should have more ‘happy looking customer relations‘, they really mean it too. Nobody wants to be treated like a nobody.
In the last 10 years, people have evolved into a ‘me generation’ where they have become the center of the universe. It may be a selfish thought, but if you think of it, businesses once thought of themselves the same too back 30 years ago. “I have the goods; the customers will come, because I have the goods”. This no longer works.