The modern customer wants to be surprised and delighted and treated as a customer segment of one. They want customer service personalised for them as an individual, and most definitely not treated as a mass market.
Customer experience has taken the place of product marketing. Today we already know that everyone shares their experiences with each other on social media and online reviews.
As time goes on we have learnt that the market is fast becoming completely customer centric. The old saying that the ‘customer is always right’ has never been so true.
We go more into detail about the changing consumer landscape and how to improve your brand value in the article,Brand Love.
Listen to your customers
The number one golden rule (and it seems so obvious) is to actually listen to your customers. Do your customers enjoy your customer service? How do you know?
Do your customers feel engaged with your brand? Are they feeling emotionally engaged? How do you know?
Are you really any different from your competitors and how do you know anyway? These are the tough questions we face and find them hard to answer truthfully and confidently.
Understand the customer journey
It is important to start to recognise and fully understand your customers’ journeys and interactions with you. These journeys can include: onboarding, making a payment, resolving a customer service issue, billing, ordering, reordering, checking product or service availability. Once we understand these journeys, it is then we can start to make the entire experience positive and completely customer centric.
It has never been so important to deliver on your promises to keep customers satisfied than right now.
Make it simple
Businesses that are succeeding today are able to make it simple for the customer. They understand the critical emotional moments and respond in an empathetic and timely manner. They incentivise their staff who are demonstrating the right kind of behaviour and that are making decisions efficiently. They empower staff of all levels to make the right decisions at the right time for the business and most importantly for their customers.
Let’s now move on to focus on the unhappy customer and how small-value prepaid cards can be a quick and valuable fix.
So just say you are a manufacturer or a retailer. Your customer calls in to tell you that a product to the value of $10 is damaged. Instead