Who hasn't come across that unique product or service that surprises us and exceeds our expectations, delivering much more than anticipated? Yes, some brands and companies have. They specialize in delighting and amazing us with above-average services and products....and in doing so, they win our loyalty and long-term "affection." The performance of these companies is often the envy of the market, but believe me: It's possible to do the same through these 3 tips to delight and retain your customers.Follow our article to learn more.
The importance of Customer Experience
According to research by Zendesk, 75% of customers say they would buy again from companies that provide a good first-time purchase experience.whereas a single negative experience is enough for 50% of customers to migrate to the competitor.
Well, It is evident that brand preference and customer loyalty are extremely volatile. and is influenced by the consumer experience provided by your company.
Global brands like Apple, Coca-Cola, Hilton, and Natura stand out from the rest because they recognized the importance of customer experience and implemented customer-focused programs and strategies aimed at delighting and surprising them.
More than a strategy or a differentiator, Delighting customers by providing a superior experience needs to be seen as a duty for all companies.Ultimately, in addition to building customer loyalty and increasing sales, pursuing and emphasizing the quality of services and products is one of the best ways to evolve and grow.
READ ALSO: "How to retain customers for your provider"
The Wow Factor
Hearing from your customers that “Wow" and the The expected outcome is that their deliveries were successful and delighted their customer base..
But delighting customers goes far beyond simply making them happy! Remember that! Delighting customers also involves (and primarily) solving problems and meeting customer expectations.To create the feeling that Your product or service is essential. for their success and quality of life.
Those who experience this "Wow factor" are captivated by the experience as a whole; they begin to have a A vision of admiration and credibility for the brand.; will consume and/or do business again in the future; spontaneously promotes and publicizes the brand, and in some cases, even defends it.
Loyal customers feel like members or part of a community and/or lifestyle. Enabled by a brand! An intense bond, but one that, as we said, needs to be constantly cared for and nurtured; a single negative experience can ruin everything.
3 Tips to Delight Your Customers
Want to surprise and build loyalty with your audience? We've put together... 3 interesting tips to help delight customersFollow along:
1 - Offer Value
The primary factor in all business, and Essential for those who wish to offer a superior consumer experience: deliver value to the customer.!
And this delivery is closely linked. related to customer expectations and perceptions about the product or serviceAsk yourself: what does your product/service do for potential customers? Does it solve a problem or frustration? Does it make an activity easier? Does it offer comfort or entertainment? Note that The customer is always looking for something beyond their initial needs. (even if you don't know yet).
For example: to appease our hunger, we eat. But the choice of a specific place or restaurant (or even delivery) is what defines our consumption decision. This decision takes into account numerous factors, whether physical, such as the environment, location, price, type of food; or intrinsic (such as status, memories, and desires). The customer experience needs to consider and involve these factors.
2 – Superior Service
Delivering value and a superior experience is important. Just as important as Taking care of their customers and ensuring their needs are met, both before and after consumption..
And their overall customer service is the ideal tool for that!
THE superior service It is not only able to assist the client beyond the problem they are experiencing, but it also manages to... Establish a strong connection with him, customize the application of your solutions, and offer specific and differentiated solutions..
READ ALSO: “The 4 best service indicators”
READ ALSO: "Poor customer service: what NOT to do"
3 - Listen to your customers
Remember that Customer service is not a one-way street.Dumping information on customers without listening to them can be harmful. Most companies, for example, claim to hear from customers, but in fact, how many truly listen? Listening to suggestions and complaints involves studying them, promoting changes, improving and expanding areas of operation.
If your business doesn't take into account the (well-founded) opinion of the majority of customers, it's possible that you're distancing yourself from their desires and expectations. And that brings us back to the first topic: delivering value! How do you deliver value that your audience doesn't perceive as such?
Customer Engagement
Have you applied our top 3 tips for delighting customers? Here's another suggestion: Try to involve your customers in the "universe" of your products and services.Engage them by promoting conversations and interactions.
In this respect, Social networks are great partners., where it is possible to promote debates, quizzes, surveys, contests, promotions, among other varied activities. Keep your mark present in the lives and daily routines of your audience.
Delighting customers requires time, effort, manpower, and constant updates. Start now and involve your entire company. Before you know it, you might hear that... "Wow" unexpected from a client; or rather, to witness with your own eyes, customers defending and recommending your brand.
