If a product or service doesn’t match our expectations we feel disappointed and let down. But often we don’t care enough about it to complain.
So when we do complain our emotions can be running pretty high. If we’re on the receiving end of that complaint, it can sometimes be pretty intimidating.
Honesty is talked about a lot in business. You want your business to grow, to be successful – whether it’s going to stay a local business or you’re going global, so here’s why you need to keep honesty as a value close to your heart and demonstrate it every day.
You’ve identified your niche and written a detailed customer persona.
Have you included your customer traits?
These could be key to finding out what your customers have in common or what sets them apart.
Customer traits highlight what your customer have in common.
Every contact we have with a customer influences that customer’s future decision whether to buy from us again.
EVERY contact.
It’s not just about when you or your team are in contact with your customers. It’s about your customers coming into contact with any part of your business, your team, your messaging, your brand …
As people we do everything for a reason – because of our emotional drivers. If anyone’s observing and trying to understand why, it might not be immediately obvious. In fact we might not consciously understand it ourselves!
If you can understand your customers’ emotional drivers you can better influence their behaviour and their perception of your brand.
What is expected of you? What’s expected of your products and services? How do you serve your customers?
Are you confident you know?
Regardless of what industry you’re in, your customers are comparing you to what they’ve experienced elsewhere.
Ask your customers if their recent experience met, exceeded or fell below their expectations. Then ask why.
Choosing the colour for your brand is a big decision. It needs to differentiate you from your competitors while still being appropriate for the type of customer you want to attract, evoking the right emotions and feelings.
To some people these mean the same thing. Customers are the source of revenue that makes the wheels of their business turn.
Create a holistic view of your ideal customer by using psychographics. By understanding how what you offer fits into your customers’ lives you can create a sophisticated profile of your niche.
What problems do you solve? What do you do to deliver a great customer experience?
