Delivering More than Customers Expect

The key goal of customer excellence is to exceed their expectations.

This does not always require a large financial investment, but it does require investing in thoughts and ideas. Businesses should consider how to adapt to keep customers loyal and to woo new customers.

For this, technology, metrics, and proactive customer strategies can be extremely helpful.

Excellent customer service can completely change the way people view a business. A customer’s views are shaped by a brand and its mission. Given below are some ways by which customer expectations can be exceeded.

Seasonal Add-ons

When a customer gets something that is immediately helpful to them, and something that they weren’t expecting, they will attach great value to it. Add-ons should be relevant. Campaigns can be adjusted to target important events and national holidays. For instance, a stationery supplier in the UK sent out free medicated throat lozenges during influenza season. Promotional discount events like Black Friday and Cyber Monday also help with a boost in sales.

Be Proactive

An effective way to be proactive with customers is to do something for them before they know they need it. Customers today do not want cookie-cutter experiences. Proactive customer service also entails monitoring customer activity.

For instance, there is a casino which sends flowers to customers who are ill, and which gives them a free drink and small gift to celebrate their birthday.

Gestures like these do not involve spending a huge amount of money. However, they are appreciated by the recipients and are more personal than just sending out Christmas cards.

Quality First

High quality products and services always help to retain customers. To retain customers, it is important to leverage customer databases. With the right information, it will be easier to meet the needs of customers and fix their problems.

It is important to be memorable for the right reasons. A product or service of quality generates increased leads. When customers find quality, they make repeat purchases and recommend the service or product to others.

Enhance the Customer Experience

It is also necessary to make the overall experience of buying from a business more enticing. Delivering a great customer experience is important for any business.

Some measures can be adopted in this respect, like using customer feedback to develop an in-depth understanding of customers. It is also important to have a clear, customer-focused vision that can be communicated across a business via a set of statements that act as guiding principles.

Show that you Care

A business should let customers know how important they are. The simple act of saying ‘thank you’ via email or handwritten notes can go a long way. Asking for feedback also shows that a business wants to improve its products and services for customers.

In a climate of increasing options and competitive prices, businesses that stand apart recognize the importance of keeping their customers feeling positive and happy about their experiences with the brand.

For instance, Morning Brew is an email newsletter which promises to make readers smarter in just five minutes a day. Their team sources and distills top news stories. Readers capture everything they need to know in bite-sized articles.

Customers get all the details, minus the extra fluff.