Meeting Customer Needs and Expectations | KSL Training
It's a good idea to review your USPs regularly.
3 Ways to Meet Customers’ Needs
Can you tailor your products or services to better match your customers' needs? Consider asking your customers why they buy from you. It's also useful to check constantly what your competition is doing.
Remember - if your competitors are doing the same, your USP isn't unique any more. What do you know about your customers?Customer Needs, Wants and Expectations in Customer Service
The more you know about your customers, the more effective your sales and marketing efforts will be. It's well worth making the effort to find out: For information on targeting decision-makers, see our guide on how to target the right people in an organisation.
You can learn a great deal about your customers by talking to them. Asking them why they're buying or not buying, what they may want to buy in the future and asking what other needs they have can give a valuable picture of what's important to them. Strong sales are driven by emphasising the benefits that your product or service brings to your customers.
If you know the challenges that face them, it's much easier to offer them solutions. It's also well worth keeping an eye on future developments in your customers' markets and lives. Knowing the trends that are going to influence your customers helps you to anticipate what they are going to need - and offer it to them as soon as they need it.
You can conduct your own market research and there are many existing reports that can help you build a picture of where your customers' markets - and your business - may be going.
MEETING CUSTOMER NEEDS AND WANTS
Charlie Smith Dec 19, Setting and meeting customer expectations is a complicated, multi-step process that begins before first contact, continues throughout the customer relationship and requires the commitment of everyone in the organization along the way. The best way to do that is to not try to control them, and to let go, listen, and actually hear what they need. When Yahoo CEO Marissa Mayer responds to customer complaints on social media, she sets a strong example for the rest of her company.
When Yahoo had a mail outage, Mayer published a blog post apologizing for the incident.
Know your customers' needs
She also sent a message to Yahoo employees that customer service matters. More than that, she showed employees how to do it: Yahoo employees now have a template for future customer interactions. Hyken suggests internal surveys aimed at comparing how employees think customers view the company with how customers actually view the company as seen in customer satisfaction surveys. Doing so will give you a more complete picture of the marketplace as well.
What the customer wants is often more of a powerful motivator than what they need. This becomes clear when you listen to your customer and ask them to tell you why they want what they want.
Usually they have a burning desire to get what they want and simply want you to show them how they can get it. Jorge Baba, Game-Changer Needs, wants, and expectations are the key motivations that drive the customer, and for that matter, any person.
To uncover customer motivations, your first step is to listen closely.
Doing so, it comes down to differentiating and asking the right questions. To you, this might indicate using a different approach for each of them. To them, it might just be semantics. Master of puppets Many customers know what they want or need, but have trouble expressing themselves. In the latter case, consider removing barriers in both areas by implementing a more human language.
An unrecognized killer of a positive customer experience? Speaking in industry jargon to your customers rather than using straightforward, simple language. Micah Solomon, Forbes Not all customers are clear about what they want or need, to themselves or to service reps.