Anticipating needs
The principle of anticipating expectations is the ability to surprise customers and offer them more than they expect from your product or service. This can be achieved, for example, by fulfilling an order ahead of schedule or providing additional bonuses. This principle helps to increase the loyalty of the target audience and motivation to make repeat purchases. It is important to remember that it is better to promise less and keep your word than to disappoint customers with unfulfilled promises.
Individual approach
In this case, customer centricity 99 acres database is manifested in the fact that companies treat each consumer as a unique individual and take into account their needs and preferences. An example of such an attitude is the service in private medical centers, where patients receive personal attention and care throughout the entire period of treatment.
A personal approach is:
Analyzing individual customer needs and providing the best solution to the problem. For example, in a medical clinic, a doctor can offer the optimal treatment method, as well as additional procedures necessary for complete recovery.
Speed of response. For example, a clinic can instantly help a patient choose a time to meet with a doctor.
The desire to solve the client's problems and make their life easier. The medical center can, for example, provide the patient with transportation after the procedure to ensure a comfortable and safe return home.
To better understand your audience, conduct research, segment it, and create customer profiles.
Principles of customer centricity
Integrity
Always keep your promises. Politeness and attention to the client are important, but not sufficient. If you cannot meet deadlines or do not fulfill the terms of the contract, the person will most likely lose trust and leave you. In this case, you will not win the loyalty of the consumer, who would appreciate the quality of your work and want to cooperate in the future.
Empathy
An important quality of a company is the presence of employees who are able not only to communicate professionally with clients, but also to show responsiveness. A good example of sincere empathy can be considered the service sector (restaurants, beauty salons, etc.), where the staff is always ready to listen to the client, show attention and sympathy, give the opportunity to share experiences.
Feedback support
This can be done by conducting surveys, for which the user will receive a pleasant bonus, for example, a discount on the next purchase. Questionnaires can be offered after a purchase or provision of services to allow you to evaluate the quality of service and share your impressions. Such surveys can be sent via email, instant messengers or social networks.
Increase Your Profits by 10X: 5 Key Metrics You Must Track
Alexander Kuleshov
Alexander Kuleshov
General Director of Sales Generator LLC
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