With regards to customers, this blog post explained that customers are not like children and should not be treated like them. The affection of children can be bought with promises or candy. Even though your company makes products for children, it is actually parents who are the customers. If they are not pleased with the product, they will skip it. No matter how much the child wants your stuff, if it is not up to the mark in terms of quality and cost, parents will not buy it. When they do not buy your product, they use ice cream, fast food, or candies to please the kidsâ€”effectively leaving you behind your market competitors.
The history of customer service is as much about losing as it is about winning. Mistakes of the past should never be repeated. However, new ideas are treated with caution and nothing below exceptional passes. Customers want quality, value for money, shopping convenience, great customer service, and consistency in quality in everything from mobile phones to their favorite pair of socks. Therefore it is not just your product which seals the customer loyalty seal but how, when, where, and what kind of service you provide.
Differentiating between “customer behavior” and “opinion”
Customer behavior and opinion are two very different things and all companies need to differentiate them to provide the best service. Opinion comes easily and is expressed most commonly in phone calls, e-mails, Tweets, or Facebook posts. It can be anything like expressing anger, disappointment, praise, recommendation, suggestion, and liking an ad, image, or post. It only reflects the customer reaction to your product/company service or product at a particular moment. Opinions cannot be the benchmark to judge the effectiveness of your product. That can only be determined by live testing and the feasibility in real life scenarios.
Customer behavior on the other hand is much more tangible and even, quantifiable. If wants and needs lead to product creation, then behavior leads to sales. Customers purchase something based on their needs and their lifestyle. You cannot sell a yacht to a middle-class housewife. It will be much easier to sell her products she needs on a daily basis which help make her household chores easy. If your marketing and sales team have siloed customers according to their purchase behaviors, gender, age, income group, geography, profession and job status, among other chief factors; it becomes easier to target and sell to them the right products.
In a contact center, this will be especially usefulAs more sales are conducted online and on the phone, the role of your customer care contact center increases. Agents have to use smart marketing and sales strategies to attract customers. Train your staff to differentiate between opinions and behavior. Deploy a software that intelligently siloes customers. A robust contact center solution stores data, siloes it, and utilizes it in customer interactions. This way you can sell better and build relationships that are based on the wants, needs, habits, wishes, and whims of each one of your customer. Customers get better service, and agents benefit with the increase of satisfied customers. And your business, well, its growth will be a testament of both service and sales.