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Are You Meeting Customer Expectations: Ways to Know for Sure  - Lewis Robinson - ContactCenterWorld.com Blog

Are You Meeting Customer Expectations: Ways to Know for Sure 

Setting clear goals is a crucial part of managing a successful business. However, while the expectations in place for your team may shape their daily workflows and individual roles, they are ultimately not the most important expectations that your team should be trying to meet.

That’s because when it really comes down to it, your overall success depends on how satisfied your customers are with the services or the products you offer. The fact is, though, there are many businesses who think their audiences’ expectations will just automatically fall in line with whatever it is you are offering. The truth is – this rarely happens.

It’s up to you to put time into understanding what your customers want and then adjust your customer support services, and products according to this want. Here you can learn more about the expectations your customers have and learn how you can close the gap between the goals they have and the goals you have.


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Know Your Audience

If you want to ensure you can meet customer expectations, you need to understand who your audience is. This means you go beyond the basics of just demographic information, such as location, gender, and age.

While these details are important when creating a marketing persona, to really know who your customers are, you must dig deeper and learn about their interests and needs, along with the factors that impact their buying decisions.

The best resource you have for finding this information is your current customer base. Be sure to ask your customers what led them to your product, to begin with, and why they chose it over the other options out there. This is one type of usability research that is invaluable.

You can use these answers to create a stronger understanding of what your audience is looking for when they research your company and be sure you’re offering this.

Reach the Right Buyers

Most companies will launch their services and products with no clear idea of who their true buyers are. However, in many situations, these initial assumptions are wrong – or, they aren’t specific enough. It’s crucial that you recognize that your ideal customers may not be who you really think they are.

The good news is you can figure out who they are by getting to know your current customer base. What are the traits that are correlating a repeat purchase? What segments are most likely to develop into loyal, long-term customers.

When you can answer these questions, you can develop a much more accurate picture of who you need to be focusing on with all your retention and marketing efforts.

Find New Ways to Meet Your Customer Needs

After you have figured out who your most valuable audience is and what they are looking for, your goal needs to be to find new ways you can better meet the needs they have. You should never expect that your audience will change the expectations they have to fit the product you offer. Instead, change the product you offer to fit their expectations.

When you stay focused on what your customers really want, they will welcome the improvements you have made to your product, rather than viewing these changes as unnecessary bells and whistles.

Make Sure Your Support Team has Clear Standards

As the team that is interacting with your customers regularly, your support team has a huge impact on if your company can meet your customer’s expectations. This means you must hire and train a huge team of amazing agents – in fact, this is one of the most important investments you can make in your brand. The best way for you to make sure your agents offer the level of service that your customers deserve is by establishing clear standards.

The first step is to create clear goals for the essential support metrics, such as average resolution time and the first response time. These are considered the easiest metrics for you to measure and monitor, and they will help you establish concrete benchmarks for your entire team.

You can create guidelines for responding to certain inquiries. Be sure to create a list of some of the most common questions and problems that you hear from your customers to establish the proper responses for each one. This will let you offer consistent customer support experience for all customers and ensure that the interactions are always top-notch.

If you want to ensure that your products and services meet the expectations that your customers have, then use the tips and information here. Understanding what to do, and how to do it is the best way to maximize your customer experience and ensure that they come back time and time again to see the new products and services that are offered and the upgrades that have been made to better suit their wants and needs.

Publish Date: March 2, 2020 4:35 PM

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