WHAT ARE YOUR CUSTOMERS EXPECTATIONS?

"6 Tips To Building Customer Loyalty"

By Tracey Lowrance


As your customer base grows it's imperative that you maintain the
same level of service that you provided when you first earned
your customer's business. You have to anticipate their needs
before they announce them, and put those actions in place.
Meeting these expectations will cement your relationships,
increase their satisfaction, and retain their business. Here are
six customer expectations that are the cornerstone of outstanding
service and increased sales:


1. Customers Expect Solid Information.
Providing your customers with tangible information lets them know
that you value them and respect their ability to make sound
decisions. When they feel that they're respected, they're more
open and willing to do more business with your company. One way
to ensure they receive beneficial information is to ask probing
questions during your conversations to uncover needs they may not
have voiced. For instance, ask about the objectives they've set
for their company, and the problems associated with attaining
them.


2. Customers Expect Options.
Customers don't want to be told that there's only one way or one
solution. They'll respond positively when they're given options.
Options are essential because they create dialogue and
discussion. Open dialogue can lead to more sales.


3. Customers Expect Single Source Service.
Customers don't want to be transferred to every unit of your
business to have their problems solved. They want to be able to
do business with you with the slightest amount of discomfort. You
must be easy to do business with. This means taking ownership of
your customers requests, problem, etc., and ensuring that their
needs are met to their satisfaction.


4. Customers Expect Superior Communication.
They may not be the best communicators, but they expect
communication excellence from you. So, if you tell them that you
will call them back at a certain time, make sure that you do.
Your responsiveness will create a bond of trust, and a
communication comfort level.


5. Customers Expect Consulting.
As the expert on your business' products and services, you are
your customer only contact to determining how to use your product
and/or service to get the best RETURN ON INVESTMENT (ROI). You
must take the time to ask pertinent questions aimed at finding
how your customer is using your product and/or service. This will
demonstrate your ability and knowledge as well as your intent to
spend the necessary time with them to meet their specific needs.


6. Customers Expect A Seamless Relationship.
The best businesses are those that believe in going the extra
mile for their customers. They know that they have to reinforce
why it's in the customers best interest to continue doing
business with them. Building a relationship with your customers
built on mutual trust and respect takes time and effort, but
remember retention is the best method of building profit. Stay in
touch with your customers by keeping them informed of new events,
product updates, passing on information that may be of interest,
calling to say hello, etc.


Meeting these six customer expectations will help you gain
customer loyalty, and customer loyalty will keep you in business!


Tracey Lowrance is the President/CEO of OutSource ConneXion, a
full service marketing communications firm that offers marketing
communications, public relations, media advertising, and
employee/community relations expertise in the Atlanta area. For
more help planning your marketing strategy contact Tracey at
(404) 299-7549 or email her at mailto:OutConnex@aol.com