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What Does a Customer Really Want?
| Guest post by: Tammy Kohl |
Article Overview: Loyal customers trust your organization and have faith that you are fair. It is truly all about building relationship through trust and strong points of connection. Making the strategic decision to create a loyal customer base is one of the most important commitments you can make to the success of your organization.
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Free Download - What Does a Customer Really Want? By Tammy Kohl |
What Does a Customer Really Want?
“Quality in a service or product is not what you put
into it. It is what the client or customer gets out of it.” - Peter
Drucker
Before you
answer the question, ‘What does a customer really want?’ Consider a broader
question, ‘What is your definition of a customer?’ Although organizations deal
with many types of customers, the definition should include two important
components:
·
A customer is someone who wants or needs your help,
your service or your product, and is willing to pay for it.
·
A customer is someone with whom your organization is
attempting to create a unique and emotionally positive experience for which
they will repeatedly purchase your product or service.
By
defining your customer it becomes much easier to identify what your customer
really wants. Above all, a customer wants a hassle free experience as well as
to be individually recognized and treated with respect. Research shows that 96%
of customers who are not treated with respect decide to never go back.
Typically, customers will not complain because complaining just adds to the
hassle of an already bad experience. Six out of ten customers will never return
to an organization based on poor service … not poor products. They usually will
not register a complaint with the organization; they just go elsewhere. Customers
want a positive experience and want to deal with a service provider that has
empathy and understands how they feel. They want a service provider who creates
strong points of connection. A powerful point of connection creates a bond with
customers and ensures a high level of trust. Trust builds strong relationships
and a strong relationship ultimately creates customer loyalty. Also keep in
mind trust is what your customer wants.
There are many requirements to building a successful
and sustainable business:
·
The ability to manage the organization effectively
·
The ability to create financial growth
·
The ability to innovate
·
The ability to develop and sustain a loyal customer
base
·
The ability to make environmentally sound decisions.
When these
five components are working in sync, an organization will experience
sustainable success.
We know
that loyal customers will always return to purchase your products or services,
which creates a long-term stream of income. A satisfied customer who has had an
average experience may or may not come back, therefore, creating a one time
sales or revenue opportunity. Loyal customers always come back; whether it is
once a week to their local grocery store or drycleaner, or monthly to their
local pharmacy, or every April at tax time to the same accounting professional.
No matter the business or industry, creating multiple, and consistent revenue
opportunities has a very positive financial effect on the organization.
Additional
advantages of developing a loyal customer base include their willingness to pay
more for your product or service, and they are also more forgiving when your
organization makes a mistake. As loyal customers, they trust your organization
and have faith that you are fair. It is truly all about building relationships
through trust and strong points of connection. Making the strategic decision to create a loyal customer base is one of
the most important commitments you can make to the success of your
organization.
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Article Tags: Customer loyalty, points of connection, relationships, resource associates, sustainable, trust
Referred by: http://www.increase-sales-coach.com
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About the Author: Tammy Kohl RSS for Tammy's articles - Visit Tammy's website www.resourceassociatescorp.com www.theinstituteforsustainability.com 800-762-6227 Tammy Kohl, President of Resource Associates Corporation, has been with the corporation since 1986. During that time she has held a series of increasingly responsible positions until her appointment in January 2002 to the position of President. Tammy's experience in working with personal clients and RAC affiliates has given her practical and extensive experience in the areas of creating customer value, comprehensive knowledge of RAC and TQI processes, and generating results on both the personal and organizational level. This knowledge and experience is invaluable in establishing the future course of Resource Associates Corporation on a national and international level. As part of her duties as Executive Vice President she was responsible for managing the production, customer service and affiliate support areas of the corporation. This knowledge and understanding of running operations gives her an in depth and well rounded working knowledge of how to run a successful business. In addition to her business sustainability, management and people skills she is proficient in setting strategic directions and accomplishing them. Tammy holds a degree in Business Administration. She is the founder of The Institute for Sustainability, an instructor for Achievement Seminars International and heads the RAC Executive Committee. Click here to visit Tammy's website   Decisions and Motivations Why The Emphasis on Teams Helping Sustainability Make Sense to Small and MidSized Companies The Power of Critical Thinking Try Not Do or do not There is no try Yoda |
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