10 Things Your Customers Wish You Knew About Them
Have you ever wondered what your customers wish you knew about them? Obtaining this information would help business owners view their products and services from the customers’ standpoint. Understanding what customers want will help business owners to come up with products and services that fully satisfy their customers’ needs and desires. An excellent way of finding out the needs and desires of your customers is by examining different studies in social psychology. Below are 10 the things your customers want you to know about them:
Quality Over Quickness
A recent study has shown that customers appreciate top-quality service than fast, incompetent service. From this study, it can be deduced that customers prefer to have 15 minutes in paradise than 5 minutes in hell. Customers not only value excellent, top-class, and exceptional services but also spread the words about the brands offering such first-rate services to their family and friends. On the other hand, many customers revealed that one of the main reasons they abandon many brands is due to the rushed, poor, and incompetent service of these companies.
Customers Love Personalization
In a recent study published in the Journal of Applied Social Psychology, researchers discovered that waiters were able to increase the tips offered to them by 23% as a result of personalizing the service they rendered to customers, even without altering the quality of the service. During the course of this study, the researchers asked some waiters to offer customers a second set of mints when presenting customers with their bills. It was discovered that while customers who were presented with a second set of mints offer 23% more than average tips to waiters, customers who did not receive the second set of mints tipped waiters 7% less than the average tip.
Remember Their Names
A recent study on brain activation has revealed that humans enjoy the sound of their names much more than other sounds. Business owners can take advantage of this revelation to give their customers a satisfying and memorable experience. Customers will be interested in your business when you are interested in them. Getting to know the names of your customers and using their names when appropriate will get your customers interested in your business.
People rarely forget pleasant surprises. They talk about it for a long. As a business owner, you can get your customers talking about your business for a long by surprising them with some goodies once in while. This is the trick Zappos is using to win the heart of its customers.
Customers appreciate random act of kindness display by brands. Such act of kindness can earn brands lots of loyal customers. This is one of the secrets behind Sweetgreen Restaurants 300% growth rate on a yearly basis since its inception.
Create a Loyalty Program
The infamous car-wash study conducted by consumer psychologists, Dreze and Nune, identifies the single thread that runs through all industry when it comes to customer loyalty programs: Customers will always stay with a loyalty program that has already taken off.
Stories on Sales Copy
According to a research carried out by Melanie Green and Timothy Brock, a well told story has a lasting effect on customers more than other persuasive form of writing or speaking. Stories help brands to effectively pass their message to customers.
Materials for Innovation
If you are having a hard time looking for innovation, your customers can be a great resource to you. In a study conducted by MIT’s Eric Von Hippel together with the Institute of Management Sciences, it was discovered that of the 1193 commercially successful innovations across 9 industries, 60% of them came through customers.
Appreciate Good Time More Than Money
In the years to come, people will only remember the good times they have rather than the money spent. This is why companies that manufacture cheap beers promote their products based on the good times offered by the beers rather than by the cheapness of the beers.
Focus on Money
The research findings of Kathleen Von, a well known psychologist, have shown money brings out the self-centered side of customers rather than their altruistic nature. Thus, while products such as luxury goods can be promoted by painting a picture of money, products associated with helping others such as Mother’s Day gifts should not be promoted with such marketing strategy.