7 Things Your Customer Really Wants You To Know
Did you know that 96% of unhappy customers don’t complain? And over 90% of them leave and never come back.
You can bet that for every customer complaint you’ve received, there are more unhappy customers who have remained silent. And you know that your competition is only a click away for them.
So how do you keep your customers happy long-term? By listening to what they really want.
Here’s what your customers are dying to tell you ?
Calling them by their name pays off
Customers like feeling important, appreciated and understood. But before all of that, they want to be treated as human beings.
In fact, 75% of consumers are more likely to buy from a retailer that recognizes them by name and makes recommendations based on past purchases. When it comes to customer care, research shows that 59% of customers said being treated as an individual was more important than how fast their issue was resolved.
So always strive to create a unique, personalized experience for your clients if you want them to keep coming back to do business with you.
They decide if they like you or not in about 7 seconds
It takes approximately 7 seconds for people to form an opinion about your brand. This is something every business owner should be aware of when trying to market their product or service. Make sure your website or storefront is eye-catching, and that you leave a positive first impression on your prospects.
Social purpose can make the difference when quality and price are the same
Today’s market isn’t just competitive in terms of price and quality anymore. 75% of consumers will refuse to buy from a business if they learn that it supports an issue contrary to their beliefs.
This is because nowadays, consumers want to find brands that share their values and that showcase integrity. And social purpose can be the defining factor that makes consumers choose one company over the other.
Your website should be mobile-friendly
More than half of users abandon a website after only 3 seconds if it doesn’t load on their mobile phone properly. And 94% of people say that they don’t trust a website because of its design. So make sure your website loads fast, looks clean and is mobile-friendly. Or else you’ll be putting off prospects that have the potential to turn into valuable, long-term customers.
They’re tired of in-your-face-marketing
As consumers, we’ve seen it all. From salespeople faking niceness and interest to controversial ads made only to get attention. People are bombarded every day with aggressive advertising and sleazy sales tactics. If you don’t want to turn them off your brand, make sure your marketing is different and a little bit more sophisticated than that.
They expect you to answer quickly
With social media and AI technologies like chatbots on the rise, a majority of customers believe that a business should be available 24/7.
You might be surprised to learn that 82% of consumers expect an immediate response to their inquiries. Even more, taking over 5 minutes to answer can lead to an 80% decrease in your chances of qualifying a lead.
They value trust and transparency more than you think
You might have heard that trust and transparency are the keys to building strong customer loyalty. But you probably underestimate just how crucial these two components can be to your business success.
Here are a few essential facts to consider:
- 73% of consumers are willing to pay more for a product that promises total transparency (and consider trust to be more important than price)
- 78% of people believe that the best indicator for the trustworthiness of a company is how they treat their employees
- 67% of consumers agree that they will stop buying from a brand with “good reputation” unless they feel that they can trust that company
The good news is that once you’ve made transparency a priority and you’ve managed to build trust with your customers, they’ll be far more likely to remain loyal to your brand over time.
Do you want to learn more about building a strong customer base? Get in touch with our digital marketing team.