Post by account_disabled on Mar 10, 2024 11:36:23 GMT 1
Quality of the customer experience If you want the public to do business with your company again, you need to pay attention to the quality of your customer service . This is what the research “Experience is everything”, by PWC Brasil, shows, according to which, almost half of Brazilian consumers say they stop buying a product or service from a brand after a single bad experience. To develop frictionless experiences, you need to pay attention to each phase of the purchase and relationship journey, so that everything happens in a simple, pleasant and clear way. In other words, if your objective as a company is to build loyalty and retention, you need to provide customer service that generates positive perceptions among consumers, and this across their various points of contact with your brand, always encouraging them to maintain a lasting relationship. with your brand. It is necessary to highlight here that this same research indicates that speed, convenience and helpful service are the main aspects for a good experience. For more than 80% of Brazilian consumers, these factors are very important.
In this sense, companies are expected to adapt their support efforts to promptly meet the needs and expectations of each customer, providing a personalized experience. The idea is to make them feel unique and special. In fact, PwC data shows that Brazilian consumers, for example, accept paying around 20% more for tickets to sporting events if the purchasing experience is satisfactory. In the case of Brazil Phone Number Data this price difference is around 17% and for a cable TV subscription it reaches 15%. 2. Consumer-centric culture Customer-centric culture is a way of planning the purchasing journey, placing the customer at the focus of strategies with the aim of providing a positive experience both before and after the purchase. This way, you motivate the customer to want to come back more often, leading to loyalty. By taking the focus off the product and onto the customer, you can more easily identify the expectations, needs and characteristics of this audience you want to delight. This way, your planning starts to seek solutions for these people and becomes more assertive.
With this, your company will be able to make customers more satisfied and increase their retention rate, even making them become promoters of your brand. Another point is that businesses that aim to be customer centric tend to strengthen their image in the market, standing out from their competitors. When the customer notices this continuous effort on the part of the company, you can generate satisfaction, stand out in the market, starting the loyalty process. 3. Relationship building If you want your contact with a specific customer to not be restricted to the first purchase, you need to work to build a relationship. At this stage of loyalty, the communication strategy needs to help you speak to your audience, reinforcing this relationship of proximity, trust and mutual knowledge, so that they become promoters of your brand. To ensure that your planning is heading in the right direction, you need to know your audience well, understand their pain points and demands. Therefore, you can carry out research to identify the main characteristics of your audience, such as their tastes, biggest needs, what they do during the day, personality traits and the way they communicate.
In this sense, companies are expected to adapt their support efforts to promptly meet the needs and expectations of each customer, providing a personalized experience. The idea is to make them feel unique and special. In fact, PwC data shows that Brazilian consumers, for example, accept paying around 20% more for tickets to sporting events if the purchasing experience is satisfactory. In the case of Brazil Phone Number Data this price difference is around 17% and for a cable TV subscription it reaches 15%. 2. Consumer-centric culture Customer-centric culture is a way of planning the purchasing journey, placing the customer at the focus of strategies with the aim of providing a positive experience both before and after the purchase. This way, you motivate the customer to want to come back more often, leading to loyalty. By taking the focus off the product and onto the customer, you can more easily identify the expectations, needs and characteristics of this audience you want to delight. This way, your planning starts to seek solutions for these people and becomes more assertive.
With this, your company will be able to make customers more satisfied and increase their retention rate, even making them become promoters of your brand. Another point is that businesses that aim to be customer centric tend to strengthen their image in the market, standing out from their competitors. When the customer notices this continuous effort on the part of the company, you can generate satisfaction, stand out in the market, starting the loyalty process. 3. Relationship building If you want your contact with a specific customer to not be restricted to the first purchase, you need to work to build a relationship. At this stage of loyalty, the communication strategy needs to help you speak to your audience, reinforcing this relationship of proximity, trust and mutual knowledge, so that they become promoters of your brand. To ensure that your planning is heading in the right direction, you need to know your audience well, understand their pain points and demands. Therefore, you can carry out research to identify the main characteristics of your audience, such as their tastes, biggest needs, what they do during the day, personality traits and the way they communicate.