What Are The Benefits Of Meeting Customer Expectations?

Everyone knows that the customer is the king in all businesses and it is a fact that their expectations must be met and even exceeded for companies to achieve success. A consistent and predictable experience builds customer trust, which leads to loyalty.

There are many benefits to meeting customer expectations, but there are also downsides when this doesn’t happen. In fact, in a survey conducted by Salesforce, 76% of customers indicated that it’s easier than ever to switch from one brand to another to find an experience that matches their expectations.

What Are The Benefits Of Meeting Customer Expectations?

1) Have a Regular and Honest Customer Base

What do all companies want? They want customers loyal to their brand. When an organisation meets customer expectations, their one-time purchase becomes a regular, and that’s cheaper. Because? Because according to Invest, investing in new customers is between 5 and 25 times more expensive than retaining existing ones. A customer wants nothing more than good service and if it is given, it will show brand loyalty.

2) Be Unique Among the Competition

According to Zendesk, after more than one bad experience, around 76% of consumers say they would rather do business with a competitor. By contrast, 72% of customers will share their good experiences with other users, according to Salesforce. This fact can make a company unique among the competition: worrying about the needs of its users.

3) Influence on Sales

Did you know that according to HubSpot, 68% of consumers indicate that they are willing to pay more for products and services from a brand that offers good customer service experiences? This explains the key importance of customer service. When a company meets customer expectations, the customer will continue to do business with the same company even if its costs increase. HubSpot Research also explains that 93% of customers are likely to make repeat purchases with businesses that offer excellent customer service, which means they will pay more if their feedback is shown interest.

How Do You Know What the Customer’s Expectations Are?

1) Asking For Feedback

According to the Harvard Business Review, 84% of consumers report that their expectations have not been exceeded in their last interaction with customer service. In these cases, it is convenient to ask customers what they want and meet their expectations.

For this, it is very useful to carry out telephone surveys through the Enreach IVR. IVR technology makes it possible for companies to contact customers immediately after serving them, since it allows organisations to automate calls to measure customer satisfaction through quality telephone surveys (rating from 0 to 10), thus exceeding the shortcomings of traditional methods to measure user satisfaction.

2) Analysing and Researching the Competition

Deloitte research shows that 72% of companies believe they can use analytics to improve customer experience (CX).

3) Asking the Customer Support Team

No one knows customers better than the team of agents who serve them, since they are the employees who listen to and resolve user queries and complaints. According to HubSpot, 73% of consumers say they stay loyal to brands thanks to customer service agents who practice active listening, are empathetic, and efficient.

With Enreach’s Omnichannel Contact Center Agent Module you will be able to serve your customers and meet their expectations. How?

• Connecting with your customers through their favourite channels: WhatsApp, Webchat, SMS, email, phone calls and via the web…
• Offering your agents a single web interface to manage all conversations. Thus, they will be able to serve customers from multiple channels, personalise messages with icons and rich texts, create predefined responses, type interactions, add notes, reschedule calls and transfer conversations. They will also be able to show their availability with customisable statuses.
• Connecting the OCC with your CRM and multiplying its power. Our service integrates with the main work of your agents and improves the experience of your clients. Manage your calls from your CRM, customise the flows, automate the creation of tickets, record call information, and create reports.