Customers’ expectations change every minute of the day. You must keep up with these expectations to keep your customers happy and loyal to your brand. At the end of the day, your customer service is what makes you stand out from your competitors. According to a Forrester report, nearly 95% of brand managers say that providing a good customer experience is a top strategic priority. Here are the top 6 customer expectations you need to know this 2022.
1. Customers want supportive communication.
Many brands have retracted from the limelight during the pandemic. However, not talking to customers is never a good idea even during a pandemic. Customers are expecting brands to provide support to them through good times and bad times. 77% of customers want companies to be helpful throughout their ‘new everyday life’. Instead of leaving customers in the dark, what you need to do is adjust your brand’s tone to be more supportive and inviting. Create more personalized experiences that can be helpful for your customers and build a better relationship with them to get to know what they expect from you.
2. Customers want to be a part of communities.
Customers are always looking to join communities that have the same interests as them. As a brand, it’s your responsibility to provide conversations that will help you turn your social media platforms into a community. When customers feel like they are a part of a community, they are most likely to become loyal customers because they know that they are being valued and heard.
3. Customers want convenience.
While the world is returning to normalcy, consumers still want brands to give them the ability to choose online or in-person shopping at any time. Consumers will always also choose brands that provide multiple convenient service options and pandemic-influenced convenient options. Therefore, you have to be creative and think of a strategy on how you could provide convenience whether that is through cashless payment, contactless delivery, etc.
4. Customers want to feel respected.
According to a survey, 58% of consumers are experiencing problems with customer support services at least once a month and share these experiences with their immediate surroundings.
This poses a great threat to the reputation of organizations in the long run. Regardless of what issues they have, customers want to feel respected and must feel like your brand is making an effort to solve the problem they are facing. You can do this by offering a chatbot that’s available 24/7 or setting up a business Whatsapp account where customers can directly message whenever they face a problem.
5. Customers appreciate genuineness.
Last but not the least, customers expect honesty and genuineness from brands. Do not advertise or market anything that you do not offer. The last thing you want is to make false and unnecessary claims. Misinformation could only hurt your business tremendously and you will lose out on a lot of current and prospective customers.
Want to drive business growth? Parachute is a digital marketing agency who can help you understand your customers’ needs and work on a strategy that will make you generate more leads. Contact us now for a free consultation.
