Adding value to the customer: how to offer more than one product or service
In the business world, competition is fierce and consumers are increasingly demanding. Because of this, adding value to the customer has become an essential strategy for business success. After all, offering just one product or service is no longer enough to stand out in the market: customers seek memorable experiences that go beyond the basics.
In this scenario, research such as Customer Experience Trends, from Zendesk, have shown that business leaders understand that providing a good customer experience boosts their business revenue. According to the report, 81% of these leaders consider customer experience and support as growing priorities for the coming year.
In this article, we will explore how to develop a good customer experience, offering more than a simple product or service, and how this can be beneficial for both customers and companies.
What does it mean to add value to the customer?
First of all, it is essential to understand what it means to add value to the customer. In short, to add value is to offer something that goes Beyond Expectations of the customer, providing a positive and unique experience, to make him feel special and satisfied.
According to a Harvard study, approximately 95% of buying decisions are guided by the subconscious. That is to say, Shopping is motivated by emotion, and not for the reason. Therefore, if you want the consumer to remember your product or brand, it is necessary to engage them and awaken your passion for interaction with the company.
Always remember: Are human beings driven by emotions!
4 Tips for Improving Customer Experience
When we think about the context of the digital world and industry 5.0, adding value to your customers and keeping them satisfied seems to be more essential than ever. After all, as you pointed out Jeff Bezos, CEO of Amazon, “if you leave customers unhappy in the physical world, maybe each one will tell six friends. If you leave customers unhappy on the Internet, they can each count to 6,000 friends.”
With that in mind, here are some tips to improve the customer experience and exceed your expectations:
1. Know your customer
Understand the needs and desires of your audience it is a crucial aspect to add value to the customer. This can be done through a Attentive observation and Active listening, asking open-ended questions and seeking to understand the troubles and aspirations of the customer. How does he make buying decisions? How do you interact with the company?
However, it is important to remember that consumers do not always know how to express their needs clearly. Therefore, it fits Deepen the analysis to identify true demands and offer solutions suitable.
As market research, may even play a fundamental role in this search for more detailed information. In addition to being able to assess the perception of customers in relation to the brand, they also tend to identify opportunities and shortfalls compared to competitors.
2. Provide excellent customer service
Uma customer service team well trained, she is able to offer quality service, understand customer needs and expectations, deal with difficult situations and provide a positive service experience.
Therefore, team training must be taken seriously, encompassing not only technical skills, but also interpersonal skills, such as empathy, communication, and problem solving.
Additionally, staff should be encouraged to request feedbacks of clients and to analyze them constructively. Whether positive or negative, feedback must be valued and used as a tool to continuously improve the customer experience.
An effective strategy for dealing with complaints and feedback is to have a communication channel open and accessible to customers, such as a customer service or an online feedback system. This allows customers to feel heard and valued, and it also allows the company to respond quickly to their needs.
Another suggestion is to invest in software from Customer Relationship Management (CRM), in order to keep track of every interaction with leads and customers, regardless of the channel, so that no data or feedback is lost.
3. Create a lasting relationship with the customer
A satisfied customer is more likely to return and recommend your company, What results in a Increase in sales and in the construction of a solid customer base. O After-sales plays a crucial role in this process: it's time to show that your company cares about customer satisfaction and is committed to offering exceptional service even after the sale is completed.
“Customers who have positive experiences with a brand spend 140% more than those who report negative experiences.”
The true value of customer experiences, by Deloitte
An effective strategy to add value to the customer and create a solid relationship is to offer a loyalty program effective. When well planned, the loyalty program can encourage customers to continue buying from your company, rewarding their loyalty with discounts, exclusive offers, and other special benefits.
It's important that the loyalty program is simple, easy to understand and participate in, and that it offers rewards that are truly valuable to customers. In addition, it is essential to monitor and analyze the results of the loyalty program to ensure that it is achieving its objectives and making customers feel valued.
4. Invest in innovation and personalize the customer experience
Innovation is a key element to stand out in a market driven by digital transformation. By investing in innovation, companies have the opportunity to add value to customers, offering innovative products and services that meet their needs in a more efficient, convenient and personalized way, generating satisfaction and Loyalty.
In this scenario, the personalizing the customer experience it is a form of innovation that allows meeting the specific needs and preferences of each individual. From web interactions to mobile devices to in-person interactions, consumers now see personalization as the standard for their best experience. As a result, pressure on companies increases, as consumers have an easier time choosing something different if they don't like the experience they had.
One of the most effective ways to personalise the customer experience is Collect data and relevant information about them. This can be done in various ways, such as through loyalty programs, satisfaction surveys, interactions on social networks, analysis of purchase history, browsing behavior on the site, among others.
It is worth remembering that it is important to ensure that data collection is carried out in a transparent and ethical manner, following the principles of Information Security and complying with applicable data protection regulations, such as General Data Protection Law (LGPD).
According to the Zendesk report, the use of data to promote differentiated experiences is growing in the business world: 46% of companies are investing in personalization through the use of data. That's nearly double what organizations invested before the COVID-19 pandemic.
Thus, it is up to each company to reflect on points of contact with its consumers, thinking about how to personalize and improve the customer experience. Have you ever imagined, for example, offering a personalized experience when signing contracts with your clients?
A Clicksign Integration It allows companies to incorporate electronic signatures into their existing workflows, making the process more efficient, safe and convenient for the company and the client.
Por ser White Label, Clicksign Integration allows companies to maintain a consistent appearance of their brand throughout the entire process of electronic signature, creating a more familiar and reliable experience for your customers.
The solution can even be used together with the Zapier, making it easier to system integration even for organizations that do not have professionals with programming knowledge.
https://www.youtube.com/watch?v=LVUxthdJ7e8
It's time to bet on the customer experience
As we have noticed, adding value to the customer goes beyond offering just one product or service. It's a strategy What does it involve understand customer needs, offer a excellent service, surprise with gifts or bonuses, invest in quality of the product or service, provide an excellent After-sales and create memorable experiences through personalization.
Therefore, it is essential that companies put the customer at the center of your business, constantly seeking ways to positively maximize your experience.
And, if you are looking for a solution for optimize the customer experience when signing documents and contracts, Clicksign is an option that can help you! Ao digitize your processes, you make them more efficient, in addition to enjoying a easy and safe experience to sign documents, with legal validity, 100% online.
Try for free for 14 days, sending up to 30 documents for signature right now. Don't waste time and start adding even more value to your customers!
