What does your client expect from your business online?
Every profession out there is getting more competitive by the minute. There are more and more people involved in every discipline. It is hard to grab people’s attention, and even harder to hold on to them. Businesses are being subjected to increasing expectations. There is not enough space for every business to advertise their offers. So they end up on the Internet, where there is no dearth of space. However, cutthroat competition has seeped in there too.
Businesses are trying to give more and more to their clients for a lower pocket pinch. And as a result more often than not quality is compromised. Your clients don’t want that.
Nearly 95% of market leaders say providing a good customer experience is their top strategic priority. Three-quarters of them want to use customer experience as a competitive advantage. To them, the idea and intent look great on paper. The actual implementation is quite a bit different.
The big question is, what do your clients, who may range from patients to huge conglomerates, actually expect from you?
Personalised experience takes the top spot here. The irony lies in the fact that at a time of globalisation when the world is shrinking and people are placing themselves within a global community, customers want businesses to recognise their individuality.
They expect your practice will put the information and products they want where they expect to find them. Nearly half of consumers will dump their online wishlist if they can’t find a quick answer to their questions. That means, a customer service representative better be available to chat at any given second customers navigate your website. Most customers want a personal one-on-one experience even today.
They want more and more options. Every person has a unique taste. A person who is allergic to certain medications won’t be receptive to same treatment methods as the other person who is not allergic. Clients want services and they want it in as many channels as possible. They want self-service, voice, digital and social means to interact with a company and its people, and they still expect each to deliver a personalized experience.
Clients want to able to reach your business at all times. The majority of customers don’t find advertising and promotions as a nuisance. They expect some follow-up efforts to fill in their customer experience. It’s a request that can benefit the business as well. Keeping in touch can deflect incoming contacts, which can reduce costs and boost customer satisfaction and revenues.
When done in moderation, clients aren’t repulsed by surveys. Customers’ biggest expectation in the feedback loop is that companies do something about what they have to say. A prompt response is always appreciated by your clients.
Clients also expect to understand exactly what you are offering. When the value of your offers is clear, customers understand whether or not they need your service at all. And when only the customers that need your service avail your offers, the chances of customer satisfaction are higher.
Last, but not the least, simplicity. Beginning your introduction with terms and conditions is never a good idea. It is not for nothing that the terms of services are generally pushed to the corner of the pages. Letting your customers know what your services are all about right away, are often the most effective success mantra.