Tailoring the product /service to deliver beyond customer expectations and use

In most markets consumers regularly demand change, to the point where it is disconcerting for the companies that offer these products and services. With these growing needs, companies must elevate themselves to a position of listening to learn and collaborating with its prospects and customers.  Fortunately, advanced tools exist to conduct satisfaction surveys, consultations and accommodate co-creation techniques with customers. Thus, ODiTY and AreYouNet services makes it easier to tailor a product or service according to customer expectations and uses.

Make the product/service evolve according to customer expectations and use

In most markets consumers regularly demand change, to the point where it is disconcerting for the companies that offer these products and services. With these growing needs, companies must elevate themselves to a position of listening to learn and collaborating with its prospects and customers.  Fortunately, advanced tools exist to conduct satisfaction surveys, consultations and accommodate co-creation techniques with customers. Thus, ODiTY and AreYouNet services makes it easier to tailor a product or service according to customer expectations and uses.

Identify reasons for dissatisfaction

Succeeding in improving customer satisfaction is a complicated job that requires lots of questioning, identifying the reasons for dissatisfaction of your customers and even prospects. Analyzing customer dissatisfactions and complaints are often time-consuming tasks but are extremely beneficial to provide insights to improve the products and services. These surveys also aid in reducing the number of dissatisfied customers in the future.

Identifying and addressing recurring reasons for dissatisfaction is your priority. It is impossible to address dissatisfaction without having the complete overview of the problem as well as all the finer details corroborated by numerous people.

Conducting a satisfaction survey at a specific time allows information to be obtained from a highly targeted audience which improves the relevance of responses and optimizes the response rate. For example, these are some relevant questions to ask your customer after a purchase:  

  • The quality of the product
  • Quality, speed and customization of the service
  • The strengths and weaknesses of the delivery
  • Use of the product
  • The quality and speed of after-sales service
  • Rating of delivery
  • Improvements to be made
  • Price test to determine the ideal price

Anticipating and understandingemerging and future needs

When it comes to evolving your offer according to the needs and expectations of customers, it is a frequent mistake to think your customer knowledge only has short term relevance.

You could place yourself ahead of the curve by identifying emerging and future trends with the customers surveyed. By anticipating future needs, companies take a big leap forward in customer knowledge compared to their competitors. The products and services developed will correspond to the customers’ needs before some of them have even become aware of them.

How to rely on customers to improve your offer

The needs of your customers evolve and it is quite easy to follow them by listening to learn. Listen to what customers have to say to you, or about you.  Here are some concrete ways to make sure you use customer dissatisfactions or complaints to your advantage.

Encourage every customer to express themself

Some customers may have difficulty expressing dissatisfaction. For lack of time or desire, they will prefer to say nothing but never buy your products or subscribe to your services again. Offer these dissatisfied customers a second opportunity to engage with your product or service. Thereafter, encourage them to share their experience, whether negative or positive! You can streamline this task and make it even easier to manage by providing dedicated numbers, email addresses, contact forms or social accounts.

The AreYouNet solution makes it possible to quickly and regularly set up advanced satisfaction surveys in order to collect opinions from a specific selected audience (inactive, loyal or even the most lucrative customers) or a more generic sample. AreYouNet offers the possibility to conduct quantitative or qualitative studies (focus group), according to your expectations.

Diversify the sources of customer expectations

Emails, messages or calls to customer service, reviews on platforms dedicated to this purpose, contact forms on your website or simply conversations on social networks – it is highly likely that you already have an abundance of material and insights to sculpt an offer tailored to satisfy a demanding target. This includes listening in on a customer interaction or reading written messages. This work does not replace the importance of having and utilizing a panel of consumers who you could submit ideas to for feedback and improvement.

With offers including the hot and cold satisfaction barometer after a particular event, customer panels tests for an offer, focus group intended for co-creation, satisfaction questionnaire;  AreYouNet is the n°1 company in France in the field of online surveys and panel management thanks to the wide variety of services they specialise in.

Enable co-creation mode with clients

Co-creation with customers occurs when a company involves customers in the process of innovation, creation or improvement of a product or service. The methods of collaboration are diverse and make it possible to position the brand towards what consumers really expect. The greatest value of this collaboration lies in the fact that the end users, who are the ones who experience problems of use, participate in the resolution of the problems by providing invaluable insight and suggestions. We’ve also noticed that the community of customers engaged in co-creation tend to become true and authentic ambassadors of the brand.

After engaging with the above, it would be difficult to argue against the need for these technologically advanced tools and methods for your business. Allow ODiTY, an innovative player in the relationship and customer experience realm to accompany and guide you through personalizing the best solution for your business.

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