Customer perception goes far beyond just their experience with a product or service. There are many different factors that can affect customer perception and how they ‘view’ a company or brand. Understanding these different factors can help companies improve their customer satisfaction, leading to better brand loyalty and customer retention. Here are some factors to consider when addressing customer perception.
This is extremely important because customers who have a negative experience with a company’s customer service center rarely return to make additional purchases in the future. Focus on how well customer service interactions were resolved (and if they were resolved). What do your customers think in terms of the knowledge and dependability of your brand when they needed assistance? How long did it take to help resolve any issues? Don’t forget that customer service reps should be proactive with their interactions and solutions.
Potential customers will more than likely do their research about which company they will do business with. It’s important to know what your past customers have said about their experience with your company. This will affect how new customers perceive your brand. This includes aspects such as whether or not people view your company as one that stands behind its customers and were problems successfully resolved in a professional and timely manner.
Obviously, customer experience can drastically affect others perceptions about your company. Focus on how were previous customer interactions resolved. This can also include a customer’s previous experience with your company’s products or services, your prices or fees compared to your competitors and the quality / value of your products, services or interactions with your company.
Consistency between interactions with your company across multiple ways of communication can have a lasting effect on customer perception. Customers should know what to expect from your company when they reach out, no matter the means of communication. If they contact customer service, they should know what to expect no matter who they talk to. This is why having real-time data available to all customer service agents is so important. Also, although automated chatbots are great in certain situations, some customers will prefer human interaction.
Customers should feel valued when they contact your company. After all, they are the reason your company is in business. A customer’s time and money should be worth what they get back in terms of services, products they purchase and the experience they have. So what kind of value does your company offer to its customers?
Customer perception is vital to customer retention and brand loyalty. If customers trust your company, they will return to make additional purchases, refer others and leave positive reviews online, all of which can affect your customers’ future decisions.
If you are interested in learning more about how our cutting edge technology can help improve your customer perception and show your customers the value your company offers, contact our experts today. We look forward to helping you hit your customer perception goals.