With easy access to information and a variety of options to choose from, customers are now in control of the buying process. This means that businesses must work harder than ever to attract and retain customers.
To succeed in today's market, businesses must understand and meet the changing needs and expectations of their customers. In this article, we will discuss six of the most important modern customer expectations and how businesses can meet them.
1.Convenient shipping and delivery
Offering convenient shipping and delivery options is now a must for any business that wants to stay competitive. Customers today are used to getting what they want when they want it, and they expect nothing less from the businesses they patronize.
There are a few key ways to make sure your business is meeting this modern customer expectation:
- Offer multiple shipping and delivery options: give your customers the flexibility to choose the option that best suits their needs.
- Make sure your shipping and delivery options are affordable: no one wants to pay an arm and a leg for shipping, so make sure your rates are reasonable.
- Offer free shipping: this is always a popular option with customers, so if you can swing it, go for it!
- Use flat-rate shipping: another great way to keep shipping costs down for your customers.
- Offer expedited shipping: for those times when your customers need their order ASAP, offer an expedited shipping option.
- Use tracking numbers: always use a tracking number when you ship an order so your customers can track its progress and know when to expect it.
Shipping convenience is not only limited to shipping rates but also to how efficient the warehousing and dispatch process is. You can look for a fulfillment warehouse partner offering contract packing solutions, which is vital for eCommerce fulfillment. This will actually save your business valuable time and money.
Offering convenient shipping and delivery options is essential to keeping your customers happy and coming back for more. By following the tips above, you can make sure your business is meeting this modern customer expectation.
2.Fast response to customer inquiries
In the modern world, customers expect companies to be responsive to their inquiries and questions. Customers want to know that their concerns are being heard and that they will receive a prompt response.
There are a few ways to meet this customer expectation:
- Have a dedicated customer service team that is available to answer questions during business hours.
- Use social media as a way to quickly respond to customer inquiries.
- Encourage customers to submit their questions or concerns through a contact form on your website.
- Respond to all customer inquiries within 24 hours.
- Keep a FAQ section on your website that is regularly updated with the most frequently asked questions.
- Train all customer-facing employees on how to properly handle customer inquiries.
By meeting this customer expectation, you will show that you are responsive to your customers’ needs and that you value their business.
3.Convenient payment options
In today's day and age, customers expect to be able to pay for goods and services in a way that is convenient for them. This means offering a variety of payment options, such as credit and debit cards, e-wallets, and even cryptocurrency.
To meet this expectation, businesses need to ensure that they are accepting payments through a variety of channels. This includes investing in a good point-of-sale system that can accept all major credit cards as well as newer payment methods such as Apple Pay and Google Pay. They should also make sure that their payment processing is quick and efficient so that customers can complete their transactions without any delays or frustration.
4.Flexible returns policy
Modern customers expect a flexible returns policy from the brands they purchase from. They want to be able to return items easily and without hassle. One way to meet this expectation is by offering free return shipping and a generous return window. This means that businesses need to have a clear and concise returns policy in place and make it easy for customers to return items if they are not satisfied with them. Also, the returns policy should be prominently displayed on their website or in their store.
Businesses also need to make sure that their staff are trained in how to deal with returns so that they can provide a good level of customer service. Another way to make returning items easy for customers is by offering store credit instead of requiring a refund. This way, they can simply use their credit to purchase something else instead of going through the process of returning an item.
5.Personalized service
In today's world, customers have more choices than ever before. With so many options available, businesses need to find ways to stand out from the competition. One way to do this is by offering personalized service.
Personalized service is a modern customer expectation because it shows that you care about your customers and their individual needs. When you take the time to get to know your customers and offer them tailored solutions, you're showing them that you're invested in their success.
There are a few key ways to offer personalized service:
- Get to know your customers: Take the time to learn about your customers' needs and preferences. This will help you better understand how to serve them.
- Offer tailored solutions: Don't just offer one-size-fits-all solutions. Find ways to tailor your products and services to meet your customers' specific needs.
- Follow up: After you've provided service, follow up with the customer to ensure they're satisfied. This shows that you're invested in their long-term satisfaction.
- Go above and beyond: Look for opportunities to exceed your customers' expectations. This could be something as simple as offering a discount on their next purchase or going out of your way to help them with a problem.
By offering personalized service, you can build strong relationships with your customers and differentiate yourself from the competition. When you make your customers feel valued, they'll be more likely to do business with you again in the future.
6.24/7 availability
In today's 24/7 world, customers expect businesses to be available at all times of the day and night. This means that businesses need to have a good online presence and offer customer support outside of normal office hours.
To meet this customer expectation, businesses need to ensure that their website is always up and running and that they have someone available to answer customer queries at all times of the day or night. They also need to make use of social media platforms such as Twitter and Facebook to provide customer support outside of normal office hours.
Businesses must be aware of the changing customer expectations in order to stay ahead of the competition. By offering effective solutions for the above expectations, businesses can meet the needs of today's customers and build loyalty for the future.