Dissatisfied Customer: Customers become dissatisfied when there is a difference between their expectations and the experience they had while shopping. That is, when they feel that they did not get what they expected. According to a study by the White House Consumer Affairs Office , almost all dissatisfied customers do not complain directly to the company. Not only that, but 91% say they will never buy from the brand that caused them a bad experience again.
Indifferent Customer: If we manage to meet customer expectations and do not offer added value or our service was just enough, our customers may be indifferent to our brand. While there is a chance that they will buy from us again,
they are unlikely to recommend us
Happy customer : If we exceed their expectations, then the customer will be happy. Not only because they got the product and service they were looking for, but also because they received something they didn’t expect and that was valuable to their experience. 72% of users tell more than 6 people about a greece telegram data positive experience with a brand. ( ThinkJar ).
That said, our goal as a brand is to provide added value and an excellent customer experience so that they choose us to do business with again. According to a report by Walker , it is estimated that, in 2020, for how to treat a friendly customer? users, the customer experience will be more important than the price or the product itself.
Furthermore, let us not forget that for 79% of companies it is more expensive to reach new customers than to keep the ones we have already acquired,
Customer Experience Trends Report
There are many factors that influence customer expectations , since each one brings with it a unique subjectivity; however, we can state some of the main qualities that we must delve into.
The appearance of our facilities, employees, social networks, posters, signage, etc., are specific elements that the client will use to form a preconception of our brand.
Our precision in providing the required service and aleart news our reliability are important points. We must seek to comply with the proposed guidelines in the best way, in a timely manner.
Our responsiveness: The faster we respond to users’ concerns, the more comfortable they will feel, listened to, and feel that they are important to the company. When considering whether to buy from a brand or not, 79% of consumers say they will choose brands that show they care.
