The same goes for a business. By finding out exactly what customer expectations are, you can create customized solutions and avoid problems.
This proactive attitude is well received by consumers, who reward your brand with more loyalty , purchases and positive comments. Let’s look in detail at the impact of these actions on the success of your business.
A Microsoft study revealed that 96% of global consumers say customer service is an important factor in their loyalty to a brand. An affordable price or an innovative product may be appealing, but feeling seen and heard is what makes people buy from you.
Satisfied customers are more profitable
Expectations met, money in your pocket. According to the American Express Customer Service Barometer , 69% of customers will make more purchases from a company that offers good service. Nearly 25% of millennials, people aged 18 to 35, are satisfied with their experiences. However, baby boomers are the least satisfied.
Satisfied customers are more allies
According to a study by Zendesk , 46% of customers remember bad experiences that happened more than two years ago. On rcs data the other hand, 21% remember good experiences from a similar time period. Companies that meet customer expectations before, during, and after the sale can boost their reputation . Consequently, they may be more recommendable to other potential customers.
According to Think With Google , 6 out of 10 people expect brands to provide them with the information they need at the right time. However, less than half feel this happens. In this case, customer expectations service does not meet consumer desires.
Customer expectations: 5 factors that influence consumer opinion
Now that you know what customer highlighting followers and engagement on social media expectations are and how they impact the success of your company, it’s time to discover the 5 factors that influence consumer opinion .
Price
Recent academic studies indicate that pricing affects brand image and positioning strategy. While some business models value malaysia numbers list the production of luxury goods or exclusive experiences, others seek to cater to a broader audience.
According to experts, consumers tend to associate a high price with high quality and vice versa. To stay competitive , a company can reduce costs or invest in technology, for example.
