Everyone wants to feel important. It’s a basic human need to feel like we matter. The feeling of being important connects us to the ones we love, our friends, and the people we trust. But this also extends to the companies we buy from and the services we use every day.
Bad experience is driving customers away – fast
If you go to buy a car and you visit different showrooms which is the one you want to buy the car from? Well, you may only have one place where you can get what you want, so you buy it from there, however, how did they make you feel when you were there? If they make you feel important and like you matter would you go there next time you are looking for a car? Would you tell your friends how they made you feel? I’m sure the answer is yes. I know it is for me. But what if it was the other way? They made you feel like you were just another customer, someone else to sell a car to. Would they be your first call next time? What would you tell people about them? I suspect it would not be so good.
Your customers, clients, or users are more powerful than any marketing, promotion, or offer when it comes to attracting more of them returning. Happy customers tell people they are happy but so do unhappy customers.
What makes a happy customer?
Provide them with something that never goes wrong, maybe? Provide the perfect product? Well, in most cases, this is not even possible, no matter how much you invest in development or testing, things will always go wrong. You just reduce that risk. But the risk is always there. But can something go wrong to be good? Yes, it can, and there is data to prove it. Let’s say that the car you bought develops a problem. If you contact the company and get good service, they help you, make you feel important, and that you matter. You feel happy, right? You like being looked after. Next time you talk to your friends, you tell them a story about how you had a problem, but you were looked after so well.