Nobody likes doing business with an anonymous party. People want to feel that you are reachable. That people like to feel that they are doing business with a person, is mainly due to the fear that something can go wrong. Because what then? Can they call someone? Is the problem resolved? Or can't they go anywhere?
The feeling that there is someone you can postpone your problem with and who can possibly provide a solution is a great reassurance.
PERSONALIZING A PRODUCT
Making a product 'personal' may sound abstract, but if you focus on solving a problem it becomes a lot easier ... Do you know the statement 'most problems solve themselves'? You can keep that in mind if you want to give your product a personal touch. By making clever use of testimonials, instructional videos, manuals, demonstrations, webinars, etc., you not only make it personal, but also show that you want to help customers further. That you want to tackle their potential problems proactively. Two birds with one stone!
WHAT YOU CAN DO ALL?
›Ensure that the basic contact details are correct. An e-mail address, telephone number and mailing address.
›Can you add extra channels? An online chat? Social media?
›Do you use customer reviews? Word of mouth also works digitally and is personal.
›Make someone responsible for customer service so that he or she can ensure active follow-up.
›If you have a complex product, bundle all basic information and make it easily available online. ›Pay attention to recurring questions from customers. If necessary, add the answers to the basic information.
›Engage ambassadors who will actively use your product and share their tips and tricks for use.
›Give customers a look behind the scenes. Photos in the workplace, a video about how the product is made ...
CREATING A SERVICE PERSONALLY
The advantage of a service is that it is usually performed by a person, and therefore automatically gets a face. But there is also a risk in this. All links in a product can be calculated. Someone buys a product, knows what it looks like, what it does and why he / she buys it. You know how long it takes to make the product, how quickly you can deliver it, what the cost price is and what the selling price should be. The story about the product may be personal, but the object itself is not. With a service it is different. You, or your company, are engaged with a very personal purpose for your client. Depending on the customer, this creates a very personal expectation. If you exceed that expectation, you can count on a good Net Promoter Score (NPS) and you have an ambassador. If that does not work, this can lead to negative publicity.
"A service does not exist until it is purchased."
›What do you need to give customers enough confidence to purchase a service?
›What can you do to strengthen that trust?
›How can you confirm that confidence and certainly not harm it?
We at Sofco are happy to advise you in making the right choices. Make an appointment with our people without obligation.