Lack of understanding in customer needs is a recipe for disaster. With the digital age, customers are becoming more versatile. Several factors need to be taken into consideration while trying to understand customers, gender, income, and demographics, to name few. It is crucial to try understanding what they need and add a touch of personal connection to each and every customer.
HOW DO I DO THIS YOU ASK?
Firstly, you need to Identify your customers needs or POC or (Point of Contact) by making a list of all the places and times your customers might come into contact with your brand. We’ve put together a list of touchpoints here, but it can vary a lot depending on your business.
Here are just a few pointers on how to go about this.
- Get to know who your customers are.
- Look at it from their point of view.
- Who are they currently buying from?
- Identify trends.
Get to know who your customers are
Knowing more about your customers makes your sales and marketing efforts much easier. Develop a customer profile and place each customer into segments that fit their individual profile – this in turn makes it easier to cater to the needs of each segment of customers.
Look at it from their point of view
Put yourself in your customers shoes and meet their expectations if you want them to return. Offer them something extra – little gestures in marketing will make a lot of difference and can guarantee referrals and customer retention.
Who are they currently buying from?
The need to know where your potential customers are currently buying from is a must. You will then know, if your product is of superior quality, as good, or even a lesser product than your rivals. Maybe their service isn’t as good as yours or you can add extra benefits when purchasing from you that your competitors can’t meet.
Identify trends
Trends change, for example traditional models in things like exercise, shopping, beauty and fashion, and even food are constantly changing – thus the need to keep identifying your customers trends. Not only will Identifying your customer’s needs/trends help you to create the various segments for your customers, it will also help to streamline and systemise your sales and marketing decisions. Check for various patterns and data to make an analysis – this in turn will give you valuable information about your customers behaviour and POC.
The below lists will help you in your quest to further understand your
Customer Touchpoints/Mapping and POC
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