The Next Secret to Turning Satisfied Customers into Raving Fans!
Posted on April 09, 2025 by Michael Shew, LIFA, MBA, CFBA, One of Thousands of ADD ADHD Coaches on Noomii.
Understanding what your customers truly want. When you know your customers, you can serve them better and elevate their experience from satisfied to d
Why Understanding Your Customers Matters
To craft a customer service strategy that works, you need to focus on these four essential actions:
A. Listen to Your Customers
B. Ask Sincerely
C. Offer More than Just a Product or Service
D. Know When to Ignore Them
Let’s break down each step:
A. Listen to Your Customers
Listening goes beyond hearing words—it involves understanding both what customers say and what they don’t say. Decode Their Real Needs: Customers might say they want lower prices, but upon closer analysis, the real priority could be faster delivery or better quality.
Pay Attention to Silent Customers: Some customers won’t voice their dissatisfaction—they silently leave when competitors appear. Addressing this group’s unspoken frustrations can help you retain them. Beware of “Fine” Responses: A customer saying their experience was “fine” might actually signal indifference or dissatisfaction. Probe deeper to uncover their true feelings.
B. Ask Sincerely
When you ask for customer feedback, authenticity matters. Insincerity can be spotted instantly and erodes trust.
Use open-ended questions to encourage honest responses.
Show genuine interest in their experiences and opinions.
Ensure customers feel heard and valued, even if their feedback isn’t glowing.
C. Offer More than Just a Product or Service
Customers don’t just buy products—they invest in experiences that make them feel valued.
Focus on the Journey: Every touchpoint, from browsing to purchase and beyond, shapes customers’ perceptions of your brand.
Create Emotional Connections: Go beyond transactional interactions and make your customers feel like an integral part of your business.
Add Value: Whether through personalized service, rewards programs, or small, thoughtful gestures, ensure your customers feel special.
D. Know When to Ignore Them
This might sound counterintuitive, although setting boundaries is crucial.
You Can’t Please Everyone: Not all customers are the right fit for your business. Trying to accommodate everyone can dilute your vision and stretch your resources too thin.
Stick to Your Vision: If a customer’s expectations don’t align with your company’s core values or offerings, it’s okay to part ways amicably.
