The success of your business depends on its ability to best meet the expectations and needs of your customers, and to evolve with them. Show
What are your customers waiting for? What products do they need? The surveys allow you to see more clearly. Discover more than 15 questions to ask your customers to qualify their needs and expectations. Qualify customer needs and expectations: what are we talking about?Many companies are unfamiliar with their customers. Why? Simply because it is relatively rare for a client to spontaneously communicate their needs and expectations to the company. Talking customers are still in the minority. If you want to learn more about your customers, get to know them better, you have to ask them questions. Surveys allow you to know in more detail who your customers are, but also and perhaps above all to know more about their needs and expectations. Knowing your customers’ needs and expectations will help you evolve your offer in the right direction and further customise your marketing campaigns.
An expectation, contrary to need, is not the symptom of a lack. It is something that one desires, that one wishes without necessarily having “need”. The expectation is not about a product but rather about everything surrounding the act of purchase, and in particular the quality of the relationship you have with your customers. More generally, expectations relate to all the interactions between your company and your customers. This includes, for example, the simplicity of the shopping journey on your site, the quality of the customer service, etc. Example of the Customer Satisfaction dashboard Needs and expectations are two sides of the “demand”. If you want to improve the satisfaction of your customers, you must consider these two complementary and inseparable aspects. Questions about your products (and therefore the needs of your customers) are insufficient if they are not accompanied by questions about expectations. Turning now to the question of “how”: how do you qualify the needs and expectations of your customers? The questions you must ask to qualify the needs and expectations of your customersSeveral stages surround the act of purchase itself, which goes from the birth of the need to the re-purchase. To understand the needs and expectations of your customers, we encourage you to ask them questions about the different stages of their journey: before, during and after the act of purchase. Discover The Basics of Customer Journey Mapping Qualify customer expectations before the purchase
Qualify the customer’s expectations after the purchase and before delivery
Qualify the customer’s expectations after the purchase or for a new cycle
We recommend that you use a solution like Skeepers to ask your questions at the right time and to the right people (for example: activate the question “what did you think of the ordering process?” After the validation of the order). Precise targeting of your surveys will result in the number and quality of responses collected.
When a consumer is willing and able to buy?Demand is simply the quantity of a good or service that consumers are willing and able to buy at a given price in a given time period. People demand goods and services in an economy to satisfy their wants, such as food, healthcare, clothing, entertainment, shelter, etc.
What consumers are willing to pay is called?Willingness to pay, sometimes abbreviated as WTP, is the maximum price a customer is willing to pay for a product or service.
What refers to the quantity of goods and services that consumers are willing to buy at a given price?Demand is the amount of a good that consumers are able and willing to buy at alternative prices in a given time period, holding all else constant. It is the relationship between the possible prices of a good and the amount consumers are willing to buy.
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