Know your customers’ needs.

Know this. No matter how good your product or service is, the simple truth is that no-one will buy it if they don’t want it or believe they don’t need it.

And you won’t persuade anyone that they want or need to buy what you’re offering unless you clearly understand what it is your customers really want. 
Knowing and understanding customer needs is at the centre of every successful business, whether it sells directly to individuals or other businesses.

Once you have this knowledge, you can use it to persuade potential and existing customers that buying from you is in their best interests.
We are here to tell you what you need to know about your customers, how to use this information to sell to them more effectively, and how to win business from your competitors.
The things you need to know about your customers:
Why do your customers need you?
Every business needs a reason for their customers to buy from them and not their competitors. This is called a Unique Sales Proposition (USP). Your USP can be identified by completing the phrase “Customers will buy from me because my business is the only…”


Your USP can change as your business or your market changes, and you can have different USPs for different types of customer.
For example: A jewelry store could offer a free same-day delivery service for its business customers within a local area – an effective USP for businesses that need fast delivery the same jewelry store could offer a 5 per cent discount to businesses that spend more than ₦10,000 a month – this would be a USP for cost-conscious customers the jewelry store could also make sure it offers the most comprehensive stock of designs in the area. All of these USPs can be effective because they are driven by what the customer looks for when making a buying decision.
It’s a good idea to review your USPs regularly. 

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What Is a Customer Service Mindset?

Ways to Adopt It the customer service mindset!

The customer service mindset isn’t just solving problems for customers. It’s about creating a delightful experience that develops long-term rapport and loyalty. Doing so fosters customer success as well as high retention rates.

Reps who possess a customer service mindset are focused on creating added value for customers. Agents are invested in the customer’s goals and are committed to helping them achieve them.

Whether it’s finding a unique solution to a complex problem, supplying a discount to diffuse tension, or simply providing friendly and helpful service, this approach is centered around short- and long-term customer success.


As you can guess, there are plenty of benefits that your business can gain from this. First, customers will be happy with their service experience leading to increases in customer satisfaction and positive online reviews. Your business can leverage these stories by creating customer testimonials and sharing them on social media channels.

Not only does this build a positive reputation for your brand, but it’s also an effective marketing tool for acquiring new leads.


How to Adopt a Customer Service Mindset1. Lead by example.If you want to adopt a customer service mindset, it needs to be a part of your team’s culture. To do that, management has to set an example by leading the way for the rest of the team.

This means capitalizing on opportunities to provide outsized value to both customers and service reps. If reps see that management has their customer base as well as their own interests at heart, they’ll feel encouraged to take the same approach.


2. Adopt a team motto. A team motto can act as a mission statement for your customer service team. When picking your team’s motto, keep it simple and to the point. It should be focused on the customer and encourage reps to provide consistent, excellent service.

That way, your reps will understand the standard of service that you and your customers are expecting.

3. Incorporate customer service training.You can adjust your customer service training programs to include exercises that educate reps about your customer personas. You can contact us for the training. 


This will get them familiar with the people they’re interacting with and have a better understanding of their needs and goals. As a result, your team will know how to approach interactions in ways that yield a positive outcome.


4. Host weekly, monthly, or quarterly contests.One way to keep service employees engaged is with weekly or monthly contests. These can be centered around reps who take the most cases or have the highest customer satisfaction scores.

Or, you can host team contests to promote collaboration across your entire department. Whichever route you choose, pick an incentive to motivate your reps and create a competition that drives excellent service and productivity.


5. Collect and review customer feedback.When you’re a customer service rep, customer feedback is both a reward and a reminder. While it feels great when you receive positive feedback, you’re reminded about consistency whenever you get a negative review.


This is why it’s important to collect feedback and review it with your reps. They should have access to what customers are saying about them and you should talk about interactions where customer satisfaction fell short.

This help reduce burnout for experienced reps by giving them more skills to master during their day-to-day workflow.

Good customer service empowers employees

A happy customer experience relies on a happy customer team. And a key factor in this is empowerment.

Once you decide to prioritize customer experience, it can be tempting to keep a hawks’ eye on people, or push a call script down their throats. That’s a fast route to an unhappy team.

Customer support agents are in their jobs for a reason. They enjoy figuring out solutions to problems. It’s what they’re passionate about. It’s why we hired them.

If you want your customer service team to thrive, let them get on with their job. Trust them to do it well. Give them the autonomy to work independently, think creatively, and problem-solve without someone breathing down their neck.

When someone brings the brand’s customer mission to life, celebrate it. Share positive feedback. Consult staff on their views, and give them the freedom to spearhead change by letting them conduct research, analyze data and suggest new methods. When staff feel empowered, they will rise to the occasion.

However, technology can also help support customer support.

Automation is useful when it helps free up resources to let reps focus on what they do best.

A chatbot can’t match a human being, but it’s better than no response or long wait times — especially considering 75% of online customers expect a response within five minutes or less.

Implementing a bot can reduce friction by answering commonly-asked questions and, when necessary, re-routing requests to a rep.

Other technology that supports includes a well-stocked knowledge base that helps customers find answers quickly.

Videos, how-tos, and blog posts can be the most effective way of explaining something (e.g. how to use a tool), with a significant return on time invested.Brilliant customer service relies on empathy, intuition, and the right words uttered at the right second.

There’s no playbook for that. Problems are part of life, and the products we provide. We can’t avoid them. But it’s how we address them that will distinguish us.

And that’s where human input remains unbeatable: It’s what will make customers hang in, work through an issue with us, and return — even if it’s just for a bowl of pasta.


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Customer satisfaction is worthless. Customer loyalty is priceless

Proving that loyal customers are better than satisfied ones, we will be showing you how to get customer loyalty through a fresh approach to customer service and how to turn customers into salespeople.

No matter the size of the business, customer loyalty is incredibly important. Repeat customers spend up to 67 percent more than new customers.

Plus, it’s up to ten times more expensive to try to attract new customers than it is to keep the ones already doing business with you.

If you’re looking for real ways to create and keep up customer loyalty, consider implementing a few of these strategies.

1. Set up ways to communicate with your customers

Frequent communication with your customers keeps you fresh in their minds and lets you pass along important information. Take the time to set up a database with contact information such as email addresses, mailing addresses, or phone numbers.

Then you can send friendly reminders, birthday greetings, or a monthly newsletter. Social media is another great way to communicate with your customers on an almost daily basis.

Keep in mind that this works better if you limit how many of your communications are actually advertisements. Don’t forget to throw in messages that are either fun reminders or useful information.

2. Provide extra perks for your most loyal customers

One of the best—and perhaps one of the cheapest—ways to reward customer loyalty is to give extra perks to your most dependable customers.

Whether it’s the ability to skip the line, special meet-and-greets, or immediate seating, customers love getting a little something extra.

By setting up a reward system for the most loyal, you not only encourage them to stick around, you also give an incentive for other customers to strive to reach that status.

3. Consider different payment plans

There are some businesses out there that are very seasonal and run into cash flow issues during certain times of the year.

For instance, a wedding shop usually receives most of their sales during the summer months when weddings are in full swing, but during the winter they struggle.

One shop decided to offer a payment plan through which customers could start shopping in the winter, and pay a little throughout the months leading up to the wedding, rather than paying all at once.

This plan worked because it helped customers by giving them manageable monthly payments, and it helped the company by bringing in cash during an otherwise slow time of year. In fact, customers were so happy that they often referred the shop to others, and the business saw a nearly 400 percent increase in total sales.

4. Provide great customer service

While this seems like a given, it’s one tip that bears repeating because it’s so important. Customers remember when they’re treated well, and they remember when they’re treated poorly. In either case, they usually tell their friends and family, and that can either mean more business for you or lost business opportunities.

5. Don’t rely too much on technology

Even in our technologically advanced society filled with text messages and emails, we still want the ability to interact with other human beings.

Everyone can relate to the frustration of feeling stuck in an endless loop of automated prompts until we bang on the phone keys in hopes of reaching a real human.

This is why it’s important to keep in mind that while automated phone systems may save money, highly trained customer service representatives build loyalty.

6. Don’t forget to smile

This is another item that seems obvious, but it’s important enough to keep being reminded of. While it seems like a small detail, a friendly greeting obviously has important consequences.If this piece was helpful please share. 

Good customer service turns customers into fans

Marketing opportunities: Heartfelt customer service is your marketing trump card. No matter how many times you espouse the benefits of your product or service is, nothing compared to the first-hand experience of a real person talking about it in their own words. It’s authentic, and authenticity sells.


 It’s true not all online reviews are real, and negative reviews can be damaging. But when a customer has had a truly amazing experience and subsequently reviewed it, you will get more business and your revenues increase by as much as 5 to 9 percent. 


Do you also know that technology has created marketing opportunities for customer service teams?

 In the past, customer service meant picking up the phone to hear from your customers or serving them in person. Nowadays though, customer service happens both offline and online. Technological advancements, along with internet connectivity, have created an always-on customer service culture, increasing the number of interactions between customers and companies. Each and every one of these interactions represents a marketing opportunity. 


However, when a customer reaches out on social media regarding your business or service, that’s an opportunity. Go beyond simply providing an answer to their question and display your brand, personality, or ethics as a business.

Similarly, when you create a chat-bot greeting for your website or social channels, that’s an opportunity to convert visitors into leads.
Customer reviews are a more powerful form of marketing than self-promotion.

When it comes to buying decisions, your reputation matters. Customer reviews are key in establishing your reputation as a business. By focusing on creating a great customer experience, you improve your chances of generating positive customer reviews – whether that’s online or through word-of-mouth.

This form of marketing is controlled by your  customer service team and represents a much more trustworthy source to a prospect than what your company says about its own products and services.

Tip: Focus on creating customer-centric company culture that prioritizes the customer experience. One way of doing this is to involve your customers in your product road-map. You can let your customers vote and choose flavors you use in the case of snack production.  This simply means, putting customers at the center of an important business decision.