FROM THE CEO
In today’s marketing world, customers are no longer settling for a ‘‘one-size-fits-all’’ service experience. A shrinking economy, improved technology, and increase in competition have given customers the power to expect more from their service providers. As such, the simple availability of products and services is no longer sufficient and customer expectations have shifted to the desire for individualized customization.
It is now widely acknowledged that companies that prioritize the experience for their customers, can deliver better benefits for everyone. So why isn’t every company hyper-focused on delivering great customer experience? And if businesses have a dedicated program in place, how can they ensure it’s having the right impact?
Businesses today put a significant amount of effort into planning their ventures such as writing business plans that include detailed descriptions of the company’s mission, the products and services it plans to offer, and how it plans to achieve profitability. They sometimes become too focused on their own inner workings and ignore the wants and needs of customers.
There is an increasing need for business leaders to champion engagement at the top, and develop a people-centric culture throughout the organization. Customer centricity and the approach that drives it is not accomplished with a catchy slogan or tagline. The purpose of customer-centricity is to anticipate the needs of customers, and to tailor products and services to better fulfill those needs and eliminate sources of dissatisfaction – ensuring that the customer remains king.
There is no known business that can thrive without customers. Any activity in an organization is done with an aim of impressing the customers. Paying attention to what customers have to say is very important as they have new information that will lead to a positive impact on any business.
Gone are the days when auto-companies sold cars in black color with the tagline “any color so long as it is black”. Today, the whole idea of selling a car in one color seems absurd. There are different types of cars available in many different colors and still customers’ needs are ever increasing. What has changed is the fact that today the situation is reversed –– customers are now in the driver’s seat and are able to say what they like or dislike about a product, marketing system, business and brand.
In the property sector, prioritizing the customer experience is a key differentiator to success. Buying, selling or even renting a house can be a stressful time, and customers will have questions, concerns, suggestions and requests for updates that they want answers to immediately. A day’s delay in getting back to a client may not have been an issue a few years ago, but in a tough market like real estate, a seamless customer experience and ease of engagement with an estate agent is critical.
We have put together a few pointers that other businesses can inculcate in order to ensure customer satisfaction in today’s consumer-centric landscape.
- KEEPING PRODUCTS RELEVANT
Every customer wants the same thing—the best value for their money. Having an appetency for innovative solutions will help redefine functionality and expertise in providing clients with top notch products and services. By anticipating the needs of customers and tailoring your products to better fulfill those needs, customers will be assured of getting the best services available with guaranteed satisfaction.
- BUILDING TRUE PARTNERSHIP
For all businesses, the relationship with the buyer does not end after sales but begins the very moment the client makes the purchase and thus becomes part of its growing family. It takes a dedicated amount of time and energy to build good, strong, lasting business relationships today, which is why companies must continuously work to build customer trust through genuine communication.
- MEETING AND EXCEEDING EXPECTATION
By building a trusted relationship with clients, you get to understand them, are able to place yourself in their shoes and work towards meeting their needs well before they realize it themselves. Constantly working towards exceeding customer expectations and adopting customer-first organizational values not only builds customer loyalty, but provides complete customer satisfaction.
- CUSTOMER FEEDBACK
In a world that is heavily dependent on the internet, consumers are quick to hop online and share how they feel about a product or service. There are always more customers who have valuable insights waiting to be shared, so it is important to go fishing, not for compliments, but for criticisms. Insights from the perspective of customers help every business tailor their products to fit consumer needs.
At Bilaad Realty, our customers are at the core of everything we do. We listen first, keep our products relevant, build true partnership and place customers at the top of our priority list. With us, the customer is always king.