Let’s face it – we live in a ‘want it now and don’t want to wait’ kind of world. Look around you the next time you’re out or while you’re holiday shopping. Black Friday sales started at eight and ten PM Thanksgiving night and one of the biggest reasons for this is that people didn’t want to wait for the sales to start in the early morning hours. Look around at any store and you’ll see the development of the ideas of meeting customer’s on-demand expectations. From self-check isles to overnight shipping, you can see that the world feeds our need to have things right away.
Take a look to evaluate how you’re operating things at your company and see if you’re meeting the right here, right now expectations of your customers.
- Take a look at your customer service. While not everyone can eliminate phone trees and hold times, there are ways to make things easier for customers. It could be that you hire more people when your call volume is highest or train existing employees to handle accounting or minor technical calls.
- Evaluate the products that you offer and see if there are any new offerings you can make that customers might expect you to have. For example, if your company sells roofing shingles, you should consider selling roofing nails on your website. Customers to come to your website will consider the convenience of having the ability to buy all of the supplies they need a bonus.
- How long does it take a customer to find things on your site? Do they have to make a million clicks to get to the contact information or your pricing? If a potential client has to spend too long on your website to find the information they are looking for, you’ll find yourself with a lot of missed opportunities.
When it comes to giving a customer what they need, it goes beyond simply creating and selling and product. You have to provide those services in a way that is both informative and an efficient use of their time.
How do you make sure that you’re meeting the on-demand desires with potential customers?