What customers really want today are memorable experiences. Sure, they want good service, a good product, and a good price. But what creates customer loyalty is the emotional connection created by organizations through the use of personalization, innovation, and positive emotions.
I love interacting with customers every day. I am usually the one taking the initiative to meet and greet but sometimes customers find me in my hotel. This past Sunday, I had one of our guests literally calling my name across our massive lobby, just to say hello and catch up with me. I thought to myself, what a great feeling when a customer is actually “hunting you down” for a quick chat instead of a complaint right?
Robert and I were talking for almost 30 minutes. He recently got promoted to lead more projects in the Richardson area and will literally live in our hotel for the next six months. He loves bringing up examples and stories of customer service because he is always on the road and can’t wait to share the good, bad and ugly with his hotel manager “friend”.
At the end of the conversation, I learned what customers really want. So, I wanted to put together a quick read for you and your team to understand the customer needs and wants. Everyone has a customer, but when you take those moments to really find out how things are from their points of view, it changes the entire picture.
Customers want to feel welcomed when they walk into your establishment. Think of your customer as the most important person in the world. A lot of people say, treat people the way you want to be treated, but you really want to find what makes them feel important.
Maybe they love hearing the sound of their name? Maybe they want someone to find out how their day is going? Maybe they were stuck in traffic and had a stressful day? How would relate to what’s going on in their world?
Customers want a hassle-free and stress-free environment. Customers have their days filled with enough added stress and hassle to deal with. The last thing they want to deal with is a problem or a situation that can really derail their experience with your business.
Customers want to know their problems are solved with care and with a sense of urgency. Problems will arise as sometimes as they do, but how you handle a customer’s problem will set the tone for many things to come. Many business underestimate the power of loyalty. Resolving and owning the guest problems, can set you apart from your competition and win a customer for life.
Customers want to know they are heard and acknowledged. Customer’s feedback is critical to understand what they want. Customers have everything in their disposal to share feedback about their experiences with the rest of the world. This is a great opportunity to develop a conversation and empathize with their experience.
To get a better understanding of what customers want, leaders should seek variety of customer preferences, including customer satisfaction surveys, behavioral data collected through self-service channels, and customer- engagement.