Consider customer’s feelings

Clemence Mutembo

You see, customer experience is about the customer’s feelings- feelings matter!

It’s important to consider customers’ feelings because they are a key factor in determining whether a business is successful or not.

Customers who feel positive emotions towards a business are more likely to become loyal, repeat customers and to recommend the business to others.

Conversely, customers who have negative feelings about a business are less likely to patronise it and may even speak negatively about it to others.

Understanding customers’ feelings allows businesses to make adjustments to their products, services and marketing strategies to ensure that they are meeting customer needs and expectations.

Ultimately, considering customers’ feelings is crucial for the long-term success of the business.

There are several negative consequences that can result from failing to consider customers’ feelings.

First, there may be a decrease in customer satisfaction and loyalty. If customers don’t feel that their needs and wants are being met, they are likely to take their business elsewhere.

Second, there may be an increase in customer complaints. Customers who feel ignored or frustrated are more likely to voice their concerns.

Third, there may be a decrease in sales and revenue. When customers are unhappy, they are less likely to make purchases or to refer others to the business.

Finally, there may be a loss of reputation and trust. If customers feel that they can’t have positive experiences with a business, they will very likely run away from it.

You see, there are a few common causes of poor marketing in businesses. One is a lack of a clear marketing strategy.

If a business doesn’t have a plan for reaching its target audience and generating sales, its marketing efforts will likely be disorganised and ineffective.

Another cause is a lack of understanding of the target audience. Without knowing who their customers are and what they want, businesses can’t create marketing campaigns that will resonate with them.

Finally, inadequate resources can be a major cause of poor marketing.

Without enough money channelled towards marketing, businesses may not be able to execute their marketing plans effectively.

The effects of poor marketing can be quite serious for businesses.

One of the most significant effects is a decline in sales. If a business is not effectively reaching its target audience or engaging them with its marketing messages, it’s likely to see a drop in sales.

This can lead to financial difficulties and even bankruptcy. Another effect of poor marketing is a damaged reputation.

If customers have a negative experience with a business’ marketing, they may be less likely to recommend it to others or to purchase from it in the future.

Finally, poor marketing can lead to lower employee morale and high employee turnover as employees may become discouraged by the lack of results or growth.

Displaying products in a shop is important part of doing business but it’s not enough. Without customers, a business has no purpose. All the other assets a business has such as inventory, cash or equipment are only valuable because they can be used to serve customers.

Without customers, a business has no income and will eventually fail. Therefore, it is crucial for businesses to focus on attracting and retaining customers.

This can be done through a variety of marketing and customer service strategies. Ultimately, a business is only as successful as the customers it serves.

There are a number of factors that can cause a business to have a small number of customers.One is a lack of awareness or visibility among potential customers. If customers don’t know about a business, they won’t be able to patronise it.

This can be due to a lack of marketing or poor marketing that doesn’t reach the right target audience.

Another factor is a lack of appeal. If a business doesn’t offer products or services that customers want or need, they won’t be interested in buying from it.

A third factor is a lack of differentiation. If a business doesn’t stand out from its competitors, customers may not see reason to patronise it.

All of us experience slow and unresponsive service sometimes. It really frustrates!

You see, being fast when serving customers is important for a number of reasons. First, it shows customers that you value their time and respect their schedule.

Second, it creates a sense of urgency and efficiency which can be appealing to customers who are busy or pressed for time.

Third, it helps to build trust and confidence in your ability to provide quality service. When customers know that you can deliver what they need in a timely manner, they are more likely to rely on you for future needs.

Finally, it can help to differentiate your business from the competition and make you stand out as a reliable and responsive provider.

When a business is slow to serve its customers, it can have a number of negative consequences.

First, it can lead to customer dissatisfaction as customers may become frustrated or angry when they have to wait for service.

Second, it can damage the reputation of the business as customers may share their negative experiences with others and discourage others from doing business with the company.

Third, it can reduce sales and revenue as customers may decide to take their business elsewhere if they feel they are not being served in a timely manner.

Finally, it can lead to lost opportunities as customers may not be willing to give the business another chance after a poor service experience.

If you serve your customers to their satisfaction, they will likely give you more business tomorrow!

You see, customers can come from a variety of different sources. The most common sources of customers are through marketing and advertising then repeat purchases plus referrals.

Regardless of the source, the goal is to attract and retain customers and build a loyal customer base.

I love the fact that customer experience is often a key factor in generating new customers. When a customer has a positive experience with a company, they are more likely to recommend that company to others and return as a repeat customer.

This can be achieved by providing high-quality products or services, offering excellent customer service and making the overall experience as pleasant and convenient as possible.

By improving the customer experience, businesses can increase customer satisfaction and loyalty which can lead to more business and positive word-of-mouth.

I used to work in the Hospitality Industry some years back at a 5 Star Hotel in Victoria Falls.

I used to see some guests fuming and shouting at the hotel staff or management.

You see, If a customer starts shouting in front of you, it’s important to remain calm and professional.

It can be easy to get defensive or upset in these situations but it’s important to remember that the customer is likely just frustrated or stressed and not angry at you personally.

Take a deep breath and try to understand the customer’s perspective. Then politely and respectfully let them know that you’re there to help.

Finally, focus on finding a solution to the problem and try to de-escalate the situation. If all else fails, you may need to involve a manager or supervisor.

If you start shouting in response to a shouting customer, it’s likely to only escalate the situation and make it worse.

A shouting match is not productive or professional and it will only serve to frustrate the customer even more.

Additionally, other customers or employees who are witnessing the interaction may be disturbed or upset by the scene.

It’s important to remember that as a representative of the company, your goal is to help the customer, not to get into an argument with them.

In order to diffuse the situation, it’s best to remain calm, listen to the customer and offer solutions in a respectful and professional manner.

Everything in business ends up in figures!

Before I studied Financial Accounting, I used to think accounting was a very hard subject which you can’t easily understand when I heard people talking of the terms used is the subject.

However, I have since learnt that any subject is possible to be understood if you have the correct learning attitude and work ethic.

Marketing and accounting are two very different functions within a business, but they are also connected in important ways.

Marketing is responsible for such things as promoting the products and services of a business and creating demand for them.

Accounting on the other hand is responsible for tracking, analysing and reporting the financials of a business.

However, marketing and accounting are linked because the success of marketing efforts can have a direct impact on the financial performance of a business.

For example, a successful marketing campaign can lead to increased sales and profits which are then recorded in the financial statements by the accounting department.

So, while marketing and accounting are distinct, they are closely intertwined.

You already know that businesses have different functions like accounting and marketing because they serve different purposes within the organisation.

By having separate functions, businesses can ensure that each area is given the necessary attention and resources to be successful.

Additionally, this allows for specialisation which can lead to more efficient operations and better overall performance.

For example, if the marketing department was also responsible for tracking financial performance, it would likely not be able to do either job as well as a dedicated accounting department.

Clemence Mutembo is a high-impact sales and customers experience trainer who has done over 500 presentations to small, medium and large organisations. He may be reached on 0778994994