For your products or services to succeed, you must have a sound knowledge of the customers’ behaviour and psychology. Understanding the customers’ behaviour will help you to increase your customer base and customer retention rate and at the same time providing them excellent customer support. We believe that even your most optimistic targets can be achieved if you can influence the psychology of the customers positively and effectively.
Our team with rich corporate experience (of 16+ years) have come up with some important tips to influence the psychology of the customers to achieve the goals of your business.
It all starts with Education
Instead of focussing on the price of your services or products (no matter how attractive they are), focus on educating the customers or prospective customers about the value that your product/services will add in their lives. Moreover, educating them on how to use your product or services is an important aspect of customer support. By educating your customers you will prompt them to engage with your brand which will ultimately result in higher customer acquisition and retention.
Facts tell, Stories Sell
Since childhood, everyone is programmed to develop an affinity towards stories. So, instead of telling about your products or services directly to the customer, try to engage them with your brand story. It would be great if you can make it relatable for your customers or prospective customers. The benefit of telling your brand story is that there will be times when you don’t even have to specifically ask the customers to buy your products or services.
Utilize the virtue of Social Media
In today’s times, there is hardly anyone who doesn’t have a presence on social media. Being active on social media will help your brand engage with the existing and prospective customers on a daily basis. Creating a strong presence on social media will help you to transform your customers into your brand advocates by sharing the experience that they had with your product or service on social media.
Note: Make sure you deliver good services, so customers will share all the positive stuff.
Everything is Personal
Stop treating your customers as a part of a big group. Instead of that, try to give them a personalized experience. Be it on social media or any other platforms, try to personalize your customers’ experience as much as you can. Personalization will help you to have a positive impact on your sales and retention.
Be Specific in your Communication
Nowadays, customers want to know how your product or services will add value very specifically. For E.g. If you are a clothing brand, then instead of conveying to your customers that you are an amazing clothing brand, try to be more specific about it. Try to tell them what type clothings do you offer (ethnic, casuals, etc.). The main aim is to be more specific and not just for your offerings but in your regular communication as well.
For ex: Instead of saying “We need to have a discussion with you”, try to say “We need to have a 5-minute discussion with you”.
Everything is in the Name
It is a proven fact that our name is our favourite word. So, why not use fact to positively influence our customers’ psychology. Customers will love to engage with your brand if you address them by their name. It is a very important aspect of personalizing your services. Using the names of the customers in various means will positively impact their point of view towards your brand.
Creating a sense of urgency can have a positive impact on your sales. However, if the urgency is used in the wrong manner it can backfire on you. It is imperative to note that it’s important to create a sense of urgency but it is equally important to create an organized follow-up plan because the prospective customers will eliminate that sense of urgency if they don’t know what to do next. Moreover, while creating a sense of urgency, instead of focusing on the negative side of not buying your products or services, focus on the positive side of buying your products or services.
It can be concluded that if you can influence the psychology of your customers effectively, you will be able to increase your sales and retention dramatically. KOAK Education provides Customer Success Training to corporates so that they can have a good long-lasting relationship with their customers that will be beneficial to both i.e. the brand and the customers.