When it comes to differentiating your company in any highly competitive field, perception is everything. As a result, how do you want your business, product, or service to be perceived? This simple, insightful question aids in the development of a strategic branding plan. Although it is a question to consider as a business owner, as an employee or entrepreneur, it provides insight into developing your brand.
So, let's talk about customer service perception. How do you ensure that your company is sending the right messages to its clients and customers and projecting the image that today's consumers desire?
We are all aware that perception is critical to a company's ability to attract and retain new customers. What your customers and potential customers think of your company is known as customer perception. This perception has a direct impact on the ability to attract new customers and maintain good relationships with current customers.
Customers want quality, but they also want to know they're getting a good deal.
That value is determined not only by the product or service they are purchasing, but also by the availability and usability of the customer service that backs it up.
Brand recognition is no longer sufficient. Customers want to feel good about the brands and businesses they support. They want to do business with civic-minded companies that have a positive worldview. Knowing what influences customer perception first allows you to protect your company's perceived identity.
From a social media standpoint, social media platforms present unique communication opportunities and challenges. Many social media platforms track and rate a company's responsiveness to customers. Furthermore, social media provides an open forum for customer complaints. The vocal minority can appear to steal your good name, but they can also turn negative comments into positive outcomes. Responding quickly, with knowledge and compassion, can lead to a positive outcome in the situation at hand and increase positive feelings about your company. When dealing with negative review posts, be proactive and work to resolve the issue openly whenever possible.
"Customer perception is a combination of emotion and fact. From the first point of contact to the last, the entire company is involved in this perception and can positively contribute to it." Jocelyn Loza stated
Customers must have a positive impression of your company and its services, as well as be well-treated, and the products and services must perform as advertised. When problems arise, manage expectations, communicate clearly, and work to resolve the problem while making the customer feel valued and respected. It is always easier and less expensive to create an environment for positive customer perception from the start of the customer journey than it is to correct a negative perception.
Contact me to find out how I can help you translate your brand for your target audience.