10 Things Your Customers Wish You Knew About Them

HOW WELL DO YOU KNOW YOUR CUSTOMERS?It’s a tough question. One way your business can findanswers is to examine research in social psychology. Here are 10 such studies that reveal things your customers WISH you knew about them.

1 CUSTOMERS VALUE “GOOD” SERVICE MORE THAN “FAST” SERVICE Recent studies show that customers who receive competent, knowledgable, and all encompassing 15 minutes in services are more likely to remember their paradise is experience and tell their friends. better than 5 Additionally, customers cited “rude, incompetent and rushed” service as their #1 reason to abandon minutes in hell a brand, 18% more often than “slow” service. http://businessjournal.gallup.com/content/727/when-speed-kills.aspx#1 http://www.rightnow.com/ﬁles/analyst-reports/RightNow-Customer-Experience-Impact-Report-2011.pdf

2 CUSTOMERS LOVE PERSONALIZATION, THEY WILL GLADLY PAY FOR IT In a study from the Journal of Applied Social Psychology, researchers were able to increase the average tips that waiters received by over 23% (without changing service quality). They accomplished this by having waiters follow up with a second set of mints after they brought customers their check (waiters that brought mints but didnt follow up received an average of 7% less for their tips). http://businessjournal.gallup.com/content/727/when-speed-kills.aspx#1 http://www.rightnow.com/ﬁles/analyst-reports/RightNow-Customer-Experience-Impact-Report-2011.pdf

3 CUSTOMERS WILL REMEMBER YOU IF YOU CAN REMEMBER THEIR NAME Speaking of personalization, according to recent research examining brain activation, Nothing makes few sounds are as pleasant as hearing our own names. me feel loved quite like a Fact is, people are more attentive (and interested) when they hear their names; be post-purchase sure your small business takes advantage of email from getting to know your customers by using their names when appropriate. “DO-NOT-REPLY” http://www.ncbi.nlm.nih.gov/pmc/articles/PMC1647299/

4 THERE ARE FEW THINGS CUSTOMERS TALK ABOUT MORE THAN A PLEASANT SURPRISE One of the most lasting (and talked about) customer experiences is a pleasant surprise: reciprocity (especially when its unexpected) is a very powerful force. Zappos recognizes this: without so much as a single mention on their sales page, Zappos regularly upgrades customers to overnight shipping free of charge, just to brighten their day. http://econweb.umd.edu/~ozbay/reciprocity.pdf http://hbr.org/2010/07/how-i-did-it-zapposs-ceo-on-going-to-extremes-for-customers/ar/1

5 CREATING GOODWILL WITH CUSTOMERS DOESN’T NEED TO BE EXPENSIVE The concept of “Frugal WOWs” is important to small businesses: creating Business has grown goodwill with customers has proven to be 300% year-over-year more about the act, rather than the cost. since the inception of Nate Ru, founder of Sweetgreen Sweetgreen’s “Random restaurants, regularly has his employees Acts of Sweetness leave small gift cards next to cars with parking tickets to create a memorable brand based on random acts of kindness. http://www.ana-valenzuela.com/wp-content/uploads/2010/02/paper-1.pdf http://boss.blogs.nytimes.com/2010/10/06/getting-people-to-care-about-your-business/

6 CUSTOMERS WILL STICK WITH YOUR LOYALTY PROGRAMS IF YOU GET THEM STARTED Consumer psychologists Dreze & Nunes were able to reveal just what makes a loyalty program “stick” across all industries in their now infamous car-wash study. The researchers were able to show that customers are TWICE as likely to stay with loyalty programs if the programs appear to already be started; tasks that seem to be under way are much more likely to be completed. https://msbﬁle03.usc.edu/digitalmeasures/jnunes/intellcont/Endowed%20Progress%20Eﬀect-1.pdf

7 CUSTOMERS LOVE BRAND STORIES AND SELLING THROUGH STORIES IS EFFECTIVE Research lead by Melanie Green & Timothy Brock reveals that a well told story is one of When it comes the most persuasive forms of writing (or speaking) available. to storytelling, transportation leads They concluded that this was because stories have the the ability to “transport” us to another to persuasion place, allowing brands to leave powerful (and lasting) messages to customers. http://www.ana-valenzuela.com/wp-content/uploads/2010/02/paper-1.pdf http://boss.blogs.nytimes.com/2010/10/06/getting-people-to-care-about-your-business/

8 IF YOU’RE STRUGGLING TO INNOVATE, YOUR CUSTOMERS ARE A GREAT RESOURCE MITs Eric von Hippel conducted a study with the Institute of Management Sciences on the relationship of “lead users” (superstar customers) and company innovation. Through a study of 1,193 commercially successful innovations across 9 industries, Hippel discovered that 60% came from customers. http://www2.sa.unibo.it/summer/testi/15_muﬀatto/von-Hippel-Lead-users.pdf http://web.mit.edu/evhippel/www/papers/HBR%2099%20LU%20pub%20version%203M.pdf

9 SELLING “TIME” OVER MONEY HELPS CUSTOMERS SEE THE VALUE OF YOUR BRAND There’s a reason that inexpensive beer companies promote having a good time (ie, Most people see “It’s Miller Time!”) rather than their low prices. time spent as a New research from Stanford reveals that better indicator of customers have more favorable feelings who they are vs. towards brands they associate ”time well spent” with; memories of good times were money spent on more powerful than memories of great savings. what they own http://www.gsb.stanford.edu/news/research/aaker_time.html

10 IF YOU BRING UP MONEY, IT MAKES CUSTOMERS MORE SELF-CENTERED Research by psychologist Kathleen Vohs has shown that when people are “primed” with images of money, they become more self-interested and less willing to help others. This reaction can be used by businesses that sell luxury items, but could backﬁre with promotions that are associated with doing things for others (ex: Mother’s Day Gifts) http://www.carlsonschool.umn.edu/assets/101518.pdf

EMAIL SUPPORTSHOULD BE A PLEASURE, NOT A HEADACHE. If you love customers then you’ll love Help Scout. Start your free 15-day trial at www.helpscout.net Infographic by @HelpScout

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10 Things Your Customers Wish You Knew About Them

by Help Scout on Sep 19, 2012

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