In today’s marketplace, customers have more options than ever before. Whether it’s choosing food at a restaurant, shopping for clothes, or even buying a house, customers are overwhelmed with options — and they want more control. When customers feel in control, they also make better purchases and feel more satisfied. But what exactly is customer control and why is it important for your business to have it?
Read on to learn about the importance of customer control and how you can adapt your business to meet customers’ needs.
Now more than ever, customers want control over their buying process. They want to do their own research, weigh their options, and make a more informed purchase. While there is no consensus why customer control is on the rise, a few factors are probably at play:
Access to information: E-Commerce has made it easier for customers to research products and compare reviews, leading to increased expectations and demands.
Increased competition: The growing number of products on the market has made customers think critically about their options.
Customizable products: As more brands offer customizable products and services, customers want products and services tailored to their specific needs.
New shopping norms: The pandemic gave customers more control over when, where, and how they purchased products and services. These new norms changed expectations permanently.
If you want to improve your customer experience and see a better return on investment, you should give customers more control. Here are a few ways you can do it:
Offer flexible payment options: If your business model supports it, consider offering flexible payment options. Many customers prefer installment plants, subscriptions, or pay-over-time plans over one-time payments.
Expand shopping options: Instead of only offering in-store-only items, consider offering online ordering, delivery services, or curbside pickup options.
Increase accessibility: If you have a brick-and-mortar store, ensure accessibility with wheelchair ramps and braille signage. If you have an online shop, use accessible design practices like alt-text for images, video captioning, as well as keyboard navigation.
Personalize the shopping experience: Make the shopping experience unique to each of your customers. Offer personalized recommendations based on purchase history and exclusive promotions to loyal customers.
Streamline the checkout process: If you offer online ordering, try options like one-click checkout, guest checkout, or saved payment information to make the process easier and more convenient.
Respond to customer feedback: Perhaps most importantly, ask for feedback and respond to it. Make polls, send surveys, as well as implement changes based on customer suggestions.
In today’s market, customer demands are constantly changing. With more products, better access to information, and new buying norms, customers want control. Give them what they want by keeping your business practices up-to-date and ensuring a positive customer experience. Trust us: it pays off.
For more actionable tips and tricks like these, visit our blog — and learn how Foster Financial CPA can transform your small business.
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