Question

Customers have “mental rules” that impact their attitude about a business. What can a company do to help ensure that a customer’s rule is not broken? Give two examples.

Answer 1

The idea of customer expectations isn’t new to customer service training, but the notion of mental rules provides a useful framework for understanding that the word expectations is sometimes not strong enough to represent how customers feel.

Customer behaviour is essential to understanding what your customers want from you and how to best serve them.

If you can understand the emotions and needs of your customers, you are more likely to offer incredible customer experiences.

The company helps to ensure that customers and rules are not broken:

1. Businesses think they can use social media to influence or change the way consumers think. The most difficult lesson for businesses is learning how to use social media channels in the way consumers want to use them, not how the business wants to use them.

2. Social media marketing is about emotional connection through positive customer experiences, exceptional service and engaging conversations.

3. Social media is very personal to consumers - they want to interact with other people, not brands. Consumers are more likely to respond to businesses that are personal and honest.

4. Help your customers buy a product like online shopping.

5. The longer you involve those customers, the more likely they are to buy from you. Building a relationship with your customers takes time. You have to prove that you have a lot to offer before you can, so to speak, put a ring on it.

For example: -

1. we can decide those clothes after dry cleaners help to last longer. It may be a better choice to buy iron if we want to save money in the long run. So they choose the alternative.

2. When people buy TVs, they spend a lot of time in different stores and compare products. So this shows that the customer's rule is not broken.