Customer perception can make or break your business. For some organizations, positive perception has caused great success, while negative perception has led to catastrophe. The problem with perception is that it may not be based on reality. It could be one customer’s experience that gets spread like wildfire, and suddenly your sales skyrocket. In this blog, we’ll break down how to ensure your business’s overall customer perception is positive and how to use metrics to create KPIs.
What Impacts Customer Perception
The following sources can affect customer’s opinion of your business:
- Marketing Strategies – This includes not only what your business says but also how they say it via social media or billboards.
- Mission Statement – Customers will either align with the values you express in your brand’s mission statement or corporate responsibility efforts or disapprove. Regardless of your brand’s mission, ensure you follow through on your promises.
- Customer Service – It should be no surprise that your customer service’s quality impacts the customer’s perception of your brand. Ensure you’re delivering the best possible service on all of your contact channels, whether it’s in person or with a chatbot.
- Testimonials – From social media to Google reviews, firsthand accounts of people who have tried your goods and services will impact your business. However, a bad review doesn’t have to be a death sentence for your business. Instead, if you respond well, it can improve your customer perception.
Best Metrics for Customer Perception
The following metrics are the best way to measure customer perception so you can see what your business is doing well and where there is room to improve:
Net Promoter Score
Social media analytics
Customer service reports and surveys
How to Build Long Term Positive Customer Perception
Once you’ve utilized the metrics mentioned above to get a feel for your current customer perception, use the following factors to improve it:
Customer perception goes hand in hand with actively paying attention to their wants and needs. Read through reviews and social media comments to learn more about your customers’ wants and needs and discover where you should be focussing your efforts.
To improve customer perception, you need to form relationships with your customers by building trust. Offering exclusive offers and deals to customers is one such way you can be a customer-centric business.
Questions and concerns don’t just come up from 9 to 5. Your customers should have access to easy-to-navigate 24/7 customer service channels like chatbots or AI-generated SMS messaging. Communicating with your business should be easy and on your customers’ terms.
Customer perception is an underrated asset for a business. It’s often overlooked, but it’s extremely valuable to improve customer retention and boost sales. Unfortunately, it can be challenging to sway customers’ opinions, but it’s not impossible with the right tricks and tips.
At Innovative Vision, we are passionate about the world of Customer Experience. Founded in 2002, we are a marketing technology firm specializing in Contact Centre BPO. Through the power of omnichannel support and hybrid live agent/AI models, we ensure that every interaction that a customer has with your business is positive and meaningful.
Allow us to inspire your company to grow through our enhanced approach to guiding the customer journey. To learn more about our advanced and specialized services, contact us today!