The competition in the tech industry is fierce, and with so many companies offering the same products, standing out sometimes becomes a big challenge. Rather than transforming your company into another that tries to compete with prices, it's time to stand out in order to add value to your customers. Turn the customer experience into your differentiator. And how can you improve your customers' experience? Optimizing the products you offer.
Customer experience goes beyond selling
Entrepreneurs very often show heightened concerns about the
sales of their business. For years, sales have meant not only product success,
but customer satisfaction as well. Of course, many believed that if a customer
returns to the company to make new purchases, they realize that the customer is
very happy, and therefore their brand loyalty.
However, you must have already noticed that the market
doesn't work that way anymore. Yes, it is true that there are customers who
trust your brand and continue to buy from you. But you already know that the competition
is so high that at any time your customers can safely decide to change their
provider. And no, this is not only due to the prices of your products but also
due to many factors, such as their experience with the product during and after
the selling process.
Today the consumer has a wide range of solutions to their
problems, so it will take much longer to make a final decision. Because they
want this solution to fully meet their needs. And not in order to feel
satisfaction immediately after the purchase, but in order to make sure that the
purchase will be worthwhile during its application.
In other words, the customer experience goes beyond the
point of sale; This continues to the point where they start using the product
and it starts producing results. The interest of many entrepreneurs to close
sales immediately is limited by this new reality. There are companies that
neglect this second step because, after the sale is complete, they believe
their role as suppliers is over.
Given the competitiveness of the market, this assumption can
do some damage to your company's image. Because a good attitude towards
customers only at the stage of sales can convey to your audience that you are
only interested in selling and that you are not interested in the progress of
their purchase. Aren't you preparing your products to make life easier for your
customers?
Then you will understand how important it is to remember
that customer experience goes beyond selling. Knowing that your products work
for them, knowing that you are helping them solve their problems or achieve
their goals, is an important part of the customer experience.
Customer Experience in the Technology Sector
And in a sector like technology, consumer experience is of
great importance. Especially for companies that use their products for other
companies. It is very common for tech concerns to contact customers after a
purchase is closed because they usually contact again to resolve doubts about a
product's performance, or because they need help solving an unexpected problem.
It is very important to provide assistance to the client in
any situation, and technology companies are well aware of this. This is why
awareness of customer service is growing.
For example, the technology company Rackspace has a strong
focus on customer service, meeting with them as needed. And it was at one of
the telephone meetings to solve technical problems that the on-call employee
heard the voice of the employee who said he was hungry. What did the employee
do? He ordered pizza for employees on the other end of the phone line. This was
an important gesture of goodwill on the part of the employee, demonstrating the
company's strong commitment to fully meeting customer needs.
Of course, you don't have to start buying pizza for all of
your customers. But it's a boundless illustration of how the smallest details
for enhancing your customers' experience can make a difference and guide your
customers.
While maintaining a positive customer experience requires
paying close attention to your customers, perhaps thinking about the time you
spend helping them after purchasing them can tell you a lot about the
effectiveness of your products. Do they usually contact you to answer
unexpected questions? Or do they come to you because your products have too
many problems?
Any product has unforeseen problems because nothing is
perfect in it. However, do you think that improving your product design and
quality will improve the customer experience? Aside from providing
post-purchase technical support, taking the time to optimize your products can
certainly increase your customer satisfaction even more.
Two roles in product development.
You have already worked a lot on developing your technical
products and you may be thinking about creating a new one right now. If the
creation of your products has gone through a long process of researching the
needs of your potential customers and was developed by technology experts; he
has done a very good job so far.
But you might be wondering how you can improve the customer
experience with your products. This does not mean that your previous products
are invalid. On the contrary, expanding the development phase of your products,
including new features, is something that can help both your current products
and those that you want to create in the future. In both cases, the goal is to
improve product performance for better customer service.
Hila Koo, vice president of development at Acorns, has
developed a very interesting theory of product creation. According to Hila Ku,
there are two types of product managers: those who create (or create) a
product, and those who maximize it.