What Do Customers Really Want? Survey Reveals the Truth
It's a question we should always ask and yet we often find so difficult to answer.
How an organization handles this question (and the
answers) will determine its ultimate success. Because if you consistently
offer your customers what they want (at a price they feel is fair) you'll
have all the customers you can handle.
Recently, I surveyed about 2,000 people on this topic. They came from all
over the USA (32 states). I asked them all this question:
"When you are a customer, what do you want?"
When they answered, I listened. I kept track of what they said and I
tabulated the results. I removed results that had to do with specific
products or services because I was looking for information that would be
helpful across many industries and organizations.
So, without further ado, here are the results of the Group Customer Service
Survey:
"What Do Customers Really Want?"
1. Listen to me
2. Know more than I do (about your product or service)
3. Be easy to work with
4. Give me what I came for
5. Smile
6. Tell me your name
7. Acknowledge my presence
8. Don't treat me like I'm an interruption
9. Show me you care
10. Don't waste my time
11. Be honest
12. Offer alternatives if you don't have what I want
13. High quality and low prices
14. Don't try to sell me. Just help me
15. Do what you say you're going to do
16. Keep me informed
(The results are in ranked order from most popular response.)
Use this list as you work with your employees. Do you do all of these things
for your customers? If not, why not?
(You better have a good reason.)
The more you give your customers what they want, they more loyal they will
be. This list can help you give your
customer what they want.
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