The Customer: How to Understand Their Needs (BITE SIZE)

Let’s take a look at how you can show your customers they matter to you, by exploring service from their perspective.

Let’s take a look at the relationship between employee and customer satisfaction and how this affects the customer experience.

Let’s take some time to focus on our internal customers. Remember they’re the ones representing us on the outside.

What are our needs as customers? We’ve given you a list that may help you figure out where you can focus.

Let’s consider the work of Dr Rick Nauert, on why employee satisfaction is key for customer satisfaction.

References and Further Reading - Nauert, R (PhD) 2011, ‘Employee Satisfaction for Customer Satisfaction’, psychcentral.com, viewed 12 May 2015 (see external resources)

Let’s take a look at a quote from Mark Cuban.

Our expectations of service grows so quickly! Let’s take a look at how our modern day customers are choosing to connect with us.

Have a look at some ways you can cater to the needs of your customer today.

Let’s take a look at some stats of the Modern Shopper.

So, what do customers want and how do we give it to them? It’s not an easy question to answer. But we can start by understanding that the expectations of our customers are all different.

To explore more, check out the YouTube video under external resources 'Little becky phones up demolition company!'

Take a look at these top 10 reasons why to exceed customer expectations.

What is a personalised customer experience? Let’s take a look.

References and Further Reading - James, G 2013, ‘10 Things Every Customer Wants’ 7 May 2013, inc.com, viewed 13 May 2015 (see external resources)

Let’s take a look at an example of how Rogue Wallet exceeded their customers expectations, before testing your knowledge with the Q&A.

Think about how you personalise for your customers, take a look at these responses on Twitter before taking a look at the Q&A.

In the digital era, ‘shopping’ has changed. Let’s consider the buying habits of contemporary customers, and in particular, Millennials.

Resources - Solomon, M 2014, Your Customer Is The Star: How To Make Millennials, Boomers And Everyone Else Love Your Business, Short Books, London

Let’s take a look at the link between decision-making and emotions.

Resources and Further Reading - Jones, B 2014, ‘Why are Emotional Connections The Key to Exceptional Customer Service?’, 23 September 2014, disneyinstitute.com, viewed 14 May 2014 (see external resources)

Brooks, D 2012, The Social Animal, Short Books, London.

Take a look at the external resources for an example of how a Netflix employee went above and beyond for a customer.

Using the information throughout this course, take a look at these scenarios and think about what you would do in each.

Where to from here?