How is it that some companies can make their customers fall in love with their products while others can’t? It’s a tricky question, but many experts believe that it all comes down to the customer experience. It’s how a customer feels when they use your product, rather than anything else, that makes the difference.
You can see the power of emotive connection in the fashion industry. Here, people are willing to pay over the odds for clothing from their favorite designer, eschewing perfectly reasonable substitute products at half the price. Sure, they could have got something similar for a lower price, but wearing a dress from a budget retailer wouldn’t feel the same as going out in a Louis Vuitton.
So how do companies get their customers to fall in love with their products? And can you emulate them?
Get Customers To Upvote Features They Want
Most small businesses cater to a select group of customers who depend on their products to make life a little easier. As such, they’re often in an excellent position to provide feedback. Often the features customers want a product to have differ from those you think it should have, leading you to waste time and resources on things that have no value.
Work With A Partner
Your small businesses might have a lot of design expertise, but it’s unlikely – unless you have been around for a very long time – that you’ll also have experience in manufacturing. According to Agentdraw, it’s wise for companies to work with a partner who can help guide them through the process, from initial design to final output. Having a partner can help you identify any potential bottlenecks or design elements that are not compatible with cost-effective manufacturing methods. Aligning your design process with the needs of an experienced manufacturer, helps you to deliver products on time and avoid the dreaded customer disappointment.
Keep Track Of Customer Stories
At root, people are storytellers, and the most successful companies recognize this. It’s often not the product features that have an emotive impact on customers, but the results they achieved with them. Record their stories and then use these as marketing materials for your next wave of customers.
Hone Your “Best Practices”
The people in your organization play a significant role in helping your customers fall in love with your products. Customer-facing employees are, therefore, the lynchpin to the entire process.
Get employees to provide feedback for best practices: things that they have done to troubleshoot product problems, anticipate issues and guide customers. You can then put these best-practices into a manual (borne of experience) to train new employees on how to support customers as they use your products. Being able to anticipate customer needs can help to make your product experience more robust, resolving issues before they result in negative reviews and angry feedback.