How to react when your customers perception changes

[Axis]

Customer preference and perception is basically an important factor that helps business owners and business managers establish good and repeatable business that can be noticed by potential customers and targeted audience. As business owners and managers it is expected for us to understand that customers preference and perception may not always remain the same forever and from time to time there will always change due to the insertable nature of human needs and wants. Another possible reason for occasional change of customer preference and perception is because of the fact that customers and clients behave based on trends.

As a business owner it is expected that you do not show a negative behavior when your customers preference and perception change but make sure to change as long as they also change in order to make sure that you keep making profit.

 

[Phantasm]

When a customer’s perspective of your product or service changes, it is very important to promptly and efficiently deal with it. Here is what I think you can do:

1. Listen and Understand: First and foremost, try to listen to the feedback of a client with open ears. Endeavouring to comprehend why their perception has altered whether it be negative feedback in one way or the other, complaints or mere alterations in their needs and preferences is crucial for any problem solving.

2. Acknowledge and Empathize: Acknowledge how the customer feels about your product, processes or services; sympathize with them through experiencing the same situation together with them and then assure them that they have done right giving you their feedback because you will make necessary amendments.

3. Communicate Transparently: The change in perception may be due to an alteration in your offerings, price revision, policy adjustments among others; henceforth honesty along with openness helps rebuild confidence as well as credibility within customers.

4. Take Action: After identifying the root cause of such change in understanding take proactive steps towards addressing it from improving product quality and enhancing customer service delivery to revisiting marketing messaging so as to set things right and meet customer expectation.