{"id":9394,"date":"2017-05-30T09:19:57","date_gmt":"2017-05-30T07:19:57","guid":{"rendered":"http:\/\/pat.eu\/?p=9394\/"},"modified":"2017-06-14T09:20:28","modified_gmt":"2017-06-14T07:20:28","slug":"anticipating-the-customers-needs-the-proactiveness-that-improves-the-services","status":"publish","type":"post","link":"https:\/\/pat.eu\/en\/2017\/anticipating-the-customers-needs-the-proactiveness-that-improves-the-services\/","title":{"rendered":"Anticipating the customer\u2019s needs: the proactiveness that improves the services"},"content":{"rendered":"

Anticipating the customer\u2019s needs is a fundamental strategy for the Customer Service\u2019s activities, and a real opportunity for the company to set long-lasting and confident relationships with satisfied customers.<\/p>\n

\u201c81% of the customers expects to receive the same service\u2019s quality when it\u2019s in contact with the company through different channels, from the purchase until the Customer Service<\/em>\u201d, writes Vala Afshar<\/strong> in his research <\/a>\u201cState of the Connected Customer<\/strong><\/em>\u201d.
\nRight now, in this digital background that surrounds us, there\u2019s no time and space for waiting an answer to receive a service, which sometimes needs to be solicited by the customers.<\/p>\n

Also Donald Porter<\/strong>, the British Airways Vice President<\/strong>, underlines that \u201cthe customers don\u2019t expect the perfection. They just want that you solve the problems when occurred<\/em>\u201d.
\nIn this phrase we can notice that the \u201ctime\u201d factor<\/strong> has a fundamental importance and that the solution to the problem reported by the client should be found as soon as possible.<\/p>\n

The relationship with the customer is put to the test everytime he has to hold the line or has to repeat the same information several times, since those factors influence his patience, the satisfaction and expectations.<\/p>\n

How can we change this situation? Through the proactiveness<\/strong>.
\nCustomers expects that the companies operate in a proactive manner to resolve some issues before those become a real problem. For example some communications that anticipate the needs (such as a date\u2019s reminder, a notice for a collection or order, some updates about a purchase or a promotion), are considered by the customers useful and positive<\/strong>.<\/p>\n

Companies, to anticipate the customer\u2019s necessities, have to rely to data<\/strong> that can become the bedrock to build a precious and important experience, obviously only if well analyzed.
\nActing in a proactive manner avoids the unsatisfied customer\u2019s costs, who will raise his voice generating a negative feedback, also in the web platforms<\/strong>. We should remind that \u201c91% of unsatisfied customers decide to change the supplier and won\u2019t come back anymore!\u201d \u2013 1st Financial Training Services<\/a>.<\/p>\n

To anticipate the customer\u2019s needs it\u2019s important to know him, here some tips:<\/p>\n