Factors affecting Customer's Perception












Continuing the earlier discussion over customer perception, today we will discuss more on the topic - “Importance of customer perception”.

The type of experience we provide to customers is all that matters. For a retail business keeping the customers happy is the only mantra to succeed. An exceptional experience will help you to keep you customers engaged with your brand.

The best experience can be anything like replying back the queries of our prospective customers in less than an hour in social media platform or providing immediate support to the existing customers, reaching out to the customer in time with proper product or meeting end customers need.

The hiring policy also contributes to this as the type of sales person, support person, social media handler, product manger, dealers, partners, etc are the person who connects with customers directly.
Excellent Customer perception is necessary for retaining & attracting customers because if the customer does not leave with a positive perception, it is less likely they will come back or refer others to experience it again. But when they feel they truly had a remarkable experience, the positive emotions the retailer tapped into will stay longer with the customer and will lead to customer loyalty. Talking about the market strategy, the image we project will be what the customers will buy.
Taking an example a millenial who purchased a Harley bike to create a bad boy image versus another millenial who bought a TVS Victor for his daily use need. Both need to see different image of the product thus helping them to decide the brand or product.

The more the customer’s expectation is aligned with the brand image, the more special the product becomes for the customer thus increasing the brand’s value. Just like celebrities have a measurement of familiarity & appeal of their brand or TV show as the Q-Rating, every brand, store and even associate receives their own rating by each and every customer they encounter.

Beauty is different in everybody’s eyes. So is the value of your products in customer’s mind. Thus think before you create negative perceptions in your customer’s eyes/mind.

Scripted & Edited by:-
Mamina Panda
Digital Marketing Manager
19-03-2020

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