Customer Discovery

Customer Needs Discovery

You know what your customers want, but do you know what they need? You need to provide high-quality services that your customers need in order to grab their attention. If you aren’t creating a process to meet every customer’s requirements, your competitors will.

customer needs

What Are the Four Main Customer Needs?

You can provide so much more to your customers than a product or service. What can you provide to your customers that goes beyond the traditional range of products and services? An excellent starting point for the discovery process recognizes four common customer priorities: a fair price, a strong product, an excellent customer service experience, and a feeling of being respected.

A Fair Price

A fair price isn’t necessarily the lowest sales price. While you may consider a low price to be better than a higher cost, there are more important factors that determine the “fairness” of a quote. Consumers recognize that better quality costs more; are you able to prove that your product or service is better than your competitors’? You can achieve competitive pricing by comparing your offering to others on the market and identifying key differentiators that make your product superior and align with what customers need and want from the product (the solution). Once you’ve identified one or more unique selling propositions (USPs), communicate those to your consumers so they can make an informed decision.

A Strong Product

Your customers are looking for quality and reliability. They may want a unique item that’s unlike anything else on the market—but they might settle for a mostly familiar item with an added feature that solves a common problem. Asking questions about your customers’ needs and listening to their answers is an essential step to the discovery process. Your customers know what their needs are and will communicate them to you if you are prepared to ask the right questions. From there, it’s up to you to utilize their answers as you create sales funnels.

An Excellent Customer Service Experience

Ideally, your customer will be satisfied with their order from your company and will not need further assistance. A disgruntled customer can make or break your business; you need to have what it takes to turn their unhappy experience into a positive one. Take Consumer A, who was satisfied and moved on, their needs fulfilled; that’s a satisfactory outcome. But what about Consumer B, who had a problem with an order? Providing a quick and efficient solution can transform Consumer B into your brand ambassador!

A Feeling of Being Respected

Feeling respected and welcomed is always important to customers. If you make customers feel like just another number in the queue, they’ll take their business to another company that treats them with respect. Learning about customer needs and creating a process to deliver personalized experiences leads to increased lifetime value (LVR). The discovery process can help you build customer profiles that identify core traits and preferences. You can use email address lists, social platform engagement, and post-sales interactions to develop a playbook focused on individualized service. Leverage your insights to provide a welcoming, respectful customer experience (CX) for each of your customers every time that they interact with your brand.

How Does Leanwrx Conduct Discovery?

To make sure that you are fully meeting customer needs, we first dig deep into your offerings to get an idea of their alignment with known customer needs and then pinpoint where your process could use some work. The end goal is to help you to proactively answer the questions your customers might have about their purchase. You want to anticipate all of your customer needs both pre- and post-sale to be able to deliver the value they want and deserve.

Our discovery process includes a comprehensive analysis that captures the Voice of the Customer. We’ll spend time with you, your team, and your data, looking for important clues to customer needs. Questions we ask arise from information gained by reviewing empirical and analytical data from:

Let’s Get to Know Your Customers

Once you’ve experienced what discovery can do for your company, you’ll wonder why you didn’t utilize this powerful tool sooner. Your customer satisfaction scores will skyrocket, and your pre- and post-purchase interactions will dramatically improve.

Are you ready to work smarter? Contact us at Leanwrx Consulting today.