7 Effective Methods to Identify and Meet Customer Needs - noupe (2023)

Customer satisfaction is the foundation of every good business that wants to survive long-term.

The mistake a lot of companies make is thinking that once they get a client, their job is done but keeping the client is where the battle really begins.

This is why it is no surprise that customer experience is the top priority for business professionals.

7 Effective Methods to Identify and Meet Customer Needs - noupe (1)

To that end, let us talk about a couple of ways your company can identify and meet customer needs.

1. VOC Surveys

Voice of Customer surveys gives your company the opportunity to understand exactly what your customers are looking for from the right people- your customers. You can use a combination of surveys, interviews, and focus groups to figure out exactly what could work for your customers. This is what is going to invariably help you improve your products and services.

A good way to survey your ideal audience is to use an email marketing software or survey service to reach them. This company helps you conduct market research by connecting you with the right people to take your survey. You can choose your ideal audience based on things like gender, age, income, and more which will help you target the right survey respondents.

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Another simple way of finding out what your customers are looking for or why they've taken an action, such as booking a demo or downloading a piece of content, is using thank you page.

In a thank you page survey, you can ask a customer what they're looking to achieve; for example, if you sell software and potential customer books a demo, you could ask them a simple question after they book a demo such as 'what's the biggest problem you're looking to solve by using our product?' A question such as this can give you insights into why new prospects are looking to use your product and the problems they are hoping your product/solution will solve for them.

These insights can be invaluable when you're looking for new ways to position your product or improve the messaging around the product's capabilities, benefits, and features.

7 Effective Methods to Identify and Meet Customer Needs - noupe (2)

2. Know what your competition is doing

Your competition is not just someone you want to beat in the rat race, they are also a great source for ideas and tips. Chances are the people who are tempting your customers to switch sides are doing something right.

Take a look at their company and view it from the eyes of a potential customer- Do they have a great feedback section? Do they use live chat support? If you go through their customer journey, what part convinces you to make a purchase?

Each one of your competitors can teach you something. Depending on how much time and resources you have, you may want to conduct an in-depth analysis of your competitors. This analysis/audit should include finding out your competitors:

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  • Weaknesses and strengths
  • Unique features
  • User ratings/Customer satisfaction
  • Their USP or mission
  • Any key features that are unique to the competitor your auditing

For example, if you were a law firm, you would go to the websites of law firms within your area or your domain of expertise. Let us look at the Allen Law Firm website to bring in some ideas:

7 Effective Methods to Identify and Meet Customer Needs - noupe (3)

The moment you look at the homepage, you find three: a chatbot button for easy communication, a free case review to bring leads into the sales funnel, and a blue ‘start chat’ button that works as a great CTA.

You can also look through your competitors' online reviews to see if their customers highlight anything in particular about the customer support they provide; this can help you discover positive things your competitors are doing that you can make part of your own processes or things to avoid.

Competitive analysis can also help give you product or feature ideas that could benefit your customers and further ideas that can help grow your business.

3. Consistent customer communication

Your company's job is not over once you have sold your product; you also need to keep in touch with your customers once they receive it. This means sending them a follow-up email asking them if they enjoyed your service or even updating them about potential available discounts.

If a customer has had a good experience with a product or service, you could ask them to leave a review, ask them for a case study or testimonial or even ask if they would be willing to refer a potential new customer your way.

If you can prioritize your customer service and satisfaction to the point where you're getting regular referrals and strong social proof from your customers, your business is more than likely heading in the right direction, and research backs this up. Research suggests that after having a positive experience with a company, 77% of customers would then recommend that company to a friend, while research from Mckinsey suggests that satisfied customers are more likely to upgrade or add services and less likely to cancel.

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Depending on the business you're running, you may also want to arrange regular catch-up calls with your customer.

For example, if you're running a SaaS business, a great way to keep in touch with customers is to have your customer success team/account managers arrange weekly, biweekly, monthly, or quarterly calls with customers (particularly high-value customers). You can use these calls as an opportunity to check-in with customers to see how your software is working for them, troubleshoot any potential issues and introduce them to new features.

These calls can also be profitable for your business; if your customers are happy with the service, they are receiving, and can be used as a chance to introduce new offers, products, and upgrades that the customer may be interested in. Positive, happy customers are more likely to become referring, upgrading, lifelong customers.

4. Focus on your USP

Every company excels at something and focusing on what you excel at is vital. Instead of being a jack of all trades, try mastering one.

This is especially true if you are a smaller company like LawRank.

LawRank is a great SEO company and one of the reasons they are great is because they have narrowed down their ideal customer base to only cater to law sites and focus on SEO for lawyers. They rank for their targeted keywords, they are great at what they do, and people who visit their site can immediately see what their domain of expertise is which leads to more trust. They also have a great blog where customers can upgrade their SEO knowledge by themselves.

Once you figure out what your USP is, you can build on that and give your customer the best possible service. With so many choices out there, your current and potential customers are likely faced with a daunting task when they’re trying to decide which option in your industry deserves their time, money, and trust. A strong USP helps to ensure that your business becomes the one they choose.

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A strong USP also helps to instill a sense of confidence in your business with potential customers. Another excellent example of a company that uses its USP well is amzpathfinder.

Instead of trying to enter the oversaturated advertising market, amzpathfinder only focuses on Amazon advertising and excels at it. Here are some of ??their customer reviews.

5. Observe customer behavior

The way you observe the behavior of your customers will depend on the type of business you're running. If your business operates online, there are a few simple ways you can use to observe the behavior of your customers, including:

  • Keep an eye and read the reviews your customers give you.
  • Regularly review and respond to any comments your customers are leaving on your social media or company blog.
  • Implement tools such as Google Analytics to get insights into how your prospects and customers are finding your website and what their demographics look like.
  • Keep up to date with trends in your industry.
  • Do some social listening within social media groups and forums to find out what your customers are saying about your (and your competitors’) brands.

6. Look back on your own experiences

Whether it's going for a nice meal or buying something online, we all tend to remember good and bad customer experiences, and your own personal experiences can serve as a good source of inspiration when you're looking for ways to meet your customer's own needs better.

The golden rule applies when it comes to customer service, treat people as you'd like to be treated. This can be as simple as making sure all of your customer service staff remain positive and understanding in their interactions with customers. More than half of Americans have scrapped a planned purchase or transaction because of bad service, while 33% of Americans say they'll consider switching companies after just a single instance of poor service, with one in three consumers stating they'll happily pay more for a higher level of service.

You should also do your best to ensure that customer response times stay consistent. 66% of adults say that the most important thing a company can do is value their time. Ways of doing this include using chatbots on your site to ensure your customers get instantaneous responses whenever they get in contact, having a strong knowledge base, and continually training your customer support staff to enable them to serve your customers best.

7. Talk to your staff

Your staff, particularly those who deal with your customers on a day-to-day basis, are well placed to give insights and feedback about any prominent behaviors or trends your customers are showing. You could gather this information by regularly asking your staff about how their conversations and dealings with customers are going and if there are any stand-out trends, they are noticing.

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For example, if you wanted to get feedback on one of your products, you could ask your staff what experiences your customers are having with the particular product and what they like and dislike about it. This feedback could come from word of mouth feedback, from customer surveys or interviews, or if a customer has had a particularly good experience with your product, a case study, which could then be used to promote the product further.

Your customer-facing staff are an invaluable resource that you should utilize to get a clear understanding of your customer's hopes, dreams, frustrations, and feelings towards the products and services that you are offering.

Wrapping it up

Your customers are the lifeblood of your business. Regularly identifying customer needs and meeting those needs can be one of the most simple and effective ways of helping your business stand out in a crowded marketplace. If you can ensure strong customer service, effective customer resolutions, and positive customer experiences, you’ll not only delight your existing customers but also establish a long-term, profitable growth channel for your business.


What are the methods ways to use to identify customer needs? ›

The best way to identify their needs is to take an organized approach. Some refer to this as a customer needs analysis, which provides you with valuable insights about your target audience. Common methods for discovering what customers want include focus groups, social listening, and keyword research.

How we can identify and meet the needs and expectations of customers? ›

The best way to learn about your customers is to conduct market research. You may want to talk to a group of loyal and new customers to seek information about how they found you, what problems they are trying to solve, and why they chose your product/services over other competitors in the market.

What is the 7 C's of customer? ›

The 7 C's of customer relationship management are customer centricity, company culture, customer experience, customer data, customer journey, consumer experience, and consumer expectation.

What are the six step strategies for identifying customer needs? ›

The model consists in a “Plan – Learn – Focus – Develop – Launch – Analyze” cycle to become customer driven and to develop breakthrough solutions and value: Planning Strategic choices.

How do you know your customers needs? ›

How to understand your customers' needs
  • Create a buyer's persona. To understand your customers' needs, you need to first understand who your customer is. ...
  • Seek feedback from your customers. ...
  • Analyze your competitors. ...
  • Craft a customer needs statement.
Jun 24, 2022

What are the five ways to satisfy your customers needs? ›

5 Ways To Satisfy Customer Needs
  • Get to know your customer's needs.
  • Develop an in-house customer-first culture.
  • Customise the customer experience to meet your customer's needs.
  • Optimise the customer experience.
  • Measure and improve customer satisfaction.
Jul 23, 2021

Why do we need to identify and meet the needs of our customers? ›

Correctly identifying customers' needs is essential for ensuring customer satisfaction and loyalty. If you fail to properly identify customers' needs, or if you are indifferent to their needs, they will take their business elsewhere. Customers have unique needs.

What are the 8 customer needs? ›

8 Common Customer Needs You Should Always Know
  • Price. Customers are more concerned than ever about price. ...
  • Reliability & Sustainability. People need to trust that the product they're getting will last. ...
  • Risk Reduction. ...
  • Usability & Convenience. ...
  • Transparency. ...
  • Control. ...
  • Empathy & Friendliness. ...
  • Information.
May 6, 2019

What are the seven steps to customer satisfaction? ›

7 Steps For Customer Satisfaction
  • Encourage face-to-face dealings.
  • Respond to messages promptly & keep your customers informed.
  • Be friendly and approachable.
  • Have a clearly defined customer service policy.
  • Attention to detail.
  • Anticipate your client's needs & go out of your way to help them.
  • Honor your promises.

What are the 7 steps to developing customer service strategy? ›

  1. 7 steps to creating the ultimate customer service strategy. ...
  2. Establish your vision for great customer service. ...
  3. Ask your customers what they want and need. ...
  4. Hire the right employees. ...
  5. Set lots of goals. ...
  6. Train your staff. ...
  7. Make sure everyone is held accountable. ...
  8. Reward exceptional customer service.
Nov 21, 2018

What is the best way to reach customers? ›

6 Easy Ways to Reach New Customers
  1. Encourage people to join your email list.
  2. Start a blog.
  3. Host a photo contest.
  4. Encourage reviews.
  5. Ask for referrals.
  6. Write a survey or poll.
  7. Now you can reach new customers with ease.
Aug 9, 2021

What are the 7Cs of effective communication example? ›

Using the 7 C's of communication, that is when you're clear, concise, concrete, correct, consider the speaker, complete and courteous, with your message, you will become an effective communicator and find more success in your interactions with people.

What is 7C model? ›

The 7C model suggests that the seven Cs (Connection, Concurrency, Comprehension, Communication, Conceptualization, Collaboration, and Collective intelligence) play a central role in the knowledge creation process. The paper also analyzes the Web environment at technology, language and organizational contexts.

What are the key customer needs? ›

There are four main customer needs that an entrepreneur or small business must consider. These are price, quality, choice and convenience.

What are the 4 main customer needs? ›

But as a general rule, the four crucial things a customer needs are:
  • A fair price.
  • A good service.
  • A good product.
  • To feel valued.
Aug 31, 2020

What are the six key factors in customer satisfaction? ›

Factors that Influence Customer Satisfaction
  • Accessibility.
  • Empathy.
  • Language.
  • Response Time.
  • Convenience.
  • Choices.
  • Simplicity.
  • Quality.
Jul 26, 2021

What are the 5 customer expectations? ›

Top 5 Types of Customer Expectations
  • Explicit expectations. ...
  • Implicit expectations. ...
  • Interpersonal expectations. ...
  • Digital expectations. ...
  • Dynamic performance expectations. ...
  • Fast Customer Service. ...
  • Accurate Data by Self-Service. ...
  • Easy-to-Use Websites and Apps.
Oct 12, 2022

What are the 5 most important things in customer service? ›

Here are the top customer service skills your representatives need, according to data.
  • Patience. ...
  • Effective Listening. ...
  • Attentiveness. ...
  • Time Management. ...
  • Willingness to Improve. ...
  • Knowledge. ...
  • Ability to Admit You Don't Have the Answer. ...
  • Thick Skin.

What is the 7th step in the sales process? ›

Follow-up. Once you have closed the sale, your job is not done. The follow-up stage keeps you in contact with customers you have closed, not only for potential repeat business but for referrals as well.

How many main methods are used to measure customer satisfaction? ›

Customers are the fundamental asset of every business. Customer satisfaction is the primary catalyst that pushes a company forward, ensuring repeat business. However, companies cannot plan their service strategies based on vague data or few interactions.

What is the number 1 rule in customer service? ›

In spite of all the noise and hype involving customer service these days, it truly boils down to one simple, age-old truth, often referred to as the Golden Rule: "Treat others as you would want to be treated."

What are the 3 most effective methods to reach your best customers? ›

5 Simple Ways to Reach Customers
  • Be consistent with the release of information. Consistency in delivery is something many customers seek from a company. ...
  • Sell differences in the product or service. ...
  • Use testimonials to bolster reputation. ...
  • Know your audience. ...
  • Make it searchable.
Jan 11, 2016

What are the 6 main areas to consider when trying to meet customer needs? ›

The Six Basic Needs of Customers
  • Friendliness. Friendliness is the most basic of all customers needs, usually associated with being greeted graciously and with warmth. ...
  • Understanding and empathy. ...
  • Fairness. ...
  • Control. ...
  • Options and alternatives. ...
  • Information.

What are 4 steps which will help you engage with customers? ›

Here are five key tips for companies looking to authentically engage their customers:
  • Offer customers real value. “Engagement marketing means leading with content, not products,” Sawhney says. ...
  • Build a community. ...
  • Inspire people. ...
  • Provide entertainment value. ...
  • Keep the conversation going.
Apr 4, 2016

What is the most effective way to reach customers? ›

8 Simple Ways to Reach out to Your Customers
  1. Know your audience. ...
  2. Provide consistent customer experience. ...
  3. Invest in Content Marketing. ...
  4. Take advantage of customers' testimonials. ...
  5. Set up a referral program. ...
  6. Stay connected via newsletter. ...
  7. Listen to your customers' feedback. ...
  8. Demonstrate your products or services.
Jun 23, 2017

What are the 7 steps in developing customer service strategy? ›

  • 7 steps to creating the ultimate customer service strategy. ...
  • Establish your vision for great customer service. ...
  • Ask your customers what they want and need. ...
  • Hire the right employees. ...
  • Set lots of goals. ...
  • Train your staff. ...
  • Make sure everyone is held accountable. ...
  • Reward exceptional customer service.
Nov 21, 2018

What are 7 steps to delivering great service? ›

Seven Steps to Improving Your Customer Service
  • Understand Your Customers. ...
  • Don't Offer Silos of Communication Choices. ...
  • Empower Agents With Good Information. ...
  • Focus on the Agent Experience. ...
  • Pay Attention to Your Knowledge Strategy. ...
  • Harness Your Customer Community. ...
  • Listen to Your Customers.
Mar 19, 2013

What are 7 techniques for handling customer complaints? ›

Your procedure could include the following steps.
  • Listen to the complaint. Thank the customer for bringing the matter to your attention. ...
  • Record details of the complaint. ...
  • Get all the facts. ...
  • Discuss options for fixing the problem. ...
  • Act quickly. ...
  • Keep your promises. ...
  • Follow up.


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