Most of us have felt let down by an individual or business because they made a promise but did not deliver, or we do not understand something.
The problem for a business that fails to keep a promise is that it creates distrust for the customer. It also impacts their loyalty and reduces the likelihood of future sales or referrals. It is also an extra cost for the business as it has to answer the query or complaint.
There are 4 rules to follow to make sure you keep your promises:
Try to understand what information your customers need and when by completing customer personas or avatars (detailed written descriptions of your typical customers, including likes, dislikes, what stresses them out, what challenges or ambitions they have, what makes them happy), then look at each step of your business process. Is it clear what you want the customer to do? Have you given them the information they need to do it? Is it written in their language – would they understand it or have you used industry jargon?
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