Experts say that our customers are constantly changing. I suppose it is true, as customers are people and people change. But why? What makes customers change? Here are a few reasons for change:
Like we have different generations (Baby Boomers, Generation X and Y and more) we also have different technologies that the generations are comfortable with. Some parts of certain generations adapt, others not. They say generation Y is the Twitter generation. Boy, would I like to see my mother Tweet! It’s two different generations growing up with different technological habits. For many of our parents television was a luxury. Today we stay up to date with news via Twitter. It’s quicker, allowing for a faster pace and more knowledge on a wider variety of subjects, which means our customers want faster service and are more educated than ever with a pace that increases daily.
Loyal customers, those people who return time and again, also change. We need to be sure to change with them in order to keep them loyal. A teenager who came to drink a milkshake at your restaurant close to the university will become a student who would like to enjoy a beer at the same spot a few years from now. It’s about getting to know your customers and giving them special attention. The guy who attended a party at your establishment yesterday might bring his wife and children to your restaurant a year from now. It’s about remembering.
Customers are becoming increasingly aware of the importance of social responsibility. If they can be part of your initiatives toward having an impact on your community, they might support you even more.
More and more travellers prefer to stay at hotels and guesthouses that take their environmental responsibility seriously. Do you?
Previous experiences and expectations
People experience things and then set a certain standard with which they are comfortable. They also hear about places and attractions from friends, which creates a certain expectation. Be sure to live up to that!
Increased health requirements
There has been a tremendous increase in food related illnesses and allergies. We need to be aware of these things and cater for them too.
This one I don’t even have to mention, because we all know what it takes to keep afloat in trying times. Our customers feel the same. We need to be willing to amend and change with them to show them that we care and we understand. We need to learn to put our customers first – even when it comes to financial stability. They are the ones who will keep your business alive if they feel that they matter.
Travelling Mystery Guest offers workshops on customer service, the customer’s journey and more. For bookings, contact Renate de Villiers on firstname.lastname@example.org / 079 110 5674.