Women, often complained of as being complex and difficult to understand. In fact, she is a very large market share and potential. Actually, if you understand well the characteristics of women, then you will be able to control aspects of their service.
Here are some key characteristics of women in terms of service:
Enjoys complaint
Women, is basically an emotional creature. So, women usually do not distinguish between a business relationship with personal relationships, they view both are equally as personal and emotional experience. The implication, then when they experience an unpleasant experience, they tend to more quickly frustrated.
Based on research from Amdocs for example, shows that women tend to be less tolerant of bad interactions. More than 60% stated that they would go after experiencing no more than two bad experiences, compared with 54% male. Men tend to be more willing to forgive poor service compared to women.
Word of Mouth
It is no secret if she’d rather talk than men. More often we find a group of women were ngerumpi, compared with a group of men are not? If a group of women has been met, then everything is discussed, including a bad experience when obtaining service!
Amdocs is still based on research, more women than men, who stated that they would send a complaint or to tell their friends about a bad service. It should be noted that word of mouth it has a multiplier effect, so from one woman to other women, and so on. So, when you give poor service to women, the effects become more risky.
Women More Loyal
However, if you’ve managed to ensnare the hearts of women, then they will be loyal to you. Because women are emotional creatures, so they really uphold a good relationship. If you managed to establish good relationships with them, then they will forever continue to be with you.
In addition, women who are satisfied customers not only loyal, but they also tend to advocate, the promoter company for free. They will promote to friends and relatives to post on the blog. So, this woman is extremely important to the customer role.
Thus, thus, serve customers in a woman, you must develop strategies that sniper. Here is an important component in serving women:
1. Get Into Their Mind
To understand the woman, then you should be able to read the minds of women: what they need, and what they want. Perform customer segmentation against women in your life, learn about the preferences and tendencies which are owned by their respective groups. Other than through market research, this can also be shown through direct interaction with customers. Perform customer visits or company visits, until the discussion or brainstorming session involving the customer.
2. Emotionally Sell
Women need intimacy, and therefore you should be able to touch them emotionally. High quality is important, but the emotional value of a product also plays an important role. For example, emphasize family values.
More importantly, establishes a relationship with them intensively, so that business and personal relationships become increasingly blurred. They look up to you not as a company, but a friend. For example, by providing a forum for customers, held a gala dinner or a customer gathering, all of which can increase the emotional connection with customers.
Third. Recovery is a Must
As already disclosed, women tend to be less tolerant of poor service. Therefore, when you give a poor service or unsatisfactory for the customer, then immediately do the recovery. This recovery should be able to restore the condition of customers as before, so do not get frustrated, even better if they then turn around so satisfied.
If you do not do the recovery should be, then do not be surprised if your customers are and then disappear, and your reputation in the market then falls.
nice post. thanks.