Many of existing web-based businesses claim that they put their customers on top priority. For some, this is still true but unfortunately some others fail to prove this otherwise. After hearing the grievances of many customers migrating towards our products and services, I found out that the major cause that actuated their decision is the overall dissatisfaction of the company’s products and services, and most importantly, customer support. All those mentioned are interlocked and failure of one chain pulls the marketing down.

Prospective customers always prefer good deals. Good deal in a sense of affordable and justifiable prices tagged on quality economic outputs, along with wholesome help and continuous support. These are basic grounds toward consumer satisfaction.

Business individuals and companies basically must employ customer-centric mindsets to win customers from their broad marketing audience and sustain the hearts of their existing customers. They must understand that people as customers, always demand the following things:

• Quality Product Offers – People are predisposed to spend more for a quality item or service than cheap, imitation, low-quality product. Small players in business (spinoff/startup companies) usually exaggerate the quality of their goods and services in their marketing to match their big, well-financed competitors in pulling customers. Though they may not able to rival their huge competitors in some areas where financing is prime ingredient, with efficient marketing campaign, they may still produce irresistible product offers that could draw customers. To become customer-centric, big players must be able to lower the prices of their commodities without sacrificing profitability. Small competitors, on the other hand, must continuously strive towards offering better product quality. Value-added services, overselling prevention, and support improvement can also make significant contribution.
• Justifiable Prices – Higher quality means higher price, but too lofty prices especially when above the price of substitutes are not very attractive to customers. A customer-centric online business would see to it that their prices do not only match the quality of their products, but the competitiveness in their respective markets as well. It is good to note that each cost billed to the customers, though it could yield additional revenue to the business, is never good to them unless they need so badly to avail a certain service or product.
• Timely and Responsive Support – When comments, suggestions and issues are received, it should be given attention right away regardless of priority. A customer-centric business attitude assumes that customers are not too patient when it comes to problems and they should be addressed regardless of size. If the solutions are not immediately available, a prompt response to their written correspondence (email, trouble ticket or chat) must be done explaining clearly the estimated time of arrival (ETA) of solutions. While that is an excuse, it lets customers feel that their issues are acted upon, extending their patience, and giving additional time margin for the support staff to find permanent solutions.
• Performance Consistency – Some online businesses tend to overlook the importance of long-term customer satisfaction. A satisfied customer must be consistently treated well in the long run. Consistency earns trust and trust establishes long-term business relationship which is good.

The more you abide to customers’ demands in a business, the greater the chance for them to close deals and convert your marketing efforts. Customers are always right and with that, they have to be in the center of your online business.

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