In a highly competitive environment, where differentiation by objective and functional attributes becomes increasingly difficult , marketers are now focusing their efforts on customer perception. It’s a crucial notion that drives some of the biggest marcom campaigns of recent years, across all industries, both B2B and B2C . If you are India WhatsApp Number List looking for a definition of customer perception, you will find several that all target the same issue. The customer perception includes how consumers select, organize and interpret both the information and stimuli associated with a brand perception that determines how they feel and what they think .
Why is customer perception so important? ! [ (/ uploads / wenyang-R21oHiBL-Yo-unsplash (1) .jpg) 1. Yes, customer perception is crucial because it impacts everything. And a report from SurveyMonkey even showed that attention to a brand’s message is 58% higher among people who have trusted it for a long time . Customer perception plays a decisive role in how customers understand communication and advertising, their purchasing decisions, their loyalty, the extent to which they recommend a brand and, most importantly, their advocacy efforts. . A study from Deloitte, published in May 2019, found that repeat customers talk about brands they have a purchasing history with the same way they talk about friends and family, using words like ” to love “,” to adore “,” to be happy ” .
Encourage Consumers To Access A Wider Range Of Products
Apple, Guerlain, Kenzo and many other companies have thus become much more than mere suppliers of equipment or clothing: consumers have started to associate them with human attributes and to consider them as partners, friends, helpers, experts, etc. 2. Customer perception enriches the value of the brand and opens up new perspectives for companies. In this process, as customer satisfaction has been enriched on many levels , the emotional expectations of the audience have also increased. Consumers now rely on brands to develop a fun and engaging customer experience , to create and deliver content, to deliver new technologies that improve lives; they even expect them to get involved in social and environmental issues.
According to the Edelman Trust Barometer Special Report 2019 , 67% of respondents from 8 markets around the world agree with the statement: “ A good reputation may get me to try a product , but I will quickly stop buying it at unless I can trust the company behind the product ”, while at the same time only 1 in 3 people are sure they really trust the brand they are buying. To clarify the definition of customer perception, we must therefore add that trust is a central element in the way people evaluate brands . Especially since, according to SurveyMonkey, trust constitutes 31% to 37% of the decision-making process for large purchases.
Increase Ecommerce Conversion Rates, As Well As Customer Satisfaction.
3. The majority of business opportunities are generated by the customer experience. With brand loyalty being one of the most valuable assets a business can own, marketers are increasingly investing in the emotional benefits of a rewarding shopping experience that shape a positive customer perception . In fact, most business opportunities are driven by customer experience, both offline and online. Adobe, in association with Econsultancy, recently revealed in Digital Trends 2019 that B2B companies are making the most of their business opportunities by optimizing the customer experience .
This metric is on top of all other important things (content marketing, social media, video, data driven marketing, etc.). Additionally, statistics show that 86% of shoppers are willing to pay more for a great customer experience, with a premium ranging from 13% to 18% . Think about it: why do we go to the act of buying? Because ordering is easy, because the app or website works without a hitch, because the sales consultant is friendly, welcoming and helpful, etc. The act of buying is triggered less and less by the products themselves and more and more by the added value that we receive in the process. 4. In the luxury sector, consumers are more attached to the brand than to the price or utility.