Understanding Evolving Customer Needs
North Mondays Series: Episode 94
Before you jump me, read the scenario below and then decide if you want to keep saving your customer’s money.
I was scrolling through Instagram when I saw a pair of shoes I liked. Excited, I checked the price. I was asked to ‘DM for price’.
So, I did.
I got the usual automated reply. Then… silence.
After waiting a bit, I lost interest and moved on. Hours later, the vendor finally replied—but I was no longer interested. I saved my money, but they lost a sale.
So, do you want to keep saving your customer’s money at your expense? I’m guessing your answer is no.
People have more options, shorter attention spans, and a long list of bills.
If you don’t keep up, your business will get left behind.
I hope you’re utilizing the free gift from last week’s budgeting for growth article. Today, let’s talk about understanding customers and why it’s key to growing your business.
Why Customer Needs Matter
Imagine walking into a restaurant, starving. But when you ask for the menu, the waiter shrugs and says, “We serve food. What do you want?”
Frustrating, right? That’s what happens when you don’t understand your customers. Customers want clarity, convenience, and care.
Businesses that listen win because:
● Loyal Customers Stay: Meeting customer needs makes them stand by you. This reduces the amount of money you spend on running ads.
● Sell What They Want: Understanding your audience allows you to create products that sell themselves.
● Stay Ahead of Competitors: Knowing what customers need before they do keeps your business top of mind. Netflix saw DVDs fading and shifted to streaming before Blockbuster even realized the shift.
● More Money in Your Pocket: Happy customers don’t stop at coming back; they bring friends and family. Think Apple and how Apple users don’t just buy products—they convince others to do the same.
● Work Smarter, Not Harder: When you know what works, you stop wasting time on what doesn’t.
Why Businesses Struggle to Adapt
Understanding customers sounds simple, but most businesses struggle.
Here’s Why:
● People Change Fast: What worked six months ago might not work today. Trends shift are rarely gradual.
● Too Much Data, Too Little Action: Businesses collect numbers but don’t always know how to use them. You can’t call yourself a customer centric brand when you’ve failed to address the thousands of reviews complaining about slow delivery.
● Teams Don’t Share Info: Marketing, sales, and customer service teams must work hand in hand to create a seamless customer experience. If a customer complains about a product online, the customer service team should reach out before the customer makes a call.
● Personalization vs. Privacy: People want personalized experiences, but they also value data security. Spotify Wrapped is fun and tailored, but customers still question how much data is collected.
● Change Costs Money: Adapting isn’t a quick-fix project. It requires time, tools, and effort.
But once you figure it out? You’ll lead the market.
The Power of Hyper-Personalization
Just adding a customer’s name to an email isn’t enough anymore.
Customers want brands that “get” them. They expect:
● Smart Suggestions: Netflix recommends shows based on your watch history, customers expect brands to remember their preferences.
● Custom Experiences: Offers and messages that feel personal. On their birthdays? Send out heartfelt letters and discounts on their favorite products.
● Perfect Timing: It’s the season of love, what do you have in store for your customers?
● Seamless Shopping: Can a customer add a cart to sale on their phone and complete the purchase on their laptop? ensure smooth experiences across social media, websites, and stores drive sales.
Customers are the heartbeat of your business. When they feel seen, they don’t just buy—they become loyal advocates.
How to Stay Ahead
Want to keep up with customer needs? Follow these steps:
● Use Data Wisely: Make informed decisions by paying attention to trends, reviews, and buying behavior.
● Listen & Learn: Read comments, conduct surveys, and test new ideas using your findings.
● Personalize Your Approach: Identify your customers and speak to them in ways they understand.
● Stay Flexible: Don’t run a static business. If something isn’t working, change it.
● Invest in Tech: Learn how to use AI and CRM tools like Salesforce, HubSpot, or Zoho to stay connected with customers.
● Respect Privacy: Be transparent about how you use customer data.
● Test & Improve: Don’t assume. Conduct experiments and see what works.
If you listen and adapt, you’ll build a business that always comes out on top.
Key Takeaways
● Customers change, and so should your business.
● Brands that understand and adapt keep customers longer.
● Hyper-personalization is the new standard for engagement.
● Businesses that embrace change make more money and stay ahead.
This week, take a moment to ask:
Have my customers changed? If you’re running the same old strategies, you might already be losing sales without knowing it.
P.S. That story about the shoes might be hypothetical—but it could be your business if you’re not careful.
Until next Monday—stay smart, stay adaptable, and keep growing.
By NNANNA ALU
Recent Comments