What Customers Really Want

We are hopefully coming to the end of a complete redevelopment of our web site that we started some months ago. Although stressful at times we have found it very helpful as it has brought a number of ideas to the fore that we had previously never really considered quite so carefully before.

What do customers really want from us?

Who Said What?
People visit a number of web sites and so can easily forget what they have read and where. They need easy access to the key information and a way of keeping that information to hand.

Knowledgeable Staff
Customers place a high value on accurate information and want to be served by people who know the product inside and out.

Friendly People
Customers not only want product-savvy assistance, they want us to be friendly and courteous. They want to talk to people who value their enquiry, irrespective of whether it is going to result in an immediate sale.

Good Value
Customers want value for money rather than lowest price, but this is only valid where they can see clear differences between product and service.

Convenience
Customers want every aspect to be well organised, attractive and easy to understand with immediate information, rather than having to look for it.

Fast Service
Customers want knowledgeable assistance, available when they want it. Although people often take their time when deciding to buy, they expect fast, efficient fulfilment of their order. 

All of these things have been taken into consideration whilst we are redesigning our web site. We still have some time before it will be ready to be launched, but this process has been invaluable in reminding us of what customers really want…

…which is odd because, after all, we are customers too when you think about it.