The Sunday Mail
Cresencia Marjorie Chiremba
“To earn the respect (and eventually love) of your customers, you first have to respect those customers. That is why Golden Rule behaviour is embraced by most of the winning companies” – Colleen Barrett
AUGUST is a special month for women across the world.
In South Africa, for example, women’s month is a time to pay tribute to the brave women who fought for their rights and paved the way for future generations.
But women’s month is not just about looking back, it is also about looking forward to a future where women are fully empowered.
And one area where women are making a big impact is customer service.
From the front lines of customer support to the boardrooms of major corporations, women are driving innovation and change, creating better experiences for customers and building successful businesses.
So, let us celebrate women’s month by recognising the contributions of women to the customer service industry and empowering them to shape its future.
Above all, the greatest celebration is to all the women customers who are patronising businesses, spending their hard-earned monies by contributing to the matrix of the world economy.
Women make up a significant portion of the consumer market and their purchasing power is growing every year.
As a result, it is more important than ever for companies to understand the needs and preferences of women customers and to cater to them effectively.
By doing so, companies can not only improve the customer experience for women, but also drive business success.
Here are some ways business can understand and cater for its women customers:
1) Conduct market research
One way that companies can better understand and cater to women is by conducting market research. This means gathering data on the preferences, behaviours and attitudes of women customers, and using this information to inform product development, marketing and customer service.
By conducting market research, companies can gain valuable insights into what women want and need, and use this information to create products and services that meet their needs. When products or services are made according to the expectations of the women customers, companies can improve customer satisfaction.
2) Engage with them directly
Another way that companies can better cater to women customers is by engaging with them directly. This means creating opportunities for women customers to provide feedback and share their opinions, whether through surveys, focus groups or social media. Thus, companies using social media for engagement must know the platforms that their women customers are active on and capitalise on them. By engaging with women customers directly, companies can gain a deeper understanding of their needs and preferences, and use this information to improve the customer experience.
3) Create a welcoming environment
In addition to conducting market research and engaging with women customers directly, companies can also better understand and cater to women by creating a welcoming and inclusive environment. This means designing stores, websites and marketing materials that are accessible and appealing to women, as well as training customer service representatives to be sensitive to the needs of women customers.
By creating a welcoming and inclusive environment, companies can make women feel valued and respected, thereby improving the customer experience.
Understanding and catering to women customers is not just good for the women themselves, but it is also good for business.
Research has shown that companies that provide a positive customer experience for women are more likely to attract and retain their business.
This can also result in companies building loyalty and driving repeat business.
Finally, understanding and catering to the needs of women customers is crucial for companies that want to succeed in today’s competitive marketplace.
By conducting market research, engaging with women customers directly and creating a welcoming environment and inclusive environment, companies can improve the customer experience for women and drive business success.
*Cresencia Marjorie Chiremba is a marketing enthusiast with a strong passion for customer experience. For comments, suggestions, and customer experience training, she can be reached at [email protected] or at +263 712 979 461, 0719 978 335
