How to Empower Your Customer – Empowering Customers
Empowering customers requires that a solid relationship and performance history be already established with the customer.
Empowerment involves trusting others to make important decisions and to take action. Empowering customers enables them to make critical decisions concerning doing business with you. This goes beyond the normal decisions that a customer might make such as the quality, delivery time, reorder point, etc., that would normally be part of their buying process.
Empowering the customer puts him or her in control of many of the decisions and actions that you might normally control.
This way the customer is not totally dependent on you to get the product or service that you provide. Ultimately, everyone’s needs are met in a more effective and efficient manner.
The objective of empowering the customer is to streamline the buying process as much as possible and provide you the opportunity to be of service to the customer in even more important and value- added ways. It is not simply “dumping” your work off onto the customer, nor is it an abdication of your responsibilities to the customer in any way.
Empowering the customer involves enabling them to make more decisions and take more actions concerning buying your product or service. It puts much of the control of the buying process in the hands of the customer.
How to Empower the Customer
Everyone wants to be able to be more in control of those factors that are important to them, and your customers are no different. The concept and principles of empowerment involve moving decision making and even problem solving to those who are in the best positions to accept these responsibilities. There are a number of ways to empower your customers as part of their decision- making and purchasing process. The following are just a few of the ways to empower your customers:
- Empower the customer to be able to reorder from you without your involvement.
- Empower customers to contact your suppliers directly.
- Empower customers to be involved in your pricing decisions.
- Empower customers to provide input into marketing decisions for your company.
- Empower customers to resolve problems concerning your product/service by themselves.
- Empower customers to contact different people and resources within your organization directly without having to go through you first.
- Empower customers to give you feedback about the quality of your product or services without you asking for it.