Customers are the lifeblood of every company. Yours. Ours. Every single company out there relies on satisfied, loyal customers who do business with us not just once, but repeatedly. We value knowing what our customers want\u2014it empowers us to provide them with the best possible experiences. <\/p>\n\n\n\n
That is one of the reasons we conduct a dealer survey each year. So we can better serve our customers, dealers like you. But do you know what YOUR customers expect? <\/p>\n\n\n\n
Last year, our brand managers posted a brief customer expectation survey on our social media pages of 4 of BioZyme\u2019s family of brands: VitaFerm\u00ae, Vitalize\u00ae, DuraFerm\u00ae and Sure Champ\u00ae. The customer\u2019s expectations are discussed below. While we might think that delivery or even loading products into customers\u2019 vehicles is the most important service we can provide, your customers have told us otherwise. <\/p>\n\n\n\n
\u201cKnow what your customers want most and what your company does best. Focus on where those two meet.\u201d \u2014 Kevin Stirtz, author of More Loyal Customers<\/em>, speaker and trainer <\/p>\n\n\n\n Meeting customer expectations is crucial to the livelihood of a company for several reasons. Let\u2019s look at each of these reasons and why they should matter to your individual businesses. <\/p>\n\n\n\n Satisfied customers are more likely to remain loyal to a company and continue doing business with them. By consistently meeting or exceeding customer expectations, companies can build trust, strengthen relationships and foster long-term loyalty, leading to repeat purchases and positive word-of-mouth referrals. <\/p>\n\n\n\n Over 90% of consumers think that a positive customer service experience makes them more likely to buy again. Read that again. Over 90% of consumers say that a positive experience will make them a repeat customer. That is a very big deal, especially when you consider acquiring a new customer can cost 5 to 7 times<\/a> more than retaining an old one. <\/p>\n\n\n\n In today’s competitive marketplace, companies must differentiate themselves from competitors to attract and retain customers. Meeting customer expectations effectively can serve as a competitive advantage, distinguishing a company’s products or services from alternatives and positioning it as a preferred choice among consumers. <\/p>\n\n\n\n \u201cA brand for a company is like a reputation for a person. You earn a reputation by trying to do hard things well.\u201d \u2014 Jeff Bezos, Founder and CEO of Amazon<\/em> <\/p>\n\n\n\n A company’s reputation and image are closely linked to its ability to meet customer expectations. Positive experiences with a brand can enhance its reputation, while negative experiences can damage it. Building a reputation for reliability, quality and customer satisfaction can enhance brand equity and attract new customers. <\/p>\n\n\n\n Satisfied customers are more likely to make repeat purchases, spend more per transaction and recommend the company to others. Repeat customers spend on average 67% more<\/a> than first-time customers. <\/p>\n\n\n\n Therefore, meeting customer expectations can lead to increased sales, revenue growth and profitability over time, as customers continue to choose and support the brand. <\/p>\n\n\n\n Acquiring new customers is typically more costly than retaining existing ones. By meeting customer expectations and delivering value consistently, companies can reduce customer churn rates and retention costs associated with acquiring new customers to replace lost business. <\/p>\n\n\n\n Remember, it can cost 5 to 7 times more to acquire a new customer than retaining an existing customer. Although new customers are needed to grow, it is foolish to not retain those you already have, and many new customers can be the result of current customer referrals. <\/p>\n\n\n\n Understanding and meeting customer expectations can provide valuable insights for innovation and product development. By listening to customer feedback, identifying emerging trends and anticipating evolving needs and preferences, companies can innovate and introduce new products or features that resonate with their target audience. <\/p>\n\n\n\n At BioZyme, this is exactly how we have decided what products to develop and launch most recently. We listen to our customers\u2019 needs and develop products that help alleviate their biggest challenges. <\/p>\n\n\n\n Meeting customer expectations often involves ensuring compliance with industry regulations, standards and ethical practices. By adhering to legal and ethical guidelines and addressing potential risks and vulnerabilities, companies can mitigate legal, financial and reputational risks associated with non-compliance or misconduct. <\/p>\n\n\n\n Employees play a crucial role in delivering exceptional customer experiences. When employees feel empowered, motivated and supported by the company to meet customer expectations, they are more likely to be engaged, productive and committed to delivering high-quality service. <\/p>\n\n\n\n By prioritizing customer-centricity and consistently delivering value to customers, companies can thrive in a dynamic and competitive business environment. <\/p>\n\n\n\n As mentioned earlier, we conducted surveys on our online platforms to find out what our consumers\u2019 expectations are. Results from the4 brands polled were resoundingly the same. <\/p>\n\n\n\n First, customers want businesses to keep a good inventory. Second, they want dealers to provide information about the products. Overall, the third most important thing, although it ranks fourth among the equine enthusiasts, is that customers expect dealers to be able to make product recommendations. <\/p>\n\n\n\n Let\u2019s explore each of these top 3 customer expectations, why they are important and the actions you can take to help meet the expectations and grow your business. <\/p>\n\n\n\n Keeping a good inventory starts with a good inventory management system. You need to know what kind and how much inventory you sell each year. And then, you need to stock that inventory accordingly. <\/p>\n\n\n\n A customer can\u2019t buy what you don\u2019t have. For example, it\u2019s chick season, so every dealer out there should have Backyard Boost\u00ae on hand, especially if you sell baby chicks. The temperatures are also warming, which means you need to have products with HEAT\u00ae technology in stock. <\/p>\n\n\n\n Make a checklist of every product BioZyme sells, and make sure to have what you need and will sell in the store or in the warehouse. Know what you have and keep regular track of your inventory so you can replace stock that sells. <\/p>\n\n\n\n Information is power. With a diverse product offering, it can get confusing for producers or pet owners to decide which of the many products out there is best for them. That is why you are expected to be able to answer question about the products in the store. <\/p>\n\n\n\n BioZyme offers the Master Dealer Program to all of its dealers so they can become better informed about its family of brands. Each of the 4 online chapters provides valuable information about each brand\u2019s product offering. The program also includes general marketing and sales information that can apply to any business. <\/p>\n\n\n\n \u201cOur customers relay a lot of information to the public, and it is important that we provide them with the most updated information possible. We are so extremely proud of all the dealers who have completed the Master Dealer Program to take their dealership to the next level,\u201d said Samantha Albers, Brand Administrator \u2013 Dealer and Backyard Boost. <\/p>\n\n\n\n Third, customers want dealers to be able to make product recommendations. That means that 1) you must know the products, 2) have the products in stock and 3) understand your customer and his or her challenges or opportunities. <\/p>\n\n\n\n Making product recommendations are a great way to close the sale, but without information about the products to share or products to sell, you likely will fall short. <\/p>\n\n\n\n At BioZyme we have created tools for you to help make product recommendations if you are not feeling 100% sure about the customer\u2019s needs or wants. <\/p>\n\n\n\n First, you can always contact your Area Sales Manager (ASM), if you are unsure about a product to recommend. <\/p>\n\n\n\n Second, provide your customers with some of our educational and promotional materials so they can do their own research. <\/p>\n\n\n\n Third, refer them to the online tools we have created, like the Concept\u2022Aid\u00ae Navigator<\/a> or Vitalize\u00ae Product Quiz<\/a>. These handy tools allow the customer to determine more about their needs and match them to 1 or more of our many products. <\/p>\n\n\n\n Don\u2019t forget making product recommendations is also a great opportunity to cross-sell. So, if it is weaning time, you\u2019ll want to recommend Gain Smart\u00ae mineral, but also you will want to recommend VitaFerm\u00ae Cattle Drench and a VitaFerm\u00ae Stress Tub, too. <\/p>\n\n\n\n If you are selling show supplements, be sure to always suggest some of the gels or Sure Champ\u00ae Liquid Boost\u00ae. These are quick sells, and customers don\u2019t always know they need them until they encounter a challenge with their animals. <\/p>\n\n\n\n The third highest customer expectation for those who took the Vitalize survey was that they appreciate when delivery is provided. Let\u2019s face it. This is a great convenience, that likely saves the customer money and time. <\/p>\n\n\n\n They also don\u2019t have to try to load heavy feed bags into their cart or vehicle. But most importantly to them, the time they save not going to pick up their supplies is time well spent. It\u2019s easy to see why this is so high on their customer expectation list. <\/p>\n\n\n\n We certainly hope this insight into customer expectations is helpful to you as you take your business to the next level. We are here to assist you along the way to grow your business and we want to help you: <\/p>\n\n\n\n \u2022 Stock and Manage InventoryCustomer Satisfaction & Loyalty<\/h3>\n\n\n\n
Competitive Advantage<\/h3>\n\n\n\n
Brand Reputation & Image<\/h3>\n\n\n\n
Revenue Growth & Profitability <\/h3>\n\n\n\n
Reduced Churn & Customer Retention Costs<\/h3>\n\n\n\n
Innovation & Product Development <\/h3>\n\n\n\n
Regulatory Compliance & Risk Management <\/h3>\n\n\n\n
Employee Satisfaction & Engagement <\/h3>\n\n\n\n
BioZyme Customer Expectations <\/h3>\n\n\n\n
Keep a Good Inventory <\/h3>\n\n\n\n
Provide Information About the Products <\/h3>\n\n\n\n
Make Product Recommendations <\/h3>\n\n\n\n
BioZyme Resources <\/em><\/em><\/h4>\n\n\n\n
What Did Horse Customers Expect? <\/h3>\n\n\n\n
BioZyme Wants to Help You Succeed <\/h3>\n\n\n\n
\u2022 Stay Knowledgeable about BioZyme Products
\u2022 Make Product Recommendations<\/p>\n\n\n\n