Find Out What Your Customers Really Think With These Customer Care Tips
Do you know what your customers are saying about your products and services? Or know why customers choose to use you rather than the competition? Or how your customers/potential customers rate you across key benchmarks?
These are all questions you should be asking yourself as a business owner, and if you’re not then now’s the time to start.
Many business owners and senior management do not have the processes in place to gain valuable insight into their customers thoughts, and more importantly, how the experience of those customers can be used to target business development activity. These are missed opportunities.
Here are four common customer care activities that can make a difference to your business:
1. Identify your top 10 customers and get closer to them via social media, printed materials or in person. Reaching out and demonstrating strong customer engagement will show that you care and makes customers comfortable enough to be frank and honest about your business.
2. Conduct an annual customer survey using a consistent set of questions for comparative purposes. Depending on the type of business and sector it may be appropriate to run a more frequent survey.
3. Customer forums – Best conducted by an independent facilitator, customer forums are an opportunity to find out more about the individual wants and needs of your customers. You can also use them to interact with your customers and keep them informed of any company developments they may be interested in.
4. Business open days – invite existing and target customers to your premises so that they can get a first-hand understanding of your business and the products/services you provide.
Such activities obviously require an investment of time and money. However, gaining a better understanding of your customers by upping the standard of your customer care will likely result in financial gain and boost customer loyalty if the information obtained is used proactively as part of your business strategy.
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