The science fiction movie 2010 had the subtitle “The Year We Make Contact”.
This new year, 2010, needs to be the year your business makes contact with your customers.
Step 1: Observe Your Customers
One of the most eye opening experiences you can have is to observe your customers using your product or doing business with you.
Take some time to watch your customers and see how they interact with you and your products. The simple act of observation will highlight points of confusion, frustration, and wasted time that currently plague your business processes.
Step 2: Ask Your Customers
Ask your customers what they think of you. Find out why they decided to do business with you. Perhaps you can survey them in mass, or interview them individually.
Step 3: Listen to Your Customers
When asking for feedback, you’ll need to listen to understand. Don’t jump to conclusions, interrupt, or start day dreaming.
If you are having a conversation with customers, ask clarifying questions. With one-way communication, like a survey, re-read answers to get a better understanding of the intended meaning.
Step 4: Take Action
Compile the insights you’ve collected and then make an action plan. What needs to change? What do you need to stop doing? What should you start doing?
Acting on customer feedback and suggestions gives you a great springboard to jump ahead in your business. Take advantage of the opportunity!
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Marianne Hynd
January 6, 2010
“The year we make contact” – I like that! =)
I agree that companies will have to engage and interact with their customers more so than they have in the past if they want to retain loyalty and stay competitive.
These are all great ways to get to know and learn from your customers. Another suggestion is to get feedback online – there are many free and simple to use tools, such as Google Alerts, Twitter, and Technorati, to search for your business and find out what your customers are thinking.
Integrating the connection with customers and the feedback they provide will only prove to be successful!
Joe Rawlinson
January 7, 2010
@Marianne Good point. Gathering feedback online is essential in today’s marketplace. People are talking about your business and it is up to you to engage in that conversation.