Customer Strategy is often thought of as a touchy-feely science. I like to look at it more as specific measurable techniques you can use to do things the right way, and keep customers coming back for more. Here are my success tips for creating wonderful customer experiences that any business can deploy.
1. Track a measurement that is important to your customers. - This may sound like it isn't that important, but it can change the face of your business. As an example, CD Baby is company that does this very well. As a customer of CD Baby (a company to assist small recording artists in deploying their music) instead of reporting and tracking how much money they are making, they report how much revenue they have generated for the artists that they work with. By doing this, it puts the focus on the customer, not on them. So find something IMPORTANT to your customers, and start tracking it.
2. Have a way to receive customer feedback. - If there isn't a way for customers to give you regular feedback, you are missing out on opportunities to improve your business. Good customers would rather tell you what they would like to see you improve on or help you better understand what your strengths are than go somewhere else. There are several ways you can get feedback from your customers, but make sure that you do it on a regular basis and that you do something with the feedback you receive. If you aren't prepared to do something with the data, don't start the process or you can negatively impact your customers experience. Tools like http://www.zoomerang.com/ can be helpful to help you on your adventure to get customer feedback.
3. Roll out changes your customers ask for, and tell them you did so. - Listening to your customers is the easy part, but you must make changes in your business that your customers want (which will improve the experience) and let your customers know that you are listening to them and incorporating their feedback into new products and services for them. This let's customers know that you care and will encourage others to give you feedback and it will increase the conversations we are having with our customers.
These are just a few tips that will assist you in being more successful in connecting with your customers in a more complete way. Customer loyalty isn't a project you integrate into your business, it is something that happens everyday.
What have you tried that has been successful in connecting you with your customers?
0 comments:
Post a Comment