Get Intimate with your Customers: 4 Questions to AskPosted by sabrina
This February, get more intimate with your customers. Gathering and responding to customer feedback is an essential part of operating a business. Many brains are better than one, after all, and their responses might surprise you and lead you into unexpected but fruitful directions. Here are four questions you should be asking every customer.
Where have you heard about us?
Knowing where your customers first made contact with your brand or company is valuable for assessing the relative strengths of your marketing efforts. These days the market is filled to the brim with web traffic analytics software that can tell you, in real time, exactly where on the internet your customers came from. This is great, except that, as a small business, you might not have a high amount of web traffic, and you might be getting most of your inquiries by phone. Make sure that upon initial contact, you always ask potential customers where they’ve heard about you, and make a note of their answer.
Why did you choose us/choose to purchase from us?
This is an excellent question to ask post-purchase. This question will give you a sense of the decision making process your customers use to evaluate their purchase decisions. It can also indicate whether the positioning strategy you’ve been aiming for actually reflects how customers view your company in comparison with your competitors.
What would you have done if our company didn’t exist?
This question reveals which substitute products or services your customers would consider to fulfil the need that your company is currently serving. It’s an excellent tool for discovering competitive alternatives that you might not have discovered when conducting competitive research.
How can we better serve you?
You want to strive to continuously improve your product and service offerings to attract more happy customers. However, sometimes you may miss opportunities or worse, lose a customer because of an honest mistake or oversight. Not to worry, implementing a regular feedback process will take care of this risk for you. Don’t be afraid to admit that you’re not perfect and go ahead and ask customers what you can do to better serve them.
What questions are you asking your customers?