If we don't seek out customer feedback, we'll never know what leads to satisfied customers. If we don't know what creates satisfied customers, increasing customer loyalty will always be guesswork. Some insights: - It costs between 5 & 25 times more to acquire a new customer than to retain existing ones. - The greatest source
Sometimes it IS a 6, Sometimes it IS a 9, & Sometimes it ISN'T either, it's something else quite entirely. Being open to the idea of seeing things from another perspective at the very least helps us to check our thinking and may even present valuable opportunities. Think, where we'd be without the 'failing' post-it
Figuring out who your customer is can be tricky. Many "customers" are not the people who place the order or pop that packet of cereal in the shopping basket. The real customer is often hidden or has multiple-heads where the decision to buy is a team effort. Unless you get to grips with who your
When was the last time you tried on your customers' shoes? Have you navigated your own website recently? Followed your user instructions? Contacted your customer service at the weekend? If you're ever in doubt how to create value, simply figure out how to make life better for your customers. Then focus on that!
When people say their product / service is for "everyone" what they're really saying is it's for "no one in particular". If you're Coca Cola that's fine, but assuming you're not there are massive gains to be made by being clear about who your customer really is. So figure out whose problem you have the
The journey a customer takes from first hearing about you, to trusting you is rarely brief. It's easy for customers to fall through the cracks along the way, they might lose interest, get frustrated, or perhaps someone else snaps them up along the way. One useful way to make your customers' journey as smooth and
You can get peoples' opinions easily, but you don't get the truth by simply asking for answers. You reveal it by understanding the right questions to ask, by really listening (by muting your agenda) and trusting actions over words. Watch what people do, don't just believe what people tell you. Organisations that succeed 'get' their