Do you think customers rock? I do. So does Becky Carrol:
Do You Want My Business?
Times are tough. Competition is fierce. Customers have high expectations. With all of these factors in play, businesses can’t afford to treat their customers with anything other than respect and great customer service. If you aren’t sure whether you want your customer’s business or not, take a step back and look at it from their perspective. Here are some tips to make sure you are ready to meet and exceed customer expectations.
Hire a mystery shopper to check out all aspects of your customer’s buying experience. Notice I didn’t say your sales experience; again, you need to look at it from the other side of the table!
Talk to customers who have purchased from you recently. How was their experience? Were their needs met? What could have been better? You might not want to hear all the answers, but if customers aren’t happy, they probably won’t keep buying from you. Even worse, they could say bad things about you to others.
Get your best customers to come in and meet with you and your sales team (or do it via phone conference). It gets sales teams all jazzed up to hear positive feedback from customers, and you will get ideas on what works in your customer’s buying experience.
Create customer profiles of different customer groups and their needs. Make sure your sales team understands how they are unique and how their sales approach should change in each instance.
Train sales in WOW customer service and relationship building techniques. Customers should be viewed as people, not transactions.
Too much to think about? Simply put yourself in your customer’s shoes and take one step at a time.
We at Creative Fusion Media think Customers Rock too. Social media is one key aspect of creating one to many communication that allows you to get inside the head of your customer and to help their thoughts tailor your products and services.