Is your business organized to meet customer needs effectively and efficiently? Is your management team focused on meeting customer needs? Are you having an impact on the customer? What do they believe about your company? Have you asked them? Your customer beliefs about your company affect their actions which has a direct affect on your revenue. As a business owner, you need to know what your customer believes about your company and your staff.
I had a client who said that he was afraid to call his customers because he was not sure what they thought of the service he was providing. He was essentially waiting for them to call him with an order or a complaint. But wouldn’t it be better to know whether you are making a positive or a negative impression on your customer before they decide to take their business elsewhere?
Unfortunately, my client is not alone in this approach. Many business owners are waiting for their customers to call, but usually customers only call with a problem. Remember: If you are not talking to your customers, your competition probably is.
- Focused Communication: The only way to truly know how your customers are feeling about your product or service is to seek them out and talk with them. The process of communicating, inquiring about your service and how you could make it better, will create positive results. Focused communication builds relationships that can provide some grace when there is a problem. Create opportunities for two-way communication with your customers to proactively build those relationships and learn how they think.
- Customer Experience: The customer experience is everything. How well do you understand your customers’ experience with your company? Have you ever shopped your own company to discover how they treat the customer? Are you working on making it easier for your customers to do business with you? Revenue growth is an ongoing, proactive activity that requires constant outreach to your clients and customers.
- Results: Successful business is all about positive results. Customers care less about how you go about meeting their needs and more about the benefits and results they gain by using your service or product. Are you exceeding your customers’ needs and expectations? In today’s competitive marketplace it is important to delight your customers. Meet needs and solve problems in such a way as to make it unthinkable for them to go elsewhere. The only way to do that is persistent communication with them.
If you need help increasing your customer impact, give us a call. We are experts in business growth. 503-312-3145