The old adage says that "the customer is always right." This is all fine and good, of course, but wouldn't it be helpful to know what the customer really wants instead of just blindly agreeing with them? In order to best serve your customers, you need to go above and beyond satiating their current needs. Simply answering their questions in the moment is good, but not great service. To perform great customer service, you need to know their backgrounds, their industries and potential questions that they might have in the future. In order to reach this goal of great service, you will need to get to know your customers on a deeper level than you do now. Here are the two most useful ways to do so.
One way to get to know your customers is by going directly to them yourself. You can perform this by sending out customer surveys. While you may not get the majority of your customers to fill out these surveys, they can be avenues for authentic feedback coming straight from your customers themselves. Surveys can be sent out through your webpage, email or any other channels that you use to communicate with your customers.
These surveys can include questions that highlight multiple aspects of your business. To start, try asking the customer how often they use your product or service. Right off the bat, this question can be used to find out how essential your business is to this customer, as how often they use it is typically an indication of how much they rely on it to perform their job. Then, try asking how effectively your product or service helps the customer accomplish their business goals. The customer's answer to this question will tell you how your product or service is performing its most important functions: helping your customer's business interests through getting them to their goals as efficiently and effectively as possible. A third question to ask on these surveys is what aspects of your product or service your customer would most want to improve. This will highlight your business's shortcomings as well as let you in on what the biggest needs of your customer are.
Surveys are powerful tools for you to get to know what your customers know your product or service as, how it works for them currently, and how it can improve for them. In turn, the answers your customers provide to these survey questions show you what they focus on most in operating their businesses and using your product or service.
The second big way to get to know your customers is through the use of CRM software, which stands for customer relationship management software. CRM software is primarily used to track the stages of the relationship between your business and the customer. This relationship starts from the emails you first exchange to long after a deal is closed and you are helping your customer with their products and services. Looking at helpful CRM examples shows that CRM software goes a long way in how you can earn the trust of your customers. Once you do earn this trust, it can lead to customer loyalty, recommendations of your services and more money spent on your business among many other benefits.
Using CRM software to get to know your customers better also helps your sales team in the process leading up to getting a deal done. The sales team is the primary liaison for your company when you are in talks with a potential customer, so you'll want them to be in the know as possible about what that customer's priorities are. With CRM software, salespeople have the ability to see what type of product or service the potential customer is looking for, what their biggest needs are, how much they typically spend and how much money they are currently making. Being able to see these metrics helps you reach out to customers with realistic offers for your services and makes the entire sales process more personal and efficient.
Customer surveys and CRM software are the two most useful ways to get to know your customers. When you know what your customers want out of your product or service, it will only help you evolve into providing the best user experience possible. Getting to know your customers is essential to running a successful business, and the tools that you are able to use with surveys and CRM software will help you get there.
Publish Date: April 2, 2020 2:48 AM