I believe this is really the key to serving your clients effectively. When you take time to evaluate your customer’s experience, you always look for ways to improve your business processes and you can find ways to capture, build and communicate that experience to others.
If you are open to customer input, you will see your company in a new light and you will take steps to improve those relationships.
Here are a few things you can do to help you evaluate customers.
Ask customers where they found your company?
- You will receive all kinds of answers like: tradeshows, social media, internet search, reference.
- In addition, I am finding customers who say the following,” I have been a client for 10 years” – Don’t forget people who have been with you for a long time, like to be acknowledged and like to sign-up for promotions too.
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- Ask people what they like or do not like about your product or service. Follow-up with a nice thank you for taking time to give you feedback and let them know how you will proceed concerning their feedback.
Talk to people
- Ask people for their input on future projects. What would they like to see in an iPhone app. If you could add a new product or service, what would it be.
Method for keeping people informed
- Do people like to receive your company information by mail, email, website, trade shows, social media. Keep asking how you can better get information to your clients. This shows you want to stay in touch with your clients.
There are many ways to evaluate your customer service. The items mentioned above involve interaction with your clients. Also consider working with your own employees and ask them to evaluate their experience. Here are a few examples:
- Have each department have an open house and show others what their department does on a regular basis.
- Lead a lunch and learn and have product/service sales people explain the company’s products
- Get away from your desk and learn more about a particular department
- Try ordering a product or service yourself. (Go undercover)
The bottom-line is the closer you are to the customer experience, the more likely you will be able to adapt, change and ultimately improve that experience.
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