Be Curious – What Does Your Client Really Want?
Your customers hold the key to your business buzz – but you won’t know what’s on their mind until you ask!
Have you ever wondered why your business isn’t doing as well as it could, or why you’re not getting clients or customers back after their initial purchase?
One of the best ways to uncover the problem is being as curious as that cat over there.
It’s survey time.
If you run a small business or are a solopreneur, you probably think you need a huge mailing list in order to do a survey. Not so.
Even a handful of survey results can provide the “missing piece” to your marketing puzzle.
Effective surveys can hold the key to giving your target market exactly what they want – and getting your business on track.
What Did We Do Wrong?
In a recent survey for one of our clients, 10% of customers rated the customer service they received at Zero (on a scale of 0 – horrible – to 10 being great).
The respondents who took the time to answer the open-ended question about how to improve service cited several different factors, but 90% of those fell into a broad category called: COMMUNICATION.
Complaints ranged from
- “they never called me back”
- “they shuffled me from department to department”
- “they treated me like a number, not like a person”
- they never returned an e-mail
- they said they’d do something and never did
Customer responses are one of your most valuable marketing tools. They can:
- drive your marketing materials
- improve your website copy or navigation
- lead to changes in how you process complaints
- help with training
- help you discover gaps in your own processes
Our Favorite Three Survey Types
- customer satisfaction (did you treat them like a precious gem?)
- website satisfaction (can they find what they’re looking for?) – ask how we increased customer satisfaction by a whopping 20%.
- customer carewords – the words you customers really use when searching for you.
*Surveys require a custom quote as each one is unique. Contact me so we can discuss your end goals. I can’t speak highly enough about the power of surveys. Even if you choose not to work with me on a survey at this time I encourage you to set one up for yourself. You will be amazed.
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