Perhaps you have noticed recently that many companies want to hear what you have to say. Nearly all store and restaurant receipts list a survey in an attempt to receive customer feedback. Do you wonder why? Have you given feedback to any business?
The market today is very competitive, and success depends on giving the customers what they want. Some businesses ignore this fact, and as a result are struggling to get by and stay open. They don’t realize how easy the answer to success is.
The very customers they see each and every day are the real key to success. In the past few years, I have worked with clients on customer relationship management (CRM) projects. Larger clients typically have bigger budgets, and therefore bigger CRM plans. But smaller businesses are the ones that can really use the help when it comes to customer feedback.
It is one of the easiest things a business owner can do to improve sales. It is as simple as amending register receipts to show a phone number, web site or email address where customers can leave feedback. Taking it further, you can also add this information to advertising and on product packaging. But, all you really need to know is how you can improve the customer experience.
Asking questions such as, “How can we improve the shopping experience?” or “Will you recommend us to your family and friends?” can really lend knowledge to the way you are running your business, and whether or not the customers are satisfied. In almost no time you will have feedback that you can use to improve your business.
Sometimes the answers will show you that you only need a small changes such as giving out free samples or changing your hours to please customers and keep them coming back. Some clients have found success simply staying open one extra hour per day.
The old adage, “there is a reason we are born with two ears but only one mouth” means a lot for the CRM world. Spending more time listening to what customers want is much more effective than complaining about having no business.
