Understanding and connecting with your customers…
Gives you a unique opportunity to build long-lasting relationships with people whom you want to maintain connections.
Your internal customers are likely to be people in your organisation or perhaps your team to whom you deliver a product or service.
Your external customers are likely to be people who buy a product or service from you.
Why is it good to get to know and connect with your customers?
It makes financial sense as statistically, it costs five times more to attract a new customer than to retain an existing customer.
It makes sense in a social way, it is so much nicer to do business with people who you like and respect.
Customers who feel valued and cared for keep coming back and tend to spend more money in your business.
Loyal customers become raving fans who tell other people about their amazing experience with you.
How do I get to know and connect with my customers?
Spend time talking to and more importantly listening to your customers.
Learn how to ask great quality questions.
GL connects are experts at developing and managing bespoke, telephone based, customer satisfaction surveys providing outstanding insights and feedback from customers. Jascots, a GL connects client said:
“The surveys have helped us to improve our net promoter score from 69% to 72% over two years.
The sensitive and independent nature of the surveys brought to light a number of specific issues that we were able to act on and put right which assisted in improving our business retention from 70% to 85%”.
Get to know your customers as fellow human beings, find out what do they like, what they don’t like, get to know about what they enjoy doing in their down time.