5 Key Questions for Customers #2
from Duct Tape Marketing.com – a Marketing Consultant of Startups 2/8/10 enhanced by Peter/CXO Wiz4biz
3. What’s one thing we could do to create a Better Experience for you?
On the surface this question could be looked at as a customer service improvement question – and it may be – but the true gold in this question is when your customers can identify an innovation. Sometimes we go along doing what we’ve always done and then out of the blue a customer says something like, “I sure wish it came like this,” and all of a sudden it’s painfully clear how you can create a meaningful innovation to your products, services & processes. Push your customers to describe the perfect “experience” they want, from buying what you sell.
4. Do you Refer us to others, and if so, why?
This is the ultimate question of satisfaction because a truthful answer means your customer likes the “experience” of what your product or service does for them. There’s an entire consulting industry “focus” around helping people discover the effectiveness of referrals. Businesses can take this a step farther – using Surveys or Interviews – to start understanding more specifically why they get referrals and perhaps the exact words & phrases a customer might use when describing to a friend why your company is the best. That will help you focus your “appeal” in your Marketing.
5. What would you Google to find a business like ours?
This is the new Lead Generation question, but understanding what it implies is very important. If you want to get very, very good at being found online, around the world or around the town, you have to know everything you can about the actual terms, tags & phrases your customers use, when they go looking for companies like yours.
Far too often, businesses optimize their web sites around industry jargon & technical terms when people really keep it more simple and search for “stuff to make my life better.”
Bonus: I’m a big fan of building strategic partnerships & networks. Another question I would suggest you get in the habit of asking your customer is – “What other companies do you love to refer?” If you can start building a list of “best of class” companies, based on your customer’s say so, there’s a pretty good chance you’ve got a list of folks you should be building strategic relationships with.
Comments: Are there any other questions that Businesses should ask their Customers?