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A Customer For Life
One way is to accept barter offers for your product. Maybe the person can't afford to buy your product. They may have something you could use in your business or personal life. If the barter deal isn't fair enough, either of you could add in some...
How to kick your customer service up a notch
Welcome to the inaugural issue of Human Tech Tips -- Tip #1. How do we take your customer service and kick it up a notch? This is a big question so where do we begin? As an overview, it's a given that the answer is three-fold: People, Process,...
What Do Your Customers Really Want? Ask Your Competition
What Do Your Customers Really Want? Ask Your Competition by Karon Thackston © 2004 http://www.marketingwords.com It’s not always an easy task. Sometimes discovering what your customers really want is like pulling teeth. It is imperative for...
What is an Investor Ready Business Plan
What is an Investor Ready Business Plan A Business Plan, as all good entrepreneurs starting out in life should know is the foundation, or rather a springboard, towards the establishment and growth of a new business. A business plan is an...
Who Comes First - The Customer or Employee?
The commonly held view that the customer comes first is worth a close look. Think about the last time you received less than satisfactory customer service. What caused it? Probably an employee! Either directly, bad manners and a "don't...
 
Why Conducting a customer survey could double your profits!

Customer Surveys are the most inexpensive way of generating profits, which any business could dream of. Companies like IBM used to pay their sales people, a bonus, based on the customer survey rating. But how could they really boost your profits? This article uncovers some of the secrets.

Existing customers are the life blood of every company. They have already bought from you, so they know the value of what you provide. Too often companies are not fully sure of the reasons as to why their customers have made purchases.

In order to successfully market to other similar customers, you should talk to your customers and ask them to tell you why they bought, what the purchase has enables them to do, and how they have put a value on it.

This exercise, properly done, not only helps you get testimonials that you can use in your marketing to other prospects, it also help you with two other key profit generating activities.

It reminds your customers of what you provide, and encourages them to buy from you again. Customers, who have bought before, are 5 times more likely to purchase again, than people who have not heard of you

It also gives you the opportunity to ask for referrals. These could be other non-competing companies, or indeed customers or suppliers who they might have.
It is recommended that this questionnaire that follows is conducted either in person or on the phone. People do not respond well to giving this type of information, online, by email or even in written form.

Open the call by telling the customer who you are and checking if they have a couple of


minutes. If not, find a time to call back, telling them that you are just conducting a short customer survey.

Assuming they are able to speak with you, ask the following;

1. Do you remember using our service and were you happy with it?
2. Can you remember, specifically why you used us in the end?
3. What did that enable you to do?
4. How would you put a value on it?
5. Repeat back to the customer, how they answered the last three questions.
6. Now ask them if they would mind you if you used that information as a testimonial – tell them you will email them a copy of the wording.
7. Since they were satisfied, ask them if they know anyone else who they believe would benefit from your services.
8. Thank them for their time, and finish by asking them if they would like to be on your emailing list, tell them you send out short articles and information bi-monthly.

This is incredibly powerful, obviously it will need to be tailored to your company, but it serves as a template that you can use. It shows them that you care. It also really helps you understand how customers actually use and put a value to your products and services.

About the author:
Business Owners who need more sales and better marketing advice, turn to Peter Lawless, of 3R Sales & Marketing – www.3r.ie. For previous articles and interviews like this, visit our website and subscribe to Success. We also provide free Sales & Marketing Assessments for Business Owners with an Irish Connection.



 

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