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Informative Articles

5 Tips for a Safe Online Job-Search
Conducting a job search using the Internet has definitely transformed how jobseekers contact hiring companies. The availability of copying and pasting a text version resume into a form at a company’s website has laid the foundation for an easier...
Customer Service and Call Center Outsourcing, What's The Buzz?
The buzz is all about customer service and call center outsourcing, also known as BPO (Business Process Outsourcing). According to Gartner, the outsourcing market in Europe has grown with over 6%, BPO with 10%. The market for offshore...
Customer Service For Huge Profits
Customer service is the most vital asset for a Business, whether it is online or offline. It's the critical factor which determines if your business has a future or not. There are two vital components to every interaction you have with a customer ...
How To Make Sure Your Customers Still Trust You
The stock market is still on a wild roller coaster ride. Trust in business is at an all time low. Do your customers still trust you? Here are seven ways to help you make sure. 1. Go the extra mile. Under promise and over deliver - a time...
Writing The Book On Great Customer Service
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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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