Putting your customers first should not just be an empty echo of a marketing campaign you once saw. In it’s simplest terms it should be about building healthy relationships with your customers.

SURVEY: Are you putting your customer first?

Welcome to 'Do You Put Your Customers First' survey.

 

1.

There is a clear process for escalating customer complaints.

Question 1 of 20

2.

I keep each of my customers fully up-to-date on new products and services.

Question 2 of 20

3.

Each of my products and services solves/aid a specific customer problem.

Question 3 of 20

4.

I track objective measures of customer success.

Question 4 of 20

5.

I make all the information customers need readily available online.

Question 5 of 20

6.

I use Google analytics to stay up-to-date on my customer audience(s) and their purchasing behaviour.

Question 6 of 20

7.

I understand the key decision points in my customer buying process.

Question 7 of 20

8.

Some customers are worth listening to more carefully than others.

Question 8 of 20

9.

I incorporate recent customer feedback into new product/service design processes.

Question 9 of 20

10.

I access potential risks to my customers when making any major business decision.

Question 10 of 20

11.

My social media marketing campaigns target precise customer segments.

Question 11 of 20

12.

I regularly review all my customer processes and initiate any necessary changes immediately.

Question 12 of 20

13.

I understand the needs for most, but not all, my target customers.

Question 13 of 20

14.

Any customer complaint is still an opportunity to make a good impression.

Question 14 of 20

15.

I collaborate with key customer representatives on their renewals and any new business propositions.

Question 15 of 20

16.

I know the features that encourage customers to purchase from me - compared to my main competitors.

Question 16 of 20

17.

I stay abreast of long-term competitor developments in order to plan for my future customers' needs.

Question 17 of 20

18.

When I am over-stretched, I recognise the need to proceed with customer meetings which I haven't prepared for.

Question 18 of 20

19.

I take steps to educate my customers about technological developments in our industry.

Question 19 of 20

20.

All my employees understand how their work links to our customer satisfaction.

Question 20 of 20


 

In order to do this, you will need to make sure you understand your their needs (as with any relationship).  As this can become quite tricky, make sure that you not only use the right tools for this but know how to interpret these.

How can you put your customer first?

Firstly, create an avatar or persona of your customer. This will help you in understanding them much better. Not only will it give you a clearer picture of how to address your their needs. It will also be indicative of where you’ll find your customer. Which social platforms they hang out in and what their tastes are.

Secondly, make sure your whole team, from IT to Human Resource, have a customer focus.

Promote transparency. Even though you might not be able to grant a customer’s request, when they understand the reasoning and feel heard and understood, they will be able to accept this much easier. Transparency is key to creating trust.

Be persistent in your problem-solving. One method in which to approach this is the 5 Why Technique. It was developed by Sakichi Toyoda and used by Toyota. This technique, in essence, involves asking at leat 5 Why’s to what caused a problem. Subsequently to explore the cause-effect relationship underlying the problem at hand.

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