If you think you know your customer, think again.
Are you and your employees having a meaningful dialogue with your customers?
Not sure what to ask them?
Here are 10 questions, beyond the standard net promoter score (NPS) question I recommend everyone ask, you and your employees should be asking your customers to improve the customer experience and convert more prospects to customers:
- How did your first learn about us?
- Who else did you consider before you decided to give us your business?
- What do we do that is "different and better" than other companies like us?
- What do we not do as well as other companies with which you do business?
- What social media channels do you use?
- What can we do to provide what you would consider a "wow" customer experience?
- What can we do to save you time or simplify doing business with us?
- What should we tell others to get more customers like you?
- Can you refer us to any family, friends or colleagues that may benefit from our products/services in the same way you have?
- Will you please let us know if we ever do anything to cause you to reconsider doing business with us?
The more you, and your employees, talk to your customers, the stronger the relationship, and the emotional connection with your brand, will be.
People like to do business with people they know, like and trust.
Customers also like to help those companies that are going "above and beyond" to provide a great customer experience.
Simply by asking customers for their feedback, you're letting them know that you are concerned with what they think about you and the experience you are providing.
Having a conversation, face-to-face or via telephone, with your customers is a great way to build trust and to let them know you, and your employees, care about them as individuals.
Listen intensely and record the feedback you get, ideally in your CRM, so you're able to review the feedback you receive and use it to improve the customer experience, empower your employees and create more effective marketing campaigns and messages.
What questions do you ask your customers that generate the most valuable insights?