Do you know what your customers think of you?

Jim blue shirt open neck cutdownAnalysts believe that the companies that will benefit in the upswing are the ones who ask the difficult questions and respond appropriately.    How do your customers rate your company and service, your value? What could you be doing to get more business from them? Do they think you care? In my experience companies that don’t know the answers to these questions can’t develop the most effective strategies for Sales, Marketing and Product Development.   Most of the successful companies we work with have mechanisms to measure customer satisfaction, including:   • Surveys  both face-to-face and online • Web tools including chat and email • Feedback from sales and support staff • User groups • Customer forums   What do you think? Are you targeting customer service where it will have the biggest impact? Or are you still spraying and praying?  >

3 replies
  1. Michael Ohajuru
    Michael Ohajuru says:

    Knowledge management used to cover this area and a company’s sales force was the source for this kind of information what’s changed ?

  2. Jim
    Jim says:

    Michael, nothing’s changed in that using feedback from the salesforce is still best practise. The issue is that many companies pay lipservice to the idea but don’t actually practise it. Worse, there are still many companies which don’t have any formal process to enable their own sales, marketing and support staff to contribute this kind of information. I believe that to make it work companies need to employ both carrots and sticks – typically if everyone doesn’t do it, no-one does

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