Are you tuned into your customers?
Listening to your customers is arguably the most important thing a brand can do.
While it is easy to get wrapped up in budgets, quotas, product development and marketing strategies – ignoring the voice of your target market is quite simply detrimental.
Is your brand out of touch with your customer reality?
If you think you know what your customer wants, simply from internal staff feedback – this is not enough.
Independent customer research can offer great insights into your brand, your products and your services.
So, how can you start listening to your customers?
Segmentation: Keep your target customer profile up to date. Make sure you are really capturing their true voice, their attitude and any barriers to purchase.
Feedback: Whether it is face to face, over the phone, online or through written feedback – it is easy to gather information as part of your sales and marketing processes.
Online presence: Becoming active in the online community opens up a valuable dialogue between your brand and your customers. You get to hear exactly what people are thinking about your company (good and bad) directly from the consumer.
Remember above all to be objective -don’t just hear what you want to here!
If you want your business to be truly customer focused, you need to capture the customers perspective completely…
…and this means we have to stop talking and start listening.