When Customers Talk – Listen to Them
Do you know that you can grow your business and affect your bottom line, simply by listening to your customers?
It’s true! Listening is a very basic idea, but it is something that will make your business tick. It comes with discovering what your customers are experiencing, by asking and hearing what they say about your business.
Today’s customers are more vocal than ever, expressing their insights on Facebook, Twitter, blogs, review websites and more. Still, you have to know which customers to begin listening to, and which responses are worth pursuing.
This is where the challenge lies.
Most businesses neglect the opinions of their customers. Some entrepreneurs and business owners have no idea how to listen, or they think that it’s too costly and time-consuming. Some business owners ignore their clients, because they fear what they might hear, or they have no idea about how to address those feedback issues, problems or concerns.
Your customers are talking, regardless, so take the time to listen and hear what they have to say about your business practices. Make use of the many tools and strategies available regularly to keep them happy and satisfied.
How do you really listen to your customers?
Here are some ways to tune in and provide a more positive experience for your customer:
1. Customer Feedback
Customer feedback forms make your customer feel valued, since you are concerned about their opinions and feelings. Simply ask the customers what their experiences were, how they feel about the service and what they think about specific products.
You can easily gather feedback through:
- Asking customers to answer feedback forms
- Conversing with your customers online, or offline
- Adding feedback pages on your website
- Including your email or cell phone number in your receipt
- Hosting a focus group discussion
- Monitoring social media comments
2. Google Alerts
Google Alerts lets you monitor what people are saying about your business. You need to set this up soon in order to receive emails whenever your business name is mentioned on the Internet. This can easily help you track sites which mention your product or services. Through this, you can easily deal with complaints and acknowledge those with positive responses.
3. Social Listening
Social media platforms are the easiest way to learn about your customer’s concerns and track valuable feedback. This is where most of them will ask for help, and yes, make complaints. This gives you insights into the type of customers that are discussing your products and services. It even lets you respond quickly and handle any problems that arise.
4. Review sites, forums and business directories
Find time to log in and check sites where your customers will leave feedback such as Yelp, Google Places, Yahoo Local, Foursquare and more. Read the comments and respond to them. If there is a negative review, respond quickly and find ways to resolve your issue. Customers and prospective ones will be glad that they are being heard, and you’re on your way to finding a solution. Frequently check on those sites to hear what your customers are saying.
5. Talk to them yourself
Step up and do something that most business owners or big guys don’t do. Reach out to your customers and talk to them. You can do this personally or by calling them on their mobile phones.
It doesn’t always have to be about your products and services. You can talk about other topics such as, their favorite things, places, family concerns, plans for the future or anything under the sun, really. Of course, you can always find ways to ask their opinion about your business. Your customers will appreciate that you’re taking the time to listen to their thoughts and suggestions.
Listening to your customers is essential for a thriving business like yours. Continue to do this and you will always know where you are performing the best, while finding better ways to improve your business.
Are you looking for ways that you can listen to your customers? Let Pamela Finnesand, The Business Maximizer, assist you. Schedule your free Business Breakthrough Strategy Session today!
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