How to listen to what your customers say
Posted: Wed Jan 29, 2025 7:15 am
Provide ways for your customer to provide you with feedback – that is, to give you feedback on what happens before, during and after the sale – quickly and easily. To do this, they need to be able to quickly find your email, a WhatsApp or Telegram number and also your social networks to post comments or send private messages.
And now comes the trick: in addition to providing these means, you need to genuinely listen . And your customer only feels truly heard when you read and respond vp administration email database quickly, apologize for any mistakes that may have occurred, and provide solutions to the problem they are presenting.
How can you apply what you hear from your customers to your marketing strategy?
Gather everything your customers have said that isn’t working or needs improvement and find ways to solve these bottlenecks as soon as possible. This will require a good dose of humility and flexibility to change established processes – but it will result in a lot of trust gains from your customers, who care more about the solutions you offer to their problems than about your ability to provide perfect service.
Always be very careful when analyzing and understanding what your customers are saying. Often, the real problem is not clear from the feedback you receive. So don’t hesitate to ask additional questions until you get to the bottom of the issue.
Also relate the data you receive from each of them to identify if any process in your company (such as the delivery part, for example) is presenting more frequent problems.
Another important tip is to keep track of all your customers' after-sales service, separating them into categories with different needs. For example, you can separate customers who have just arrived and made only one purchase from those who are already loyal and have been with you for a long time. While the former need encouragement to stay, the latter are already in the phase of receiving some bonus for their loyalty.
And now comes the trick: in addition to providing these means, you need to genuinely listen . And your customer only feels truly heard when you read and respond vp administration email database quickly, apologize for any mistakes that may have occurred, and provide solutions to the problem they are presenting.
How can you apply what you hear from your customers to your marketing strategy?
Gather everything your customers have said that isn’t working or needs improvement and find ways to solve these bottlenecks as soon as possible. This will require a good dose of humility and flexibility to change established processes – but it will result in a lot of trust gains from your customers, who care more about the solutions you offer to their problems than about your ability to provide perfect service.
Always be very careful when analyzing and understanding what your customers are saying. Often, the real problem is not clear from the feedback you receive. So don’t hesitate to ask additional questions until you get to the bottom of the issue.
Also relate the data you receive from each of them to identify if any process in your company (such as the delivery part, for example) is presenting more frequent problems.
Another important tip is to keep track of all your customers' after-sales service, separating them into categories with different needs. For example, you can separate customers who have just arrived and made only one purchase from those who are already loyal and have been with you for a long time. While the former need encouragement to stay, the latter are already in the phase of receiving some bonus for their loyalty.