Source: Inc.com/ Jon Clark
Sometimes in Sales and Marketing it isn’t the complicated strategies or plans that we are most effective – it can be as simple as asking your Customers questions – this article details 5 questions you should ask every customer -Simple yet effective!
Customers are the lifeblood of any thriving business. If you don’t make new customers and retain existing ones, your business will struggle to stay afloat.
But the fact is, your business isn’t the only one out to get customers. So how do you position your business to thrive? One of the best ways to stand out from the competition is to ensure that you meet customer needs and expectations to a tee.
What better way is there to learn what customers need and what they expect from your business and products than to ask them? That’s why if you aren’t already prioritizing customer feedback, you should consider making it part of your main business strategy.
However, the feedback you get will only be as good as the question you ask. If your questions are vague and restrictive, you’ll often get lukewarm responses that won’t serve you well.
So to help you get the right kind of feedback, let’s uncover some of the most important questions to ask your customers to help catapult your business to greater heights.
1. How did you find out about us?
Marketing usually takes a big portion of your budget, so testing your strategies through trial and error will put pressure on your bottom line.
That’s why you need to hear from your customers to help see the bigger picture. Asking customers to reveal where they found you is one of the most important questions when it comes to fine-tuning your marketing strategies.
You can use the information you get from customer surveys to decide on your marketing programs like:
• Which marketing channels to pour more resources into
• The type of content that is likely to resonate with your customers
• How to get more word-of-mouth referrals
2. What is it about our business that made you choose to deal with us over our competitors?
When customers decide to buy your products or services instead of going to other competitors, you need to know why. So ask your customers to specify what attracted them to your business.
When you ask, you can learn what competitive advantages your business has over others. Perspective is everything. While you may have analyzed your strengths, you may be surprised to hear your customer’s point of view.
Once you identify what your customers value about your business, consider making that the core of your marketing messages. Moreover, when you find out the driving force behind your customer acquisition, you find ways to strengthen it.
For instance, if your customers are drawn to your business because of your customer service, you can invest more in customer service training to make your company shine in that area.
3. How would you rank your satisfaction with our product/service and why?
It’s important to find out how customers rank your products on a scale of 1 to 10. Apart from the numerical ranking, remember to include the “why” part of the question. It may help you get to the root cause of your buyers’ dissatisfaction with certain products.
If customers aren’t satisfied, it could lead to many stumbling blocks like bad reviews or customers turning their backs on your product. In fact, research by PwC shows that more than 50% of customers will turn their backs on a business if they have bad experiences, no matter how much they like the business.
Talking to your customers to better understand their level of product satisfaction is also a great source of pointers about the direction you should take in product innovation.
4. What are your biggest challenges?
Business success often boils down to how well you can solve your customers’ problems. The best way to uncover pain points is to simply ask your customers about the challenges they face.
Knowing where your customers need help will give you actionable information about your customer’s needs. Once you figure out what challenges your customers face, it allows you to understand how best you can tailor your business to solve those problems.
Plus, by asking about their problems, you show your customers that you care, which helps build trust and a solid relationship with your customers.
5. Can you mention something we should be better to improve our value to you?
Instead of constantly shooting in the dark, trying to discover your problem areas, all you have to do is ask your buyers to let you know what they feel you should improve on.
When you ask your customers, you can get helpful feedback that can enhance their customer experience. Use the feedback you get to boost your:
• Customer service
• Training initiatives (for your reps and support teams)
• Customer retention
If you get it right, your referrals and good reviews from happy customers can skyrocket your business.
What factors should you consider when seeking customer feedback?
The way you frame your questions determines the quality of data you collect. For instance, if you ask a vague question like, “Are you happy with our business?” You may get a simple “yes” or “no” response which doesn’t add much value to your strategy.
Similarly, avoid questions such as, “Of the improvements on our website, which ones do you like the most?” A question like this won’t serve you well; it may come across as leading and prideful, putting buyers off.
So how do you frame your questions when you want to get the best insights from your customers?
Here are some guidelines:
• Ensure your questions are written as clearly and concisely as possible.
• Avoid too many questions to keep your customers interested.
• Combine open-ended and fixed answer questions to elicit more detail from customers.
• Stay away from jargon.
All in all, with the right questions, you can gain valuable feedback from your customers to set your business on a positive growth trajectory.