7 Techniques to Understand Your Customers

Thursday, April 5th, 2012

A prior blog post called Customer Satisfaction Tip: Understand Your Customer reviewed why it was important to understand your customer and what it really meant to understand. Three company examples were included, IBM, Cisco and Apple. This post covers seven techniques and best practices to understand your customers, theirs needs, wants, wishes, complaints, concerns, and the terminology they use.

What to do with an unreasonable customer

Monday, November 14th, 2011

Seth Godin, author of over a dozen best seller books, wrote an article on unreasonable customers and why it is worthwhile to tolerate them. He also provides reasons to ‘fire’ a customer. For most organizations, the perspective is that the customer is always right. While that is true most of the time, it isn’t always. My list of when to say No to a customer is longer than those in Seth Godin’s post but they are similar.

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