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.

Gary Vaynerchuk has written an excellent book called ‘The Thank You Economy’ where he talks about the value of organizations engaging in social media in today’s environment. As I read over his book, he has some important customer satisfaction messages as well. He talks about the ‘way it was’, how the age of the automobile changed everything, the customer service center problem, the internet further isolating customers and finally how consumers have revolted and using social media, have taken back power from business.

Word of Mouth converts sales at 78%

Thursday, May 19th, 2011

Word of mouth has always been known to be the most effective mode of promotion for your product or service (positive or negative). We know that web techniques have changed the equation of how fast word of mouth can travel, from friends and family to going viral on the internet. Here’s an interesting video from American Businessman, Gary Vaynerchuk, author of Crush It, Why Now is the Time to Cash in on your Passion and The Thank You Economy, that talks about the changes in marketing, customer satisfaction and advertising.

Companies who want to foster customer loyalty and sustain high levels of customer satisfaction have to move beyond simply meeting customer expectations to delighting the customer. Why is this so important? What exactly is ‘exceeding customer expectations’. Learn how your organization can exceed customer expectations and a road map to get started now.

The recently released Social Media Revolution 2 video shows some very surprising statistics for Facebook and Youtube. Will traditional customer survey processes survive in the consumer market place?

Most Organizations measure customer satisfaction with surveys. They can be tracked, and measured and compared year over year, month over month, quarter over quarter. But what techniques are available to raise early warning flags? Three types of measurements can help: Predictor Metrics, Prevention Programs and Social media / Blogs / Complaint Sites.

Here’s an interesting video about Dell and their attitude towards Social Media and how they are going from Dell Hell to Dell Swell. Jeremia Owyang, Partner Customer Strategy at Altimeter Group interviews Bob Pearson, Communications and Conversations at Dell. Dell is using Social Media to gather product requirements, notify customers of deals, create platforms for customers to help each other and monitor social media for negatives comments. Watch the video.

On Nov 18, 2009, USA Today published an interesting article called Social Media like Twitter Change Customer Service. Customer Service is evolving due to increased expectations of customers. Customer service is being augmented using Twitter and other communication vehicles such as Youtube and Facebook. Over 50% of the Fortune 100 are using Twitter for customer service, recruiting and marketing.

How To Learn To Use Social Media In 10 Minutes

Wednesday, November 18th, 2009

Getting proper social media education is very important for your business career and your business. Without knowing how to use Facebook, Twitter, LinkedIn, and YouTube, you are cutting yourself off from multiple business opportunities.

This post contains two videos that review why your organization or business needs to be watching over social media, what its impact is, 3 major shifts in customer feedback and what you should do about it.

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