Gathering customer information will help you keep in contact with your customers and it is often easier and more cost-effective to keep an existing customer than acquire a new one.
RECIPE FOR SUCCESS INGREDIENT CARD
Ingredient
Earn More Dollars With Customer Service
Question:
How to gather customer information?
Answer:
You can use customer information systems to keep customers and build their loyalty toward your business. Gathering information about your customers is a very profitable activity. Some ways of gathering this information include:
Customer surveys:
You can do this either by having a customer feedback form or by asking customers to respond to a questionnaire (offer an incentive – the opportunity to win a dinner for two).
Ask them!
A lot of information can be picked up purely by asking customers for their opinions when you’re dealing with them or during an informal conversation.
Focus groups:
Get a group of typical customers together and ask their opinions. This is a good opinion-gathering activity for new products/services or ways of improving service.
You need to ensure that customer feedback is used:
- Keep a record of all customer suggestions and feedback.
- Let everyone know when you change a customer service process or procedure.
- Thank the customer for any feedback.
- Reward customers for offering ideas and suggestions.
- Provide feedback to employees on customer feedback.
- Build customer feedback and research into all training programs.
- Measure the implementation of customer feedback suggestions and report on them.
Method
Improve your customer service to ensure your customers are talking about you for all the right reasons.
