Many business people run their operations almost for their own benefit. They forget at the end of the day, without a customer, they are nowhere. Someone once said "if you don’t want your customer, someone else will".
It is therefore vital to ensure your business has a focus that is completely on the customer. You need to know what he or she likes and doesn’t like about what you do and the way you do it.
Many business people we meet assume, almost with arrogance, that they know the answer to this question. Of course, it’s almost impossible to be sure what your customer thinks and too often, you only find out what your customer really thought once they have gone.
One way to tackle this is to obtain regular customer feedback. Businesses are already realising the value of this, making use of questionnaires and other customer feedback methodologies to find out more about the customer experience. If you would like to find out more about how our BDU can help you construct a customer feedback programme, please contact Janet Lindo.
Specifically, we can assist you with the running of a Customer Advisory Board (CAB). Many customers are reluctant to give objective and honest feedback directly to their supplier. In recognition of this, we provide a service whereby we facilitate an open and frank discussion with your customers without you present. You’d be amazed at the response that customers have when invited to such a session. Just merely receiving such an invite has a dramatic psychological impact on customers who suddenly feel that you are genuinely interested in their needs. When we run a CAB, the whole session is recorded and we follow it up with a detailed strengths, weaknesses, opportunities and threats analysis (SWOT) to provide you with considerable material for changing the way your business operates.
If you would like to find out more about running a CAB, please contact Janet Lindo or Antonella Orru
For more information, contact our Business Development Unit