There have been quite a few economic downturns over the past 20 years. Not as bad as the current one, maybe, but they shook us up, too.
Each time as the economy recovered, some companies bounced back better than others. When they were asked how they navigated the economic storm so well, the companies inevitably said they used the time during the downturn for two things:
- Training their staff
- Getting to know their customers better
When the economy began to recover, they were ready on all fronts.
Getting To Know Them
Do you need to know your customers better? Do you know what your customers think of your company, what they think you are doing well and what could use some attention? Do you know whether/how often they turn to competitors rather than your company?
Is it time to review your Customer Satisfaction research?
– We don’t do Customer Satisfaction research. There’s never been a better time to start. It can be one of the least expensive types of research – and you can often use results immediately to make positive changes!
– We do a study every few years and it’s not time. Changes in the past year may be a good reason to consider varying from your schedule. A lot has changed in the world. Do you know if your customers’ attitudes toward your industry/your company are among those changes?
– We do customer comment cards, but we don’t get many back. Either your organization is “perfect in every way” or the program has gone stale. Maybe it is time to take a look at the program and how it is being implemented to see if it can be made more vibrant and actionable.
– We only have a few customers. Some B2B clients have told me this. If you already feel you know your immediate customers well, perhaps offering to partner with them on a Customer Satisfaction study of their customers might be useful for both of you right now.
Everyone has customers. It never hurts to think about what you can do to keep them or improve your relationship with them.
Let’s discuss your customer satisfaction research needs and affordable options that you may want to consider. I will be glad go over your current program with you without cost.
Jacquelyn Nerren
Marketing & Research Counsel
1960 N. Parkway, Suite 1206
Memphis, TN 38112
901-725-1728
#1 by Shelley Baur - August 25th, 2009 at 11:55
Jackie, this is an excellent, timely article — never more relevant than today. I like your new format, too.
Two people come to mind, so give me a call and I’ll get you connected.
shelley
#2 by Chris Berry - August 26th, 2009 at 15:09
You make good points, we are finding more new clients this year than ever before, as many old ones disappear.
Site looks great, love the photo - looking over the rims!
Have you been to our new facility yet? Thank goodness we took your advice and rejected the Clark Tower as parking just got impossible as they closed off the upper floors to the public!
#3 by denaa - August 28th, 2009 at 11:10
Jackie, this looks great! You are a ROCK STAR!