This may sound like a silly question, but how many times have you asked yourself this when you have been dealing with a business lately?
How many times do you think “Are they really listening to me?”
Too many times, it feels like businesses simply don’t listen to their customers.
They have procedures and policies in place which seem to put the customer at the bottom of the list of importance instead of at the top.
There are so many hoops you have to jump through as a customer to get served.
Think about the last time you called a business, especially utility businesses! First you have all the “Press 1 for this, 2 for that and 3 for something else”. Then giving all those details such as where you were born, your pets middle name and your shoe size! All you wanted to do is ask a simple question…
I recently wrote about a great customer experience I had with my bank in branch. However, the reason I had to go into the branch was that I couldn’t get to ask my question through online banking without going through a barrage of irrelevant questions.
I understand that there are security protocols to be observed, however, sometimes I just wish I could speak to a person!!!
How many unnecessary hoops are you making your customers jump through to do business with you and how much business are you looking because of it?
As customers, we want life to be simple…
Start by taking a look at your customer journey.
- How can you simplify the interactions and make them more customer friendly?
- How many steps can you remove without adversely affecting the customer experience?
- Are there perhaps more choices that need to be added to help your customers get the best results from their interactions with your business?
If you’re answer to these questions is “I don’t know” the answer is simple…
Ask your customers for their opinion on their experience with your business and how you make make that experience a delight and not a disaster.
Your customers will be really grateful that you have taken the time to ask they opinion and it shows that you care abut them.
However, it’s not enough just to ask their opinion, there is one more very important step that you must take and that is…
There is nothing that will damage your business faster than asking your customers for the input and then totally ignoring their responses.
You need to be seen to take action.
So, decide that not only will you ask your customers for their opinions, but you will take action on the feedback you get from them and implement changes that surprise and delight them.