Revealing the secrets of the great Columbus, it is safe to say that the architecture of customer relations is a powerful tool for improving products and services. However, not all companies have a reliable process for establishing such a connection. Moreover, many businesses simply do not know how to properly use the precious data they receive from customers.
So how do you build the customer connection and use their feedback to improve your products?
That is what we will talk about today.
Customer categories
Dive into the diverse world of customer connection, where individuals are categorized into intriguing clusters: the unfazed neutrals, the beaming satisfied, and the disgruntled dissatisfied. Remember that these connoisseurs of your company have already savored your offerings, making their connection to your brand invaluable and worth nurturing.
Unlock the secret to an exceptional product by diving deep into your customers’ journeys. Explore their satisfaction levels, unearth hidden pain points, and assess how efficiently recommendations are utilized to enhance the user experience. This insightful approach fuels success for current and future clients, propelling your offering to new heights.
Discover the secret to turning disgruntled clients into loyal brand advocates! When customers offer their valuable insights, it’s crucial to address their concerns and revamp your product for a grand relaunch, ensuring sky-high sales figures. Statistics reveal that businesses which swiftly rectify flaws with the help of customer feedback achieve the magical transformation of converting dissatisfied patrons into satisfied, devoted supporters. Just show them you genuinely care!
Statistically, those companies that quickly eliminate shortcomings through customer connection in their products and services always turn a portion of unsatisfied customers into satisfied and loyal ones. One has only to show them that their opinion is very valuable for the company.
Dive into the fascinating world of client classification, where we unravel the intriguing categories of promoters, liabilities, and ill-wishers based on their intriguing ratings in response to a pivotal question. Uncover the hidden secrets behind each group’s behavior and preferences, as we delve deep into the professional art of customer analysis!
“Rate from 0 to 10 how likely are you to recommend our company?”.
And then the same clients were asked only one clarifying question:
“Please state the reason for your rating.”
Open customer connection always reveals the true reasons for their joy or dissatisfaction in customers. It is with the help of open questions that you can understand how to improve your product.
Be sure to try one of the methods above. You are guaranteed to get a lot of new ideas to improve your product. But just as importantly, you will be able to understand what makes your customers unsatisfied.
Are all clients worthy of attention?
When a customer connection who behaves inappropriately – always criticizes and has never used your products, the reviews of such customers will be useless to you. And their only purpose is just to hook you and make you feel uncomfortable.
There is a good example on this topic
Despite what is often said by people who have not experienced Apple products firsthand, research shows that those familiar with their use overwhelmingly appreciate the high quality of design and functionality. For many customers, cost is secondary to the overall value and enjoyment offered by these cutting-edge devices.
Do you think this kind of customer connection is good for Apple?
But there is another category of people whose reviews are vital to you – these are the customers of your competitors.
If you and your competitors have very similar products and services, it is very important for you to know why customers do not buy from you. Often you can customer connection and learn from these buyers what your product lacks so they can use it and how your product is inferior to the competitor.
How to turn criticism into quality recommendation?
Your key job is to turn customer communication (including criticism) into a tool to improve your products. To do this, you need not just to receive laudatory or angry reviews, but to understand what specific mistakes you are making.
Let’s look at 2 steps to turn criticism into useful advice.
The first step is to understand and help the customer formulate their criteria for judgment and explain in detail why (in their opinion) your product does not meet those criteria.
You do not agree with the client, you just clarify what he means by his review. The following clarifying questions will help you with this:
You did not like customer connection ?
What exactly do you not like?
Could you give examples?
Could you point out an element of the product or service that you don’t like?
What do you think could have been done better?
The second stage is problem questions
You can check with the customer: if you solve this problem, whether he will continue (or start) using your product. You may be able to find additional issues.
If a person agrees that when you fill in the gaps in your products or services, he will use them, and you will receive an actionable recommendation.
In any case, your goal is to end the conversation with an awareness of the next steps and actions. The client may still be skeptical, but at least you will know exactly what needs to be done to improve your product.
