Customer Service Information |
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7 Bits Of Critical Information You Cant Afford NOT To Know About Your Customers
If you think customer relationship management is just a piece of software, you're dead wrong. Customer relationship management is about understanding your customers. It's about really knowing them as individuals, knowing what they mean to your business, and most of all, knowing what you need to do to keep their business. Ideally, you need a profile for each of your customers. Most customers will gladly give you the information you need especially if there is a small incentive. Offer them a coupon, a special discount, a gift certificate or even movie passes. What do you need to include in the profile? Other than personal information, data you track can be as detailed or as simple as you can manage. The key point is to use a process or system. Here are some basic categories of things you want to know for sure: Customer Value - How much do they spend with you in a month or a year? Top 10 or 20 Percent - Who are the top 10 or 20 percent of your most valuable customers? These are your "gold" customers. Know who they are and treat them accordingly! Why They Choose You - Why do they keep doing business with you? If you're not sure about what you're doing right, how will you know what to keep doing? Ask them! Where They Came From - How did they find you? If you know where they came from you can go back for more customers just like them! Who They Brought With Them - What new business have they brought you? Who have they referred you to? Referrals are like automatic deposits in your bank account. Find out who is making the deposits! How You Thanked Them - If you don't currently use a simple system to thank your customers, start now! Customers who feel appreciated are easier to retain, and better yet they will reciprocate with referrals. Deal Breakers - This is the most overlooked bit of critical data. If you've lost customers or just haven't seen them in a while (and it happens to all of us), find out what's going on. Most customers will welcome the opportunity to tell you, especially if something went wrong. What you don't know can hurt you! Now, compile the information, keep it up to date, review it regularly, and use it to manage your customer relationships. A simple spreadsheet, database may work just fine for a smaller business. The objective is to collect enough information and data that you can use to understand how they are important to your business. It's the same concept retailers and buying clubs use in issuing customer cards. They use the information to track customer value, buying habits, etc. Too busy to spend your time collecting information about your customers? Think again! If you're serious about competing in today's business climate, it's time to start strategically managing your customer relationships. After all, your relationships with your customers are your business. About The Author Lora Adrianse is passionate about working with highly motivated people who are ready to unleash their potential and maximize their personal and professional development. She is accomplished in developing employees at all levels, a seasoned business manager, and an expert in building solid business relationships in the workplace and with customers. She can be reached through her website www.connectionscoach.com; coach@connectionscoach.com.
MORE RESOURCES: How AI can enhance customer service The Keyword | Google Product and Technology News Opinion: If it's not dead already, customer service is certainly on life support • Asheville Watchdog Asheville Watchdog Frequently asked questions and customer service CSPI Newsroom Customer Service & Support Hillsborough County (.gov) HubSpot debuts new AI-powered marketing and customer service tools SiliconANGLE News T-Mobile Delivers Industry-Leading Customer, Service Revenue and Profitability Growth in Q1 2024, and Raises 2024 ... Yahoo Finance A Customer Service Adventure: Customer Service: It's Everybody's Business | Calendar City of Glendale, CA (.gov) T-Mobile implementing AI-powered tools for better customer service Android Headlines Poll workers emphasize election confidence, customer service • Indiana Capital Chronicle Indiana Capital Chronicle The Marriott Maze: Navigating Customer Service Over $11, When Does It Stop Being Worth It? View from the Wing Top AI Tools to Improve Your Customer Experience Spiceworks News and Insights The article discusses the use of chatbots in the self-storage industry, including how to implement the technology and ... Inside Self-Storage Oracle Leverages AI to Boost Sales Performance and Empower Service Agents Acceleration Economy Bank of Ireland to invest €34m in customer service improvements The Irish Times Rebuilding the IRS Improves Customer Service and Reduces the Tax Gap Center For American Progress The correct airline customer service numbers to help avoid scams - The Washington Post The Washington Post What Your Business Can Learn From Southwest Airlines Business.com Secrets of Great Customer Service News Channel Nebraska How did customer service get so bad? Financial Times Citizen First Customer Service City of Lynchburg Bank of Ireland announces €34m customer service investment SiliconRepublic.com Welcome to Riverside Public Utilities City of Riverside (.gov) Help! Megabus Canceled My Trip but Won't Refund the Booking Fee. The New York Times Gov't offices giving better customer service? BVI News Online Andreas & Sons values customer service above all else WGN Radio - Chicago Customer Support GE Aerospace Social media customer service statistics to know in 2024 Sprout Social MTA opens spring customer service survey to hear from New Yorkers PIX11 New York News Contact SEA Customer Care portseattle.org AI is replacing customer service jobs across the globe The Washington Post Forbes Recognizes Regions Bank for Best Customer Service Regions Financial Corporation Best Customer Service 2024 Forbes Customer Service Center - Recreation & Wellbeing University of California, Berkeley Is Consumer Services a Good Career Path? | Careers | U.S. News U.S. News & World Report Buccaneers Continue to Excel in Season Pass Member Customer Service Experience, Voted No. 1 for Sixth ... Buccaneers.com Will AI customer service kill the call centre? Tech Monitor Billing and Insurance WellSpan Health 2023 Tax Filing: IRS Improved Customer Service, but Could Further Improve Processing and Evaluate Expedited Hiring Government Accountability Office Klarna CEO says AI can do the job of 700 workers. But job replacement isn't the biggest issue. CBS News Excellent customer service in Austin, Texas, indicative of nationwide survey Transportation Security Administration What is the future of customer service in an automated world? Inside Retail Asia Porsche claims first place for customer service among premium car owners in J.D. Power Study Porsche Newsroom CFPB Issues Guidance to Halt Large Banks from Charging Illegal Junk Fees for Basic Customer Service Consumer Financial Protection Bureau DPW Wants to Know the Material of Your Water Service Line Baltimore City Department of Public Works Spectrum Mobile Ranked #1 in Customer Service by J.D. Power | Charter Charter Communications Klarna says its AI assistant does the work of 700 people after it laid off 700 people - Fast Company New customer service managers appointed to Vicksburg, Pearl, Greenville and Brookhaven areas Entergy Newsroom Chick-fil-A Ranks #1 for Customer Service—But Another Brand Is Nipping At Its Heels Eat This, Not That Above & Beyond — Individuals that provide outstanding customer service | AIN Aviation International News Utilities Rates – City of Palo Alto, CA City of Palo Alto Utility Billing The City of Vancouver, WA |
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