The third Thursday of every quarter is “get to know your customers” day. While many of these “days” in the marketing calendar can feel a bit silly, whether there is a day for it or not, it’s sometimes good to reflect on some of the seemingly obvious things we can do to improve our client relationships.
I was asked to put together a few key points that I believe can help anyone get to know their clients a little better.
1. Sometimes its easy to launch into a sales pitch, or jump right in to offering solutions. By asking "What problem are you looking to solve" you may find that the solution they were originally seeking is not actually what's best at all. Asking this question gives you an opportunity to showcase some other products or services you have on offer.
2. Are you speaking to a new client looking to move to your services? Find out what it is about their current provider that they are unhappy with. It might not just be price! This not only gives you the chance to find out what makes your clients tick but will help you evolve your own customer service, product catalogue and service proposition.
3. It goes without saying that you should listen to your clients. Practice active listening, take notes while your clients are talking and formulate a clear, insightful response before answering. Remember, this interaction may be your one chance to seal the deal.
4. Finally, ask for feedback. Don't be afraid to say "did we cover everything you needed on this call?" or "Is there anything else I can do to help today". This gives your client the opportunity to share anything else they may need, even if they hadn't considered it at the start of the call.
We asked Alexander Dias, our Customer Experience Manager, what he thought were the key ways to get to know your customers best.
Here are some of his key insights 🤝
What are your top tips for building stronger customer relationships? Let us know in the comments below 🗨️
#GetKnowYourCustomersDay #Telecoms #CX
