Get on the Ground and Find Your Actual Customers
Companies that lack a detailed image of their customers are missing an opportunity to improve their competitive positioning.
Many companies, despite the integral need for information about their customers, don’t take the initiative to expand their knowledge. Customer knowledge contributes to a number of operational facets, including the sales process, the marketing strategy and many others.
What is the first step in finding out about your customers? Companies need to get out into the field. The most surprising feedback and insight will come directly from the source. When you’re in direct contact with your customers, it’s much easier to address their problems because there aren’t any barriers of separation.
Proactive steps such as these can do wonders for a company struggling with their customer service. For more information on this subject, watch the video from OpenView Labs featuring Bill Price.
The customer service agents on your team—whether you’ve got one or 1,000—are the frontline of your business. They impact your bottom line, attrition, NPS and more, and it’s time we enabled them to be exceptional in their customer interactions and careers.
Making customers succeed is a business-wide responsibility that requires contributions from each function.