The One Question To Ask

If you were to ask your customers only one question, what would it be? Which one answer would tell you what you need to know to run a successful business?

The purpose of a business is to attract and keep customers and since your existing customers are worth more to you than new customers, the number one priority must be customer retention. But how do you keep your customers coming back for more? By providing them with an outstanding customer experience. This is why the topic of the moment in the business world is customer experience management. The first step to managing the experience your customers have when they do business with you in to understand what, in their opinion, makes a great customer experience. Therefore the one question we need to ask is, “What makes a customer experience a great one for you?”

If you got your staff to ask your customers that question, not only would you learn what you have to do to create a great a great experience, but you would engage them in the process and they would begin to understand why managing the customer experience is so important.

Here’s a tip: Require each staff member to ask between 4 and 8 customers that question every day for two or three weeks and to record the answers. What you learn will be both educational and inspirational and the process will take your staff another step on the journey to become customer driven.