5 questions you'd ask your customers
Why did you choose to buy our product or service first? What do you think we can do better than other companies whose products or services you buy now? What would you suggest we do to provide you with a better user experience?
The best way to learn to market your business effectively is through constant feedback from your customers. If you've never done such a thing before, you should start getting your customers' opinions as soon as possible, as one of the best ways to discover what will make you different from your competitors.
I can't tell you the number of small companies I've worked with that don't have a single idea of what a competitive advantage is until a happy customer hears it. Getting feedback is indeed a good way to do better and fill in the gaps you left behind. You can be sure that if you do not get any feedback from your customers about most of your business, it probably means that there are some gaps in the business processes you are setting up.
Here are 5 questions that can provide a great discussion environment and address your customers so you can reveal exactly what is important to you and your customers.
1. Why did you choose to buy our product or service first?
This is the most basic question you should ask for your marketing activities. It can reveal how effective the processes you carry out to ensure the return of your advertising work and your customers to your product or service. At the same time, this question is among the questions that customers may feel comfortable answering.
2. What do you think we can do better than other companies whose products or services you buy now?
As you ask this question, you will actually be trying to discover things that can differentiate you from others. In other words, this is a question where you can make the necessary effort to uncover hidden points about your product or service. In the face of this question, you can reveal words, phrases or previous experiences of your customers that you keep hearing, no matter how trivial they seem to you. For example, if your customers are talking about some features they care about in your products or services, you may want to highlight these features in your marketing activities.
3. What would you suggest we do to provide you with a better user experience?
At first glance, this may be perceived as a question for improving customer service. It might be thought of that, but the key point in this question is when will customers announce any innovation. Sometimes we keep doing something we always do, then when a customer says something like “I'm sure, if it were like this…” we suddenly and painfully realize the important innovations you can create with our products, services or processes. That's why it's important to encourage your customers to talk about the excellent experience they can get by buying what you sell.
4. Would you recommend us to others and why?
This is the most basic question to ask about customer satisfaction, because an honest response you receive in return will mean that your customer is satisfied with your product and the experience of purchasing your product. Today, there is even a consulting industry created to help people understand what Fred Reichheld calls the "Net Promoter Score" in his book "The Essential Question".
Small businesses can go through this stage deeper, begin to understand the reasons behind their inability to generate customer demand, or even discover the keywords they use to tell their customers' circles why their company is the best in the industry.
5. What would be the words you would search for on Google to find a company that is similar to us?
This is a new generation question, but it is very important to understand what this question means. If you want to have great success in online accessibility, you need to know the terms and word patterns your customers use when searching for companies similar to yours online.
However, most of the companies today are still trying to optimize their websites using industry jargon and technical terms while customers are looking for "things that can make their lives easier" on Google.
Bonus: I really care about creating strategic partnerships and networks. Therefore, another question I can suggest while getting into the habit of asking questions to your customers is "Which other companies can you recommend to your community?" the question is. If you can create a list of "the best companies in the industry" based on the answers you receive from your customers, it means that you are also preparing a list of potential partners with whom you can establish strategic partnerships.