Do you know what your customers think about your business? Do you want or need to know? Believe it or not, people won’t always tell you what they actually think if you ask them directly, but they will share that information with a third party.
Kiwis don’t always like to give honest feedback for fear of upsetting or disappointing. We can all relate to going out to a café or restaurant and being asked ‘how was everything’. To which you reply ‘fine’ or ‘great’, even when it wasn’t.
So how do you as a business owner overcome this hurdle and gather honest and insightful feedback from your customers? That’s where I can help. As an independent and experienced voice, I can ask the questions that you may struggle with and extract the real answers that you may not get from your customers.
Customer research gives you answers, but if you don’t get it right, you will get results that provide little or no value to you or your business. You need to understand what information you want to get from the customer before you start, so you can go about it the right way, ask the right questions, get the right answers and make the right decisions.
Armed with these insights, you can identify where to direct your resources to better meet the needs of your customers. Going back to the café example, rather than speculating if there is an issue with the menu, the environment or atmosphere, the staff and service, the food and beverages, with insightful feedback the café can make specific changes to key areas that customers want and that will make a significant difference.
I can hear you saying my customers love me, so this doesn’t apply to my business. I’ve heard that too, and I’ve yet to find a business, company or organisation that I haven’t been able to help. It starts with a conversation, from which I can advise on an approach to answer the questions and issues that will unlock more potential in your business. It can be as simple as a few conversations with key customers, to ask how things are going. You’d be surprised how many customers appreciate having their voice heard, and what it says about you as a business owner.
Your contact is:
Phil Dunbar | Market Knowledge Ltd
M +64 21 809 304
P +64 9 242 1661
E phil@marketknowledge.co.nz