Debbie Mayo-Smith international inspirational motivational how-to speaker technology, time management, improving business performance
Motivational Speakers, Sales, Marketing, Time Management, Productivity, Technology, Tips

Create customer advocates

When customers complain or suggest other ways of doing things, staff often respond by defending the business, justifying and explaining why you do things the way you do. This is not what customers want to hear and it stops staff from really hearing what the customer says.

You need customer feedback

Feedback enables you to learn where you can improve the customer experience and gain a competitive advantage.

Tell your staff to respond to a customer complaint or suggestion with the following questions:

. Why does the present way of doing things not work for them?

. What would be better?

. How would the customer benefit?

Then create a means for your staff to pass that information on to you.

 


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