Client feedback is pure gold, but how often do you ask for it? When you take time to listen to what your clients think, you can make their experience better while also making sure you’re meeting the needs of new clients. Plus, people want to know their opinion is valued. One study shows that 77% of consumers view brands more favorably if they proactively seek and apply customer feedback.
Asking for feedback also lets you know what sets your business apart from others. Bestselling author John Jantsch says it’s such a great way to learn your competitive advantage that he recommends surveying a handful of clients every month.
What do you ask them? Read on. We’re sharing Jantsch’s suggestions in this issue of PromoPro Daily.
1. What made you choose our promo company? According to Jantsch, this is a good baseline question for your marketing. It can get at how effective your advertising, message and lead conversion processes are working.
2. What’s one thing we do better than others you’ve worked with? With this question, Jantsch says you’re trying to uncover a true differentiator. Don’t be satisfied with a vague answer like, “You provide great service.” Instead, try to get the specifics of what they enjoy about working with you. Look for words and phrases that keep coming up. When clients explain what they value about what you do, Jantsch says you may want to make this your core marketing message.
3. What’s one thing we could do to create a better experience for you? This might seem like a customer service question, but by asking it, you could uncover an innovation. Jantsch says you never know when a customer will say something like, “I sure wish we could do this.” Suddenly, you know how to provide meaningful innovation when it comes to your products, services or processes.
4. Do you refer us to others, and if so, why? According to Jantsch, this is the ultimate question of satisfaction. You can go further by understanding why clients refer you and look for the exact words or phrases they might use when describing why your company is the best.
5. What would you Google to find a business like ours? This is the new lead generation question, Jantsch says, and it’s important to know why. He says too many businesses optimize their websites around technical terms or industry jargon when they should really be using the actual terms and phrases clients use.
Don’t get so busy chasing new business that you forget to request feedback from your clients. The insights you gain by asking a few simple questions can help you improve your services and uncover new opportunities.
Compiled by Audrey Sellers
Source: John Jantsch is the founder of the Duct Tape Marketing Agency Network. He’s a fractional CMO, speaker and bestselling author.
