Taking a step back from the cut and thrust of business life really helps you understand where your business is now, how it got there and what needs to change for you to thrive in challenging market conditions.

Really understanding your customers is a key element of this business review process. When customers feel taken for granted they rarely complain ….. but if another company offers them services similar to your own they will be more receptive.

How can you minimise the chances of your customer switching suppliers?

Never assume that your customer is happy! Talk to them regularly. Ask them:

• What is it that you really like about our products or services?
• Is there anything you dislike about the way we do business?
• Could you name up to three ways in which we could improve the way we do business together?

Get feedback - this is important:

• It provides real insight into why customers really buy from you.
• It promotes an honest exchange of views which builds trust.
• It enables you to take the right actions to retain clients and help your company grow – even in a recession.

And customers like to be asked.

It makes them feel valued and involved.You can easily conduct your own customer survey - just think carefully about the questions you ask and don't be tempted to make it a sales pitch! However, customers may feel they can be more honest talking to an independent third party. This is where we have helped many of our clients. We have the key skills, experience and tact to undertake this extremely important function in a manner that will provide maximum insight and benefit to your company. Let us know if we can help.

Want to find out more? Try one of our marketing main courses >>>

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