There's no point providing services that are not valued by your customers. It's, therefore, important that you develop a good understanding of their needs.Some ways of achieving this are: Regularly ask your customers about your business services. Provide feedback forms for your customers to complete.
Phone or visit customers at critical points, eg after the initial sales, and ask if your product or service meets their needs. Consider using an outside agent to get feedback from your customers. Welcome customer complaints and manage these promptly and positively to avoid loss of customers and negative word-of-mouth. Keep a list of customer complaints to identify any patterns and the cause of dissatisfaction. Learn what your competitors are doing to achieve customer satisfaction.
Customer feedback is most effective when: you hear both positive and negative feedback;
you obtain feedback regularly; the feedback is focussed on what the customer wants or doesn't want.
