According to a recent study, by 2020, companies will be spending three times as much on the customer experience as they are today. The customer experience is about making it as easy and enjoyable as possible for your customers to work with you. A positive customer experience drives long-term relationships and value for both your customer and your organization.
Understanding WHY your client buys from you is vitally important to the success of your business. How well you know your customers reflects how solid your relationship is with them.
Do you know how your customers would answer these questions?
Do you know how your customers perceive your company? Are you a partner, a vendor or a valued external team player?
Can they clearly and easily articulate what value you add to their organization?
Do you know how they think of you relative to some of your competitors and why they choose to work with you?
How likely are they to recommend you?
At Mettacite, our mission is to help companies serve their clients well. We do this by helping our clients learn and understand as much as they possibly can about their customers, by pulling together data from many different sources, especially internal customer touch points. One of the most illuminating practices we engage in is asking our clients if they know how their clients perceive their service AND product they provide. While, our clients sometimes have an idea, more often their understanding of customer’s perceptions are pretty general and not specific enough to help them understand why a client buys from THEIR company.
Therefore, try engaging your clients and asking them why they buy from you. You might be delighted by where the conversation takes you and by what you and your client learn!
Please let us know how the conversation goes and what you learn! We’d love to hear about it!