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Customer Service Information |
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7 Bits Of Critical Information You Cant Afford NOT To Know About Your Customers
If you think customer relationship management is just a piece of software, you're dead wrong. Customer relationship management is about understanding your customers. It's about really knowing them as individuals, knowing what they mean to your business, and most of all, knowing what you need to do to keep their business. Ideally, you need a profile for each of your customers. Most customers will gladly give you the information you need especially if there is a small incentive. Offer them a coupon, a special discount, a gift certificate or even movie passes. What do you need to include in the profile? Other than personal information, data you track can be as detailed or as simple as you can manage. The key point is to use a process or system. Here are some basic categories of things you want to know for sure: Customer Value - How much do they spend with you in a month or a year? Top 10 or 20 Percent - Who are the top 10 or 20 percent of your most valuable customers? These are your "gold" customers. Know who they are and treat them accordingly! Why They Choose You - Why do they keep doing business with you? If you're not sure about what you're doing right, how will you know what to keep doing? Ask them! Where They Came From - How did they find you? If you know where they came from you can go back for more customers just like them! Who They Brought With Them - What new business have they brought you? Who have they referred you to? Referrals are like automatic deposits in your bank account. Find out who is making the deposits! How You Thanked Them - If you don't currently use a simple system to thank your customers, start now! Customers who feel appreciated are easier to retain, and better yet they will reciprocate with referrals. Deal Breakers - This is the most overlooked bit of critical data. If you've lost customers or just haven't seen them in a while (and it happens to all of us), find out what's going on. Most customers will welcome the opportunity to tell you, especially if something went wrong. What you don't know can hurt you! Now, compile the information, keep it up to date, review it regularly, and use it to manage your customer relationships. A simple spreadsheet, database may work just fine for a smaller business. The objective is to collect enough information and data that you can use to understand how they are important to your business. It's the same concept retailers and buying clubs use in issuing customer cards. They use the information to track customer value, buying habits, etc. Too busy to spend your time collecting information about your customers? Think again! If you're serious about competing in today's business climate, it's time to start strategically managing your customer relationships. After all, your relationships with your customers are your business. About The Author Lora Adrianse is passionate about working with highly motivated people who are ready to unleash their potential and maximize their personal and professional development. She is accomplished in developing employees at all levels, a seasoned business manager, and an expert in building solid business relationships in the workplace and with customers. She can be reached through her website www.connectionscoach.com; coach@connectionscoach.com.
MORE RESOURCES: AI Chatbots Are Ready to Talk to Customers. Sort of. The Wall Street Journal Pricing, AI, DPA, Customer Service Tools; Bill Emerson Interview; Training This Week; STRATMOR CD Workshop Mortgage News Daily Samsung Electronics Canada Customer Service Wins Bronze in ‘Best Use of Omni Channel' at International CX Awards 2024 Yahoo Finance Qme secures $3M funding to streamline customer service across Africa Techpoint Africa Building Competitive Advantage in Customer Care Through AI The Business of Fashion 311 Customer Service Center City and County of San Francisco FTC Finalizes Order with H&R Block Requiring Them to Pay $7 Million and Overhaul Advertising and Customer Service Practices for 2025 and 2026 Tax Seasons Federal Trade Commission News JEA is inviting bids for 19-story downtown tower that used to be its headquarters The Florida Times-Union Consumers Demand Enterprises Modernize to Improve Ailing Customer Experience, Says Research Business Wire American Lamprecht Enhances Visibility for Air and Ocean Shipments Using Descartes Solution Supply Chain Dive Neterra Enhances Its Customer Service Monitoring System Total Telecom Women in Fintech: A Conversation About Loyalty Ecosystems in Financial Services with Becky Hill Finovate Gladly Named a Leader in Constellation ShortList™ for Digital Customer Service and Support PR Newswire QueueKiosk™: Saving Thousands of Active-Duty Man Hours & Improving Customer Service at the MPF Office Kiosk Marketplace Finally, hard data on a real-world AI business use case: It’s huge for customer service Sherwood News Liverpool reinvents customer service through digital platform ComputerWeekly.com Firm to expand customer service in Yorkshire with new service centre Golf Business News CSPI & Nutrition Action Customer Service CSPI Newsroom Textron Aviation to Open New Service Facility at Essendon Fields Airport, Expanding Capabilities in Australia Pittsburg Morning Sun Help Department of Taxation and Finance Six Game-Changing AI Customer Service and CX Strategies Hospitality Net Consumer Directed Personal Assistance Program (CDPAP) New York State Department of Health Cigna's customer-centric strategy could ripple across the sector Modern Healthcare Major AI Success Story: Giftify Achieves 40% Faster Customer Response Times with Enterprise AI StockTitan Community advocacy group accuses RG&E of shutting off service to record number of customers in 2024 Spectrum News How banks can build consumer confidence with stellar customer service Insights by Samsung Contact Us About Your Bill myclearwater.com Customer Service Center apps.tampagov.net 311 - Birmingham’s Customer Service Center City of Birmingham (.gov) DESCO's meeting held to enhance customer service and power reliability The Business Standard 70% of customer service to rely on AI by 2028: Gartner Outsource Accelerator Palm Coast Utility Department Celebrated for Enhanced Customer Service City of Palm Coast Customer Service & Support Hillsborough County (.gov) My experience as a Customer Service and Sales Intern Toby Shapiro's Experience at A.D. Sutton and Sons Chapman University Delta’s annual profit-sharing day spotlights ‘people first’ strategy The Atlanta Journal Constitution 3 Ways To Quickly Make $50 GOBankingRates Welcome to Riverside Public Utilities City of Riverside (.gov) Celebrate Customer Service Week City of Riverside (.gov) Which companies have the best customer service? Amazon, Shein, Costco among top-rated brands USA TODAY Con Edison Proposes Investments to Meet Growing Demand for Clean Energy, Enhance Customer Support T&D World Contact Reverb Support Reverb Charter Names Robyn Tolva Senior Vice President, Customer Service Reliability | Charter Charter Communications America's Best Customer Service 2025 Newsweek 8 strategies for using AI for customer service in 2025 Sprout Social Attorney General Bonta Demands Better Customer Service for Californians California Department of Justice AI for Customer Service Market worth $47.82 Billion by 2030 - Exclusive Report by MarketsandMarkets™ PR Newswire Can artificial intelligence rescue customer service? The Economist Permits–customer services King County Lifeline Support for Affordable Communications Federal Communications Commission Department of Transportation Governor Tom Wolf President Biden Announces New Customer Service Actions, Targets Subscriptions and ‘Doom Loops’ CX Today 11 key elements of excellent customer service Business.com Launch of New Districtwide Customer Service Platform The School District of Philadelphia Shep Hyken, HPU Customer Service Expert, Mentors Students and Staff High Point University Summer EBT | Department of Human Services Governor Tom Wolf |
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