Hearing Improvement = Business Improvement

Listen for the Sounds Business Improvement!

microphone + attentionRoyal Bank says:  If you improve customer retention by 5% you’ll improve profitability by 25%.
Walt Disney says:  The customer is best heard through many ears.
Wendy Marlow says:  Give your customers many ways to tell you what they think.

  • Talk to them – often. Survey their thoughts, feelings, problems, and needs.
  • Pay attention to non-verbal feedback. Are you always their #1 choice? Are they referring you to others? Why? (Keep doing what you’re doing). Why not? (Stop doing what you’re doing).
  • Are customers dealing with you because they’re complacent or delighted? Do they view your product/service as a “must have”? What do they tell others about you?

Your job is to benchmark your current retention rate, set goals for improvement, listen to your customers, make changes, and feed the information back to them. If you’re different you’ll do that! Business improvement from the ground up!

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© Wendy Marlow, The Art of Marketing Inc. 2016

 

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