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Better Understand Your Customers With A Few Changes

In this article, we are going to look at some of the changes you can make in your business and your approach to customers to ensure that you can start to get to grips with who your customers really are - in a way that will prove very useful.

For anyone who runs a business of any kind, the customer is always going to be a top concern. You need to make sure that you are doing what you can do to keep them happy, and that you are aiming to improve your customer service at all times. There are a lot of things that you might need to focus on for this to happen, but one of those elements which are likely to prove particularly important is that you understand your customers as well as possible. As long as you feel that your customers are somehow a foreign mystery, you won’t be able to deal with them effectively. You won’t be able to give them the best service that they deserve, and you will find marketing much more of an obscure challenge.

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So it’s essential that you are making moves towards trying to understand your customers better. In this article, we are going to look at some of the changes you can make in your business and your approach to customers to ensure that you can start to get to grips with who your customers really are - in a way that will prove very useful.

Ask Them Questions

We’ll start with probably the most obvious of all. If you want to get to know your customers better, then you need to start asking more questions of them. That is really one of the most effective means of getting to the bottom of who they are and what they want, so it is hardly surprising that you might want to incorporate this more into what you do with regard to your customer relations. What kind of questions to ask and how to ask them is another matter altogether. In a sense, this is something that you will need to discover through trial and error and experimentation, so that you can make sure that you are getting to the bottom of who they are in the most efficient way possible. That will mean that you come out the other side with a better appreciation of your customers in general, and each one specifically.

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As for methodology: you need to make sure that you are asking them only when it is appropriate to do so. So if you have just taken them on board as a client, it would be strange to grill them immediately about themselves. However, if they have just bought a product, that is a good time to send them a request for a questionnaire or survey, and you can glean a lot of information that way. When you ask them for information, you should always make sure that you are not pressuring them into doing so. Make it clear that they have a choice, and they will be less likely to simply ignore it. If you are friendly and approach them in the right manner, you will find that you get a lot more out of them here.

The more questions you ask, the more that you are going to discover who your customers really are and what it is that makes them tick. All of that is going to be useful for you in making things better for them, and in making your business much more of a joy to run too. So make sure that you don’t overlook this deceptively simple approach to gleaning information from your customers.

Empathize

Something that not nearly enough businesses do is make a point of empathizing with their customers, but this is actually something that could make a huge difference to how much you treat your customer and how happy they are. It is important not just to listen to what they say, but to make an effort to put yourself in their shoes, so that you can appreciate what it is like being them. That is particularly important when you are trying to improve a service that you offer, and you will find that this process of mentally placing yourself in their position is always going to be a useful one in order to provide the best service you can for them. By empathizing in this way, you will be able to know what they are likely to be thinking and then you can use that in order to ensure that they are going to receive much more of the treatment that they really deserve. That is clearly a very important thing that you could be doing.


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But it goes beyond just planning out a service that you are offering. You should also empathize with them when you are aiming to improve your customer service and train up your staff to deal with customers better. If you are aware of what the customer is likely to think during an exchange, then you can tailor your service to make sure that you are doing it much better. This is clearly going to lead to a much better customer service experience on the whole, all from the simple act of imagining that you are them in those situations. Empathy might just be one of your best tools available to you, so make the best use of it you can.

Collect Data

As well as seeking information from customers directly and imagining what it is like to be them, there is another, altogether more scientific, method for coming to understand your customers a little better. By collecting and collating any data that you have on your customers, you can get to a point where you understand certain elements of them better than they understand it in themselves. This is especially true if you collect data on their behaviour, their purchases, and so on. This is what Facebook, Google and the like do, although they do it on a phenomenally huge scale. Still, any business can make use of the data that is out there, and you can do so using a decent CRM like Copper.

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With a good CRM, you will be able to collect plenty of data pertaining to your customers and analyze it in an easy way. This will show you what kind of people you are dealing with in such a clear way that you are then able to tailor your services even more to suit them better. You can also make improvements to your marketing which will make it much more likely to succeed, as you get to know more and more intimately the kind of people you have as customers, and who are likely to become customers. This kind of data collection process is something that you should absolutely make a point of doing as best as you can, as it will ensure that you can get to know your customers so much better than you might have thought possible.

Identify Trends

You have some kind of a brand for your business, and that is hugely useful because it means that you are going to be able to focus on what kind of people tend to go for that brand. From that, you can then appreciate a little more finely who it is that has responded positively to your marketing and branding. Ultimately, that will give you a fuller picture of who your customers are which you might find incredibly helpful. You might even want to look at other businesses with similar brand ideas and see what kind of customers they have. It is highly likely that there is some kind of overlap there, so by analyzing that as well as your own brand you can see what kind of people you have as customers much more clearly. Identify any clear overall trends with regard to your branding, and you will find that you are able to know your customers a lot better than you might have even imagined.

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Be Active On Social

You are certainly going to want to be on social media with your brand if you are keen to get to know your customers better. For one thing, that’s likely where they are, as social media is so incredibly popular that most people are there to some degree or another. But you will find that a certain approach, in particular, is going to help you here, and that is namely being as actively engaged with people in conversation as possible. You shouldn't aim to merely market on your social channels. Instead, you should make a point of having conversations wherever possible. It is with genuine interaction that you will develop a more complete picture of your customers, through a much more organic process than many of those listed above. The more you engage with people this way, the more likely you are to really get to know who they are, layer by layer. That will make for a much easier way to deal with those people, and you will find that your business can enjoy much more success for it.

Take all of these on board, and you will find that you know your customers much better than you had imagined possible.