New customer strategies for uncertain times: top ten takeaways

Last week’s Customer Strategy conference had a good mix of interesting speakers, who all delivered practical insights that the audience could implement back at the office. Claudia Hathway, editor of CCF picks her top ten.

1. Try to understand why your customers love your product enough to buy it and use that to match your service to their needs

2. Focus on continuous improvements rather than going for one huge change all in one go

3. Be innovative in the ways you reward your staff. It needn’t cost lots of money and remember that peer-to-peer recognition is especially powerful

4. Communicate your brand values to staff at all levels. If they truly believe in it you will see a real improvement in their ability to help customers and in their propensity to offer other products and services

5. Try to identify which of your customers are most likely to leave you, and then decide what to do about it based on their behaviour profile

6. Bite the bullet. If a technology or process isn’t doing what you want it to, change it

7. Give your customers as much choice as possible, but don’t sacrifice quality at each and every touchpoint

8. Get back to basics and keep it simple. Almost any strategy you come up with can be pared down

9. If you offer your customers the chance to give you feedback, make sure you tell them what you have done with the insight they have given you. This interaction should be treated like any other customer experience

10. Listen to your employees and your customers. They can offer more insight into your business than an army of consultants

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