For the most part, business owners are desperately making sure they don't miss any opportunity to record every touch point customers have with the company. But then what?
在大多数情况,企业管理者都非常确定他们没有错过任何一个与顾客洽谈的机会,但这又怎样呢?
Turn your understanding of your customers into opportunities for real, meaningful connections with them. Listen to what they are really saying, not just their responses to surveys, but what they tell you when they do business (or stop doing business) with your company.
认真对待每一次与客户的接触,跟他们进行有意义的交流。认真倾听他们的真实所需,不仅仅是他们的调查意见,而是他们何时与你的公司合作(或中止合作)。
Your most precious asset, no matter what business you have, is your existing customers. You expended considerable effort to entice these folks to do business with you. So why not intensely focus on their behavior as they do business with you? Rather than comb through the endless data about them, talk to them.
不管你所处什么行业,你最珍贵的资产都是你现有的客户。既然你已经极尽全力获取与客户的合作机会,何不集中注意力与现有客户打交道呢?与其经历永无止境的数据,还是直接跟他们谈吧。
Talk to them when they arrive at your place of business. Talk to them when you deliver your service to them. Talk to them when they call. They will tell you what's really on their minds, and you can take that feedback and use it to improve their experience.
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