Getting To Know Your Best Customers

What if you don’t know a whole lot about your best customers? It happens to the best of us! In that case, your action item is to interview them and learn more about them. The more you can know about these customers, the easier it will be to sell to them and new customers just like them.

But what do you ask them?

In reality, you’re asking them for a testimonial and then some. That means you want to understand:

  • How they found your company
  • What initial reservations they had about your company
  • Why they decided to buy from you in the first place (what problems did you solve for them?)
  • Why they continue to buy from you

You can ask these questions in person, on the phone or through an email survey. While any of these methods will work, it’s always preferable to chat with your customer live so you can ask clarifying questions — and so they can volunteer any additional information that comes to mind.

Once you’ve gotten all the answers to the survey, the next task is to summarize your findings. Go ahead and do that now. What surprised you most by what you learned? Customers have a funny way of upending our preconceived ideas.

Great book for more information: 80/20 Sales and Marketing

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