Assessing customer likes and dislikes
January 9th, 2007
Three great questions to ask every customer (from Artie Issac):
“What, if we stopped doing it, would make you love us more?”
This seems odd, but it’s much easier to stop doing something than to start doing something new.
“What, if we stopped doing it, would make you leave us forever?”
Again, what should we never stop doing, rather than what more should we do for you?
“What would you tell your best friend about us?”
This teaches you something about how you are positioned in the world. Often, we’re too close to our own products and services, and so might not see our strengths and weaknesses from the vantage point that really matters — the perspective of our customers.
I’m thinking this would make a great e-mail to members.
One Response to “Assessing customer likes and dislikes”
1Ron Shevlin
February 11th, 2007 @ 9:08 am
yes, those would be great questions — of course, most firms would screw it up by forcing recipients to select answers from a set of prompts, so the firms can hear what they WANT to hear.
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