HOW TO LISTEN TO YOUR CUSTOMERS
HOW TO LISTEN
ASK THE RIGHT QUESTIONS
I am writing from a megasized hotel room in Nashville, where its operators are known as the best in the business. As luck would have it, we have speaking engagements in three of their company properties this week. So it is interesting to see if they are a learning corporation or stuck on one idea (albeit a very good one).
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HOW TO LISTEN TO YOUR CUSTOMERS
HOW TO LISTEN
BE A TRUSTED LISTENER
When communication has a negative consequence, or is thought to be of no consequence, it stops.
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HOW TO LISTEN TO YOUR CUSTOMERS
HOW TO LISTEN
LISTEN TO THE RIGHT VOICE…
… by asking the right customer.
In a business sense, not all customers are equal. The elderly shopper who only buys on deal may be a lovely person but cannot be considered equal to the impulse buyer with unlimited resources.
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HOW TO LISTEN
Saying that you want to listen to your customers is a nice first step, but not enough. All communications have two ends, sender and receiver. And unless the sender sends, it wouldn’t matter if the receiver had ears the size of Frisbees. Here’s what has to happen:
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How Search Has Changed Your Business
The Keys to an Effective Search Strategy
To incorporate search into your organization:
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HOW TO LISTEN TO YOUR CUSTOMERS
The universal truth is that customers want to be respected. Disrespect their time by making them wait unnecessarily, and you have committed an unforgivable personal affront. Disrespect their intelligence by making hokey offers, and boy, the game is on. Disrespect a customer by offering shoddy service or product, and you are left only with price on which to deal.
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How Search Has Changed Your Business
Doesn’t Google Show the Most Relevant Sites to Searchers Without My Input?
I was recently talking to Wired magazine senior writer Steven Levy (pre- viously the senior technology editor for Newsweek), who’s been spending a lot of time at Google researching his book, Searching for Google.6 Levy doesn’t believe that businesses should have to do anything “special” to their sites for Google since Google’s purpose is to surface the most rele- vant, useful results to the top. He compares the practice of site owners trying to in?uence this to students having coaches for the SAT exam.
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How Search Has Changed Your Business
Twenty years ago, the World Wide Web as we know it today didn’t exist. Ten years ago, only early technology adopters used search engines, and Google was a struggling young upstart. Now, over 50 percent of on- line Americans use search engines every day and over 90 percent of them use search engines every month. That’s a lot of potential customers who are looking for you and a lot of market research about what those cus- tomers want.
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When I worked at Google, I talked to thousands of business owners seeking my help and advice. To them, Google was somewhat of a black box. They knew that organic search (the unpaid result set) was impor- tant, but they had no idea how to use search data and customer acquisi- tion from organic search in their business processes.
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Bill Hicks
Video Rating: 4 / 5
