{"id":279,"date":"2012-05-06T16:26:07","date_gmt":"2012-05-06T21:26:07","guid":{"rendered":"http:\/\/blog.feedthebeast.biz\/?p=279"},"modified":"2013-06-10T14:35:28","modified_gmt":"2013-06-10T19:35:28","slug":"do-your-customers-love-you","status":"publish","type":"post","link":"http:\/\/blog.feedthebeast.biz\/index.php\/do-your-customers-love-you\/","title":{"rendered":"Do your customers love you? (Perception is not reality)"},"content":{"rendered":"

Do you know what your customers are really saying about you?\u00a0Most companies, it seems, don\u2019t. When Bain & Company surveyed 362 companies a few years ago<\/a>, 80 percent of the surveyed companies declared they were delivering a “superior experience” to their customers. But when Bain asked the customers themselves, only 8 percent agreed. That’s a huge, gaping 72 point gap!<\/p>\n

\"Customer<\/a>
\nWhat’s more, the average U.S. business loses up to half of its customers every five years<\/a>. In a typical company, customers are defecting at the rate of 10-30% per year, says Frederick Reichheld, famous for his study of customer loyalty that came to be known as the Net Promoter Score<\/a><\/em>. In contrast, it’s estimated that the best, most profitable companies lose less than 10% of their customers every five years.<\/p>\n

Assuming you know what your customers are thinking can be hazardous to your company’s health.<\/em><\/p>\n

One of the smartest things you can do is to give your customers a chance to provide you with honest, unvarnished feedback, at least once a year. A simple satisfaction survey<\/strong> using a free, web-based survey tool like SurveyMonkey<\/a> can have you reaching out to your customers in hours, and the insight you get in return can be used to: a) enhance your business model\/practices; b) retain your customers and increase your share of their business, and; c) sharpen your marketing strategy so you can more effectively attract new customers. I nominate this to go right to the top of your to-do list.<\/p>\n

0<\/span><\/a><\/div> <\/div>
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Do you know what your customers are really saying about you?\u00a0Most companies, it seems, don\u2019t. When Bain & Company surveyed 362 companies a few years ago, 80 percent of the surveyed companies declared they were …<\/p>\n","protected":false},"author":1,"featured_media":280,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[1,7],"tags":[28,30,29],"_links":{"self":[{"href":"http:\/\/blog.feedthebeast.biz\/index.php\/wp-json\/wp\/v2\/posts\/279"}],"collection":[{"href":"http:\/\/blog.feedthebeast.biz\/index.php\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/blog.feedthebeast.biz\/index.php\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/blog.feedthebeast.biz\/index.php\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"http:\/\/blog.feedthebeast.biz\/index.php\/wp-json\/wp\/v2\/comments?post=279"}],"version-history":[{"count":25,"href":"http:\/\/blog.feedthebeast.biz\/index.php\/wp-json\/wp\/v2\/posts\/279\/revisions"}],"predecessor-version":[{"id":284,"href":"http:\/\/blog.feedthebeast.biz\/index.php\/wp-json\/wp\/v2\/posts\/279\/revisions\/284"}],"wp:featuredmedia":[{"embeddable":true,"href":"http:\/\/blog.feedthebeast.biz\/index.php\/wp-json\/wp\/v2\/media\/280"}],"wp:attachment":[{"href":"http:\/\/blog.feedthebeast.biz\/index.php\/wp-json\/wp\/v2\/media?parent=279"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/blog.feedthebeast.biz\/index.php\/wp-json\/wp\/v2\/categories?post=279"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/blog.feedthebeast.biz\/index.php\/wp-json\/wp\/v2\/tags?post=279"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}