By George Obst, Certified SCORE Mentor

No matter what business you are thinking about starting, or operating currently, you will need to keep customers happy to be successful. Most businesses grow from very happy existing customers along with adding new customers.
How can you accomplish this?  It’s simple, really. Although it may sound unthinkable, put your customers in charge of running your business by seeking their feedback and making changes to improve your operations, products, and services based on what you hear.

Most important, talk to your customers and ask these four questions:

  1. What are your needs and expectations of us?
  2. Which of these needs and expectations are most important to you.
  3. How well are we meeting these needs?
  4. How can we do better in meeting these needs?

In addition to these questions, if your customers use competitor products and services,  you can ask how well your competitors meet your customer needs compared to you.  Don’t be afraid to seek out competitor information from the best source of competitor intelligence, customers!

Any well thought out and written marketing plan should include a section on how often and what you communicate to customers in addition to the normal day to day communications.

Getting customer feedback will help you develop an improvement program that will “lock in” your customers to your products and services.

If you develop a specific communication format and follow it, you will “delight” your customers, increase your customer retention rate and increase your sales and profits.

Get more information (at no charge to you) by contacting SCORE at 602 745-7250 or clicking here.  You will be put in contact with a SCORE mentor who will help you start your business or grow your existing business by advising you on the essentials of better planning to avoid the mistakes that many new or existing business owners make.

George ObstGeorge Obst is a Certified SCORE Mentor with more than 30 years experience profitably managing and growing businesses, including start-ups, purchasing, financing, and selling businesses.




How to Create a Customer-Driven Business