Some of your customers might be fine with seeing your company as just a place where they spend their money. But others, a lot of them, respond best to a two-way relationship.
If you include social media as part of your strategy – and you really should – is very important knowing your customers to really engage with them.
Ask them what they think about you
How do your company’s product or service fit within customers’ everyday life? What do they like or dislike about your product or service? How do they feel about the way you handle complaints? Why will they or will they not return?
In order to do that, you can use some survey methods to measure customer satisfaction, such as direct mail, telephone calls, or focus groups.
Remember what they told you
Ask your employees to write and share with you compliments and complaints. Analyze what your customers told you at staff meetings.
Listening is not enough. Once you know what your customers want and think about you, make the necessary improvements to satisfy them.