Marketers and bloggers are always talking about the questions we should be asking of our customers.
But I think it is important to look at this relationship from a different perspective. What questions should our customers be asking us?
So here are a few to think about. And you better have a good answer...
- Do you have a very easy way for me to give you feedback?
- And can I have any confidence that you will listen to my feedback?
- Should I have a problem with your product or service, is there a process of addressing the problem easily?
- How can I easily share details about your business with people in my community?
- If I have to phone your business, will I be able to talk to a real person? Or will I be dumped into an endless maze of automation?
- What kind of guarantee do you offer?
- Do you have a customer loyalty program?
- What is your "return" policy? Are you going to make my give up my newborn?
- If I find you on social media, is it really you engaging with the community? Or is it just some hack pushing your products or services?
- If I am in your store and I have a problem, will the employee I talk with be empowered to deal with my issues?
- Is your web site easy to navigate? Is there an easy way for me to ask a question on your web site? It is easy for me to find you? Contact you?
- If your product is more expensive than the shop down the street, can you convince me as to why your product has more value?
- Are you going to spam me with unsolicited marketing crap?
- If I ask you what makes you or your product different from your competition, are you going to tell me straight? Or give me some fake answer that tells me you don't really care. Or don't really know?
So, what other questions should you be ready to answer?