“Seek first to understand and then to be understood.” ~ Steven Covey
You don’t need to be a mind reader to understand what someone’s thinking.
You just need to ask.
In a world where everyone’s talking, there’s one sure way to stand out.
The one thing you can do right now to get inside the heads of your customers and make them happy is to ASK THEM WHAT THEY THINK.
Job #1: Get Them Talking
Give them an opportunity to express themselves.
The best thing you can do is stop talking and listen.
We have two ears and one mouth so to listen twice as much as we speak.
We can only listen when we stop talking and start asking questions.
If you have customers…, you want to find out how you’re doing
Ask for feedback on how you’re doing using a Net Promoter Score (NPS) along with a couple of open-ended questions.
Net Promoter Score®, or NPS®, measures customer experience and predicts business growth. This proven metric transformed the business world and now provides the core measurement for customer experience management programs the world round.
The NPS Calculation
Calculate your NPS using the answer to a key question, using a 0-10 scale: How likely is it that you would recommend (your brand) to a friend or colleague?
Respondents are grouped as follows:
- Promoters (score 9-10) are loyal enthusiasts who will keep buying and refer others, fueling growth.
- Passives (score 7-8) are satisfied but unenthusiastic customers who are vulnerable to competitive offerings.
- Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
Customer success management is all about keeping customers happy. The most important customer satisfaction metric is the Net Promoter Score (NPS).
The Net Promoter Score (NPS) is a relationship survey that helps you understand whether your customers would recommend you to others.
By asking the open-ended questions, you’ll be able to better understand your detractors, and take positive steps to turn the situation around. And your promoters will be able to tell you what they like most about you. Really great information to know as you’re promoting yourself.
See Poor Man’s Satisfaction Survey using Google Sheets. Copy this and send it to all of your customers.
If you don’t have customers…, your job is to figure out what your prospects want most
Ask your prospects the single most important question, and two or three more questions to (1) segment them for fit and (2) demonstrate you understand their needs.
- When it comes to [what you do in one or two words], what is the single biggest challenge, frustration or problem you’ve been struggling with?
- Which of the following best describes (a universal need you know every one of your customers need)
- If we were to create a (product or service) that helps you (overcome your customer’s biggest problem) (and you had to choose just one), which of the following are you most likely to have signed up for, if it was already available?
- Option 1
- Option 2
- Option 3
See Poor Man’s Discovery Survey using Google Sheets. Copy this and send it to every prospect you speak with.
So that’s a great way to use surveys & short questionnaires to help you understand your customers and make them happy.