Listen, Learn, and Adapt

What’s the best way to know if you are giving your customers great experiences? Ask for their feedback! Most businesses that we talk to have a good sense of the customer experience through the selling cycle as they spend a lot of time understanding their lead flow, pipeline, and early customer experience. They spend less time thinking about their customers’ post-purchase experiences.

Most customers don’t speak out if they’re mildly dissatisfied or just a little put off by something. This is because we’ve accepted being treated in just an “okay” way. As the business owner, you probably know when a customer crisis erupts in your business that requires your immediate attention—and that’s as it should be. But do you know the minor things that bother your customers? Do you think a mildly bothered client is going to refer a friend? Probably not.