Predicting customer behavior -
Suddenly the thought of the people and offer new perspectives, strategies where the customer has brought good and what you can stay in your strategies on the competitive advantage. This is an advanced strategy, but that's going on in the excellent customer service. Think about it and customize it to your current level of excellence in customer service.
It is a simple formula to predict but strategic customer behavior:
In hindsightIn addition, Insight Foresight same
As a result, the information from an index of well-thought customer satisfaction is collected. Why do people buy a particular product or to a specific place to invest in a particular property, etc.? What I knew about this experience? They would return to buy again or to find someone? Basically, these are very important questions later.
What is the Insight section of the formula?
The Peppers and Rogers Group (a consulting services company)".... In the old paradigm says direct marketing is the problem it was predicted that customers are more likely to buy product X from a customer-oriented perspective, however, the question becomes, what product (service) is no longer necessary and the customers wanted to be X. "
In other words, by tradition, a group of customers most likely to buy a specific product and identified with a data base with appropriate vendors and intelligent, and much moreChannels of advertising would be a certain number of nights or products or services sold.
In the new paradigm, companies need to know what customers will need or want them to remain competitive and to be faithful. This moves the customer service side very sophisticated extraordinary level of customer service - intuition, prediction of customer behavior.
How to build an understanding of the business needs of your customers?
Acquiring knowledge - please note, more thanadvanced strategy is not to discover what customers want to buy through your new service, etc., but on who they are, what are the most important issues in their companies who are their competitors, what are their main concerns, and so on. Knowledge is gathered in order to predict what customers want and need, as you were, what keeps them competitive and in turn to buy you true.
For example, to acquire knowledge:
Make a list of allthe way that the customer comes into contact with your company. These are described as points of contact. Customers have to call or visit your website before you buy? They call them after purchase, or during the purchase process? People come to you or hand you over to them? Their sales staff, janitors, technicians, etc.
Then:
1 Identify the key account
2 Create a file named for each account
3 Never put a list of questions appropriate to your customers at every point of their contactbusiness or personal preferences.
4 Create a dialogue with the customer, build the relationship.
Take Action
1 Send all information in a database. For large companies, there is a very good for these programs - not only for entry but also for data mining. For small businesses, sometimes people will do it manually.
2 Train your people in the art of building relationships. If you already have a company culture with excellent customer service,This will be easier, but if your company is right in front of the training or no training at all, this strategy might not know where to start. Good to learn about how and where you go.
3 They have short meetings to determine a day or more a week to discuss the results, and other information you need to get your people working on the next generation of innovative products or services that customers want and need the most important. As the relationship continues to build with yourKey customers are to share more information with you to do a better job of predicting their behavior.
Working at the extraordinary level of customer service hours to help your key accounts are more competitive in their market and true to you.
Measuring Results
The measurement of results is easier, because the relationship with your key accounts. The feedback is immediate and so are the successes or failures. Basically it lets you make adjustments account of thisthe entire process. At this point the cycle begins - acquisition of knowledge, to take steps to measure results.
The biggest surprise
In some companies today, which is based on the relationship between customer and supplier has a high degree of confidence in the customer accounts must be opened to the provider, to help predict the provider what the customer might need or want. It 'true that the world is changing rapidly from an excellent customer service.
How does the benefit of hindsight and InsightForesight same?
Foresight is to ask if we can answer this question - What is the value of your company to your customers? Really, this is a question for the local clothing store, auto mechanic, automotive, global data management centers, hotels, etc., etc. Your company is a provider of services or offers good vision?
