Hey welcome back to the Six Figure Mastermind, I'm Marianne DeNovellis and
today we're going to discuss how to actually find out what your customers
really want.
Your customers want something and in order for you to be able to best serve
them you're going to have to know what it is. So how do we find out exactly what
your customers are looking for. There are several ways to do that and we're going
to talk about just a few right here in this video. The first and easiest way to
find out exactly what your customers want is to send out an email survey. Now
there's lots of systems you can use to do that. I love to use MailChimp and in
fact, we've got several tutorials on this channel on exactly how to use MailChimp.
And we've also got several tutorials right on this channel, on how to compose
surveys. What to include on surveys and what to not include on surveys. How to
word the surveys, what questions you should be asking, how have short should
the question be. We've got a lot of ideas on how to actually build those surveys
but using surveys is a super simple and super easy way to find out exactly what
your customers want. What your customers want in terms of service. What your
customers want in terms of how they want to be contacted versus you know you've
got text versus email versus phone call and many customers will want different
things. And it's a really good idea to use a CRM or customer relationship
management software to keep track of those things. Let's say that you've got a
customer that lives overseas and it's not a good idea to text them. They prefer
email. Keep track of that in your CRM and in your surveys, they will give you the
answers to those questions on how your customers want to be contacted. How they
want to be served, what they're looking for as far as products and that kind of
thing. The second way to find out what your customers want is to use social
media surveys. Now social media surveys are really great but their most
effective if you already have a social media group or platform set up. Whether
you use Facebook, Instagram, Twitter all these different kinds of surveys. All
these different kinds of platforms for social media. They each have a way to
do surveys within the social media. And the social media survey could be an
official survey platform or you could simply ask a question and put it out
there to your public. Social media surveys are so beneficial and so helpful
because not only are you going to contact your customer
base, you're going to reach beyond your customer base and find out what
potential customers are going to want from your business. It's a great way to
do some free marketing. Putting out those social media surveys and it's a great
way to really make better business decisions based on the responses you get
from potential customers and from existing customers. One of the other
great ways to find out what your customers are really looking for is to
do some social proof. When I say social proof, I'm asking you to check on your
competition. Go into your competition as a client, as a customer and see what's
really working well and what's not. You can find out from their existing clients
and customers what they're liking about that business and what they're not
liking about that business. When you send out your emails and your surveys and
your social media surveys. Ask your customers what they like about other
people's businesses. Ask your customers what they like about your competitors.
This is when your competitors become your assets instead of your liabilities.
Because you've got competitors out there you know that. I know that we all have
competitors out there. And your competitors are actually doing market
research for you. Based on how they're interacting with their clients and based
on what kind of results their clients are getting. So feel free to be a
consumer of your competition. That is going to deliver so much education to
you as far as what the customer experience is like and what their
customers want. You may find that your customers want something different from
you, then they actually want from their competitors. This is good information to
know. Maybe and you want to find out why they want out from you versus why
they want that from their competitors. Maybe it has to do with the quality of
your delivery, maybe it has to do with the quality of your product, maybe it has
to do with the timeframe in which it's delivered. This is all good information
to know. Finding out what your customers want, is pretty much useless unless you
have a way to track what your customers want and that's why having a CRM
software is so beneficial. And if you check out some other of our other videos,
you'll see how to use Infusionsoft and why that's such a great
platform for you to actually track all this information. Finding out what your
customers want, is what's going to grow your business. Because let's face it and
no matter what industry you're in, business is growing and it's evolving
and it's changing. We're getting more into technology and biotechnology and
all these different ways of looking at the world than we ever have before. So
finding out what your customers want, it's not only going to build your
customer base, it may actually be the key innovator into innovating new products
and new services for you. I mean think about yourself as a consumer. How many
times have you said, "it would be really great if I could just xyz, fill in the
blank ." Or think about just in the automobile industry. It would be really
great. And think about the first person who locked their keys in their car
or the hundreds of people are thousands of people that lock their keys in their
car after that. And they thought, "wouldn't it be really great if my keys were in
the car and then the car couldn't be locked. Now it's pretty much standard in
the industry. Let's take a more simplified model. Same industry,
automobile industry. Wouldn't it be great if automobiles came standard with safety
belts, with seat belts. I'll share with you a story. My dad grew up in the 1960s.
And believe it or not, seat belts did not come standard in automobiles. And he
actually installed the seat belts in his father's truck .Which fortunately a few
weeks later, were there because they were in an automobile accident. Now your
customer, and the thing about the customers in the automobile industry at
the time. They see this new great technology called the seat belt. Called
the safety belt. And they're going to start to want that standard in all vehicles.
And now it's it's a no brainer, of course it's in every vehicle. Because the
customers wanted it. Because it was a quality product. Because it was a no
brainer for them. So put yourself in the customers shoes. What would be a
no-brainer? What would make your business really thrive? What would be something
exciting or new or beneficial or potentially in some industries even
life-saving. Be an innovator of your own industry. Be a consumer
of your own industry. What would you want your products and services to give to
you? to benefit you. How would you like to be served by that. Really consider that
when you're growing your customers and when you're asking them, you're helping
innovate the industry. You're helping innovate your industry and other
people's industries and you're actually increasing the customer satisfaction
rate when your customers feel like they are part of the building process and the
creation process for your industry. Okay so you've got several ideas by now how
to get and hold of your customers and even your potential customers to find
out really what they're searching for and it could spark some new innovation
for you. So if that's happen, if you have any ideas for new innovations based on
your customers, dude start innovating. That's where you want to be. So drop some
questions below for some more videos . We want to know what you need. So consider
this your customer survey, right here, alright? So drop questions below let us
know what you're looking for and I'll see you tomorrow.
you