Do you know what customers want? Have you asked them recently?
To find out you could, of course, invest in a focus group. Or you might contract with a marketing research firm to launch a big survey.
Or you could log onto a social network.
Social networks like Facebook, LinkedIn and Twitter are ideal platforms for asking customers simple questions. Polling features are available for many social media networks but SMBs might just ask a single question in a to-the-point post or tweet. Here are examples of what various businesses might ask:
- What one thing would you change about your most recent experience with us?
- Was there one thing you loved about your last experience with us?
- What was most frustrating about meeting with an [attorney/accountant/consultant/etc.] for the first time?
- Did you find what you were looking for during your last visit?
- Would you be interested in a customer loyalty program?
They are super simple questions, but the answers will help you glean insight and generate ideas for improving customer experience. For more guidance on putting social platforms to work for your small business, check out the free Social Strategy1/OfficeArrow webinar Social Media Secrets for Small Business.
Image courtesy of Chris Baker at www.sxc.hu
[...] you using social media to ask customers what they want? Pizza Hut in Southern California is. They used a Facebook Question on their Page to engage fans [...]