35 Posts Found

1. How urgent?
2. How frequent?
3. How complex?
4. How mobile-driven?
5. How profitable?

Author: Willy Braun | Source: The (Ultimate) Guide for Marketplace Analytics | Subjects: Customer Questions, Sales Questions

1. Is the project led by a small, focused team that has relevant experience and is mentally prepared to tackle common innovation challenges, such as rapid changes in strategic direction and significant resource constraints?
2. Has the team lived with, shopped alongside, worked next to, or otherwise invested enough time with prospective customers to develop an empathetic understanding of them?
3. In considering new ways to serve these

… [ Read more ]

Authors: David Duncan, Pontus M.A. Siren, Scott D. Anthony | Source: Assessment: Should We Pursue This New Project? | Subjects: Customer Questions, Management Questions, Project Management Questions

• Can we create a reliable story around what we do?
• Can we create symbols, rituals, or culture around our offerings?
• Can we create and mobilize tribes to help our cause?
• Can we leverage the power of every individual within our company to humanize our brand and create more passion around what we do?

Author: Francois Gossieaux | Source: The Seven Myths of Hyper-Social Organizations: Why Human 1.0 is Key | Subject: Customer Questions

Look at the customer requirement and ask searching questions about why the customer will buy from a business point of view. Here is a checklist.

• What is the customer’s business objective for this campaign?
• What critical success factors declared by the customer does this campaign address?
• What benefits both tangible and intangible will the customer derive form a successful implementation?
• What are the rough costs of all the

… [ Read more ]

Author: Ken Langdon | Source: Step-by-Step – Sales Campaigning | Subjects: Customer Questions, Sales Questions

• How many customers does your firm have? How many customers do you really have?
• How do these customers differ in terms of their value to the firm? For example, how many one-time buyers did you have last year? How many customers accounted for half of your revenue last year?
• How many customers who bought your products last year can be expected to buy from you this year?
• What

… [ Read more ]

Authors: Bruce Hardie, Michael Ross, Peter Fader | Source: What Do You Really Know About Your Customer Base? | Subject: Customer Questions

While most large companies are still in the early stages of developing a fully integrated marketing organization, we’ve found that the following questions are the most important ones to answer:

1. Are you thinking about customer journeys rather than just touchpoints?
   The starting point for delivering value, not just talking about it, is understanding the end-to-end journeys your customers take to accomplish a task, such as buy

… [ Read more ]

Subjects: Brand Questions, Customer Questions

Real opportunity exists to create differentiation and set new “community standards in honoring the spirit of personal privacy and property rights while enhancing and protecting the value of a brand and enterprise. Some policy questions to be considered:

Transparency

• Do customers understand how our company uses the data gathered from their interactions and transactions?
• If customers knew the full extent of its use, would they agree to it?
• Does

… [ Read more ]

Subjects: Customer Questions, IT Questions, Marketing Questions

The potentially all-knowing capabilities of companies and organizations that collect data raise questions.

• What are an individual´s privacy rights given the particular and dynamic dimensions of the digital world: the amount of data, the real time processing of and actions taken based on the data?
• Should there be limits as to how data can be collected or used?
• Who owns the data?
• Who should benefit from the value it

… [ Read more ]

Subjects: Customer Questions, IT Questions, Marketing Questions

To determine how well an organization exhibits respect, leaders can ask the following types of questions:

• Recognition respect: Do we know who our customers are? Does our market research treat customers simply as numbers or does it reveal their values, wants, and needs? Do we understand the cultural context?
• Evaluation respect: Which customers can we best serve? Are these our current market segments? How can we treat

… [ Read more ]

Subject: Customer Questions

1. How are you going to handle the problem for the customer? Think about an immediate solution, delivered with the right attitude and a sense of urgency that will restore the customer´s confidence in you.Photo: Gene Selkov/Flickr (Creative Commons)
2. Why did it happen? Do an analysis to determine why this happened.
3. Has it happened before? If it has happened before, why did it happen again? Do an analysis

… [ Read more ]

Subject: Customer Questions

• Can we create a reliable story around what we do?
• Can we create symbols, rituals, or culture around our offerings?
• Can we create and mobilize tribes to help our cause?
• Can we leverage the power of every individual within our company to humanize our brand and create more passion around what we do?

Source: The Seven Myths of Hyper-Social Organizations: Why Human 1.0 is Key … [ Read more ]

Subjects: Customer Questions, Marketing Questions

• How many customers do you have? How many are repeat customers? How many have only bought once?
• How many customers have you lost in the past year?
• How many customers have you retained in the last year?
• Do you calculate the Life Time Value (LTV) for each of your customers? Do you calculate profitability for each of your customers? If so, do you then grade them according

… [ Read more ]

Author: JoAnna Brandi | Source: Numbers, Numbers, Numbers | Subject: Customer Questions

Design

• What is our mind-set about complaints?
• What do we want to accomplish with our service recovery approach?
• What experiences do we want our customers to have when they give us feedback?
• What guidelines should we follow when handling complaints?

Measure

• What are our goals and

… [ Read more ]

Subject: Customer Questions

CustomerSat offers a list of 2000 sample customer survey questions that could be useful as you contemplate crafting your own questionnaires.

Author: Patricia Seybold | Source: Perfecting Your Profiles | Subject: Customer Questions

• How often do you interact with each customer?
• How often does the customer interact with you?
• How frequently does the customer purchase from you — tracked by channel and across channels?
• When was the last time they purchased or interacted with you?
• What is the value of the average order they’ve placed with you?
• How is that order size changing over time? How many categories of your products

… [ Read more ]

Author: Patricia Seybold | Source: Perfecting Your Profiles | Subject: Customer Questions

Adding Value

• What do your customers value?
• What criteria do your customers use to determine value?
• What do you do that your customers value most? Least?
• Where is customer perceived value migrating?

Customer

• Describe each of your customer segments?
• What benefits are each of your customer segments looking for?
• What customer segments are growing the fastest? The slowest?
• Why do your customers defect to the competition? Why do they stay loyal?

Consistency

• Describe

… [ Read more ]

Author: Michael L. Perla | Source: What Are You Trying to Accomplish? | Subject: Customer Questions

There are two ways to take this test. As an employee, you can use it to gauge the strength of your loyalty to your current employer. Customers can also complete the survey; the results provider a sense of how loyal they feel toward a particular company.

1. My company really cares about building a relationship with me.
2. My company values people and relationships ahead of today’s profit.
3. My

… [ Read more ]

Author: Fred Reichheld | Source: Satisfaction: The False Path to Employee Loyalty | Subjects: Customer Questions, Human Resources Questions

• How do we learn from customers what they need? 
• How do customers see us now? 
• Do you treat different customers differently?
• Do you create a learning relationship with your customers?
• Do you keep your customers?
• Do you organize around customers?
• How much time do you spend with customers?
• Is that more or less time than the answer for last year?
• Is your company able to get a 360-degree view of customers

… [ Read more ]

Author: Katherine Catlin | Source: Partners For Innovation: The Ultimate Competitive Edge | Subject: Customer Questions

• Do you know what your customers really value most about your product?
• Do you know what irritates them about dealing with your organization … or your competitor?
• Do you know what problems they will face in the years ahead? And what future competitive challenges you can help them overcome?

Author: Katherine Catlin | Source: Partners For Innovation: The Ultimate Competitive Edge | Subject: Customer Questions

Take a moment and imagine that you are one of your company’s customers. Fill in your company’s name in the blank and read each statement.

1. [ _________ ] is a name I can always trust.
2. [ _________ ] always delivers on what it promises.
3. [ _________ ] always treats me fairly.
4. If a problem arises, I can always count on [ _________ ] to reach a fair and

… [ Read more ]

Authors: Benson Smith, Tony Rutigliano | Source: Salespeople Who Engage Customers | Subject: Customer Questions