Two Simple Concepts for Satisfying Customers
By George E.L. Barbee One of the original Batten fellows at The University of Virginia Darden Graduate School of Business
Strategy and Business, March 20, 2017
Do you know who your customers are?
You may not always know your customers as well as you think you do and that is why customer relationships and experiences are so important. You should spend the time to get to know them and these 2 simple concepts can help:
- Get to know your highest-volume customers, especially the heavy users. They buy your products in high quantities and are worth 5-15% more than the casual customer; brand loyalty!
- Fill the satisfaction gaps. Make your experience better than the competition, giving them what they want instead of just merely satisfied. Always observe and take notes because this is where business opportunities lay.
For years, KMAC has taken in-store shopping experiences to a new level. For example, bringing the dental office to the store shelves; having dental experts educate customers about the benefits of a brand’s Oral Care products; being able to answer questions, share deeper insights and tips, and help recommend what might be best for them right at the point of purchase creates an impactful, new and exhilarating experience for shoppers! This experience helps eliminate questions and hesitation shoppers may have while trying to make a purchase with so many competing products.
KMAC is a 25 year old Business Management Consulting firm. We are People. Process. Productivity. Organizational Performance and Business Excellence are what we love. We get hired because we get things done. Drawing upon our experiences from the F500’s and the world of professional sports where we’ve worked with many of North America’s highest profile athletes, sport properties and sport franchises we help people and organizations reach new heights.
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