Comments on: New Customer Insight Using Oldest Form of Communication

By: Property Doc

Property Doc — Mon, 29 Dec 2008 00:02:07 +0000

@ Jerry

Yes, listening is the #1 skill that many people and companies fall short on. I 100% agree with you.

Another one is ASKING. Most satisfied customers won’t say a thing unless they are asked. So asking a customer how they felt about your product or service is the key ingredient to getting a response that we can Listen to. =)

By: Holly Buchanan

Holly Buchanan — Sat, 05 Jul 2008 14:32:04 +0000

Jerry,

I agree. Listening is crucial. There is nothing that can replace hearing from customers in their own words, whether it’s in person or in their written communicaiton.

Part of the problem is, what customers say and how they behave doesn’t always match. If you look at enough correspondence, or interview enough customers, you can start to see trends. But the best information you can gather is on how customers actually behave.

That’s why the Internet is so fascinating – you can actually measure customer behavior. Take the insight you gained from “listening” and plan experiences, then see if your customers respond to that experience. Cool stuff.

By: Jerry Loggins

Jerry Loggins — Fri, 04 Jul 2008 19:27:55 +0000

Sounds to me like actually LISTENING to the customer to find out what they want is always a good idea. Coming up with some kind of computer program to sort through it all, I’m not convinced. You need to read “between the lines” too.

Jerry

By: AgentM

AgentM — Thu, 03 Jul 2008 20:27:29 +0000

Sure it’s their nickel, but they’re so screwed up you pretty much always have the upper hand. You can keep the high res or good versions in house, so they always have to beg you (and you can bill them upcharges, while doing a bit of sucking up and pretending you’re doing them a favor by giving them what they already own – beautiful, huh?). http://www.adagencysecretformula.com