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The concept of “10 out of 10 or nothing” is about doing something perfectly.
It’s not just an empty saying. It’s a focus, a belief, a way of living, and a way of operating your business.
One of the first steps to deliver a 10 out of 10 service is to research your customers and know what they are saying about you. It’s a crucial first step.
Do they love the experience? Are they recommending you to their friends? Are they planning to return?
Many businesses do have some sort of customer research, a form to fill in, an email survey or a follow-up phone call after a purchase. However, this type of research is usually too much effort, so customers ignore it or the survey is asking the wrong questions.
A customer satisfaction survey is only measuring their satisfaction and does not indicate if they are planning to return and tell others about you.
If you don’t know what your customers are saying about you, how can you make improvements?
Most businesses don’t know:
-How many customers promote them to their friends
-How to drive that kind of word-of-mouth referral
-How many customers will return
Even if the business is growing, they don’t realise how much growth they’re losing because they are not measuring the customer experience.
Think of it like playing sport and not knowing the score until the game ended. That would be ridiculous, and it’s just as ridiculous for a business.
Doing research is not a one-off exercise. Like all the other measurements in business, you should repeat this research regularly. With our clients, we typically do this research every 3-4 months so they can measure, act and review in a reasonable time.
Delivering 10 out of 10 will boost your revenue and bottom line. It starts with researching your customers.