Products

Obtaining repeat business from existing customers is the primary way to succeed in business. This makes sense both financially(it costs more to constantly find new customers) and for relationship development. Traditional industry statistics indicate that 80% of your business is coming from 20% of your customers. And, most businesses, regardless of technical sophistication, do not really know who those 20% are or their level of satisfaction.

By conducting periodic surveys of your customer base, you will find out how you and your staff are being perceived, what potential "ouches" there may be in your service levels, what would enhance their relationship with you and where you may be able to find more customers like them. In addition, it provides a great way to educate your clients about new products or services or solicit new ideas from them.

Word of mouth marketing is still the best way to get new customers. Do you know if your customers are helping or hindering this marketing channel? Your common sense and understanding of your business does not equal your customers.

HBR will design an online survey covering both your critical issues and industry related issues. A summary of the results with a ranking of priority considerations will be provided.