Businesses are experiencing rapid and disruptive change. However, during all of this, your business needs to ensure its delivering to meet customers’ needs.
What will keep your customers loyal:
Making sure your product is still relevant to their needs
Pricing is in line with their current expectations
Making it easy to do business with you
Brand promises are met
And clients and companies are saying positive things about the organisation.
Have you talked to your customers in the last 6 months and asked them if you are living up to their expectations and needs?
Many companies are thinking “maybe this is not the right time” to be engaging with customers. At Livingfacts we believe it is essential to be talking to them, as new benchmarks and needs are being set.
Questions we should be asking them:
How are our people delivering under COVID and virtual conditions?
Have we met your needs and expectations during COVID and looking ahead?
What can we do better?
What has changed in your decision making?
Are there new companies you are engaging with and what can we learn from them?
Would you still recommend us given the changes over the last 6 months?
Marylou Kneale has 32 years of research experience and extensive knowledge of the corporate sector. She founded Livingfacts in 2001 and has been Managing Director since inception. Over this time, Marylou and Livingfacts, have developed a core capability in the area of Customer and Business Relationship Measurement and Loyalty, as well as research into any strategy, brand and marketing related issue. Marylou has experience in all aspects of research from design, analytics, insight, story telling, presenting, sales, marketing and management of clients.
She has an enduring curiosity about people – what they think, what they say and why they do what they do.
