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How do you listen to your customers? Norwich Business Club October 2011.
How do you listen to your customers? Norwich Business Club October 2011.
How do you listen to your customers? Norwich Business Club October 2011.
How do you listen to your customers? Norwich Business Club October 2011.
How do you listen to your customers? Norwich Business Club October 2011.
How do you listen to your customers? Norwich Business Club October 2011.
How do you listen to your customers? Norwich Business Club October 2011.
How do you listen to your customers? Norwich Business Club October 2011.
How do you listen to your customers? Norwich Business Club October 2011.
How do you listen to your customers? Norwich Business Club October 2011.
How do you listen to your customers? Norwich Business Club October 2011.
How do you listen to your customers? Norwich Business Club October 2011.
How do you listen to your customers? Norwich Business Club October 2011.
How do you listen to your customers? Norwich Business Club October 2011.
How do you listen to your customers? Norwich Business Club October 2011.
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How do you listen to your customers? Norwich Business Club October 2011.

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A presentation given to Norwich Business Club on 4th October 2011 for National Customer Service Week. Introduction by Richard Kerrison, Presentation by Jenny Wilding of Research Plus+, Allison Maltby …

A presentation given to Norwich Business Club on 4th October 2011 for National Customer Service Week. Introduction by Richard Kerrison, Presentation by Jenny Wilding of Research Plus+, Allison Maltby of Kinesiology4health and Jason Dagless of Norfolk IT Services.

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  • Thank you Mark @ Research Plus for combining and uploading the slides and audio of this presentation.
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  • 1. How do you listen to your customers / clients? <ul><li>Jenny Wilding, Allison Maltby and </li></ul><ul><li>Jason Dagless </li></ul><ul><li>4 th October 2011 </li></ul><ul><li>Research Plus + </li></ul>Helping you listen to your customers
  • 2. Overview <ul><li>Some key findings from the survey “Do you listen to your customers?”. </li></ul><ul><li>Jason’s experience of listening to his customers. </li></ul><ul><li>Allison’s experiences of listening to her clients. </li></ul><ul><li>Some final thoughts. </li></ul><ul><li>Research Plus + </li></ul>
  • 3. Survey: “Do You Listen to Your Customers?” <ul><li>First week in October is National Customer Service week. </li></ul><ul><li>We carried out an on-line survey in summer 2010 asking businesses whether they listen to their customers and if so how. </li></ul><ul><li>The survey was a way for us to find out more about our potential customers and their needs. </li></ul><ul><li>Half day event on customer service in October 2010. </li></ul><ul><li>Research Plus + </li></ul>
  • 4. Who took part in the survey? <ul><li>A total of 167 responses. Many small businesses, including sole traders and partnerships (44%). </li></ul><ul><li>Wide range of products and services. </li></ul><ul><li>Both business to business (B2B) and business to customer (B2C). </li></ul><ul><li>84% had taken action to listen to their customers in the previous 12 months. </li></ul><ul><li>52% had a formal system to find out the views of their customers. </li></ul><ul><li>10% had help from an independent organisation. </li></ul><ul><li>Research Plus + </li></ul>
  • 5. Methods used to find out their customers’ views
  • 6. Reasons for not listening to their customers
  • 7. A Round Tuit
  • 8. Reasons for not listening to their customers
  • 9. Changes made leading to improvements in:
  • 10. Summary of the survey <ul><li>Most businesses are listening to their customers. </li></ul><ul><li>Use a wide range of methods to do this. </li></ul><ul><li>Most are not currently using a professional research company to assist them, but a third think this is the best way to find out. </li></ul><ul><li>85% made changes after listening to their customers. Most said that the changes had a positive impact on their customer service and other aspects of their business. </li></ul><ul><li>Just over half reported improved profits. </li></ul><ul><li>Research Plus + </li></ul>
  • 11. Listening options <ul><li>Four levels of listening: </li></ul><ul><ul><li>Maintain records on your customers. </li></ul></ul><ul><ul><li>Re-active listening: wait until customers complain before you listen. </li></ul></ul><ul><ul><li>Partially pro-active: provide opportunities for customers to provide feedback if they wish (feedback forms available etc). </li></ul></ul><ul><ul><li>Fully pro-active: actively seek customers’ views on a regular basis. Using systems that are suitable to your business and convenient for your customers. </li></ul></ul><ul><li>Use the information to make changes to improve your business and profits. </li></ul><ul><li>Research Plus + </li></ul>
  • 12. Jason’s experiences <ul><li>On-line survey. </li></ul><ul><li>Impartial external expertise to develop / run the survey. </li></ul><ul><li>Do not be afraid to ask – silence is deafening. </li></ul><ul><li>Confirmation you are on the right track. </li></ul><ul><li>Information for continuous improvement. </li></ul><ul><li>Research Plus + </li></ul>
  • 13. Allison’s experiences <ul><li>Email and postal survey. </li></ul><ul><li>Refined previous questionnaire. </li></ul><ul><li>Improvements in client comfort. </li></ul><ul><li>Confirmation of excellent customer service. </li></ul><ul><li>Feedback on website. </li></ul><ul><li>New testimonials for website / leaflets. </li></ul><ul><li>Improved client database. </li></ul><ul><li>Research Plus + </li></ul>
  • 14. Benefits of listening to your customers <ul><li>Shows your customers that you value them. </li></ul><ul><li>Reminds them that you exist. </li></ul><ul><li>Gain confirmation of what you are doing right. </li></ul><ul><li>Find out what needs to be changed. </li></ul><ul><li>Opportunity to increase your profits. </li></ul><ul><li>Obtain new testimonials for marketing. </li></ul><ul><li>Renewed confidence to move forward in your business. </li></ul><ul><li>Research Plus + </li></ul>
  • 15. Thank you for listening <ul><li>Jenny Wilding and Mark Barton </li></ul><ul><ul><li>www.research-plus.co.uk </li></ul></ul><ul><li>Allison Maltby </li></ul><ul><ul><li>www.kinesiology4health.co.uk </li></ul></ul><ul><li>Jason Dagless </li></ul><ul><ul><li>www.norfolkitservices.co.uk </li></ul></ul><ul><li>Email us for a copy of the full presentation on the 2010 survey: </li></ul><ul><ul><li>[email_address] k </li></ul></ul>

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