Getting to know your customer

3 Ways to help understand your customers

Do you feel like you know your customers or clients? Do you know the reason they do business with you?

Bill Gates once said, your most unhappy customers are your greatest source of learning.

Your client or customer base holds so much truth and valuable information you can leverage to grow your business. Whether the thoughts, feelings or overall opinion of your business is positive or negative, they are golden nuggets of information.

So how can you find out this information?


  1. Who, what, where, why, how?

During the buying process, whether that be online or in person for services, you will find out who the client or customer is, what they are looking for and where they are based. Often enough the ‘why’ and ‘how’ are missed. Why do they want to make that purchase – have they come from a competitor company or do they have new problem they are looking for a solution to? How did they hear about you? Was it via Google search, via a recommendation or social media? Asking these questions at the start of the relationship can really help you with future clients or customers. They may have heard about you through a completely new channel you weren’t aware of! Finding this out could build an advertising strategy to gain more traction and sales and lead to future growth.


  1. Data Data Data

Hopefully you have records of your clients and customers. If this is high in volume, then you will likely have a CRM system – the information here is only as good as what you put into it. Looking deeper into this it is likely you can identify buying behaviour patterns, the main locations customers are based, and also key customer segments you can focus on that may be the most profitable for your business.


  1. If you don’t ask… you don’t get, or in this case you don’t know

Conducting customer surveys can gain real insight for you and your business. Using free online systems such as HubSpot, Survey Monkey or Google forms means that it doesn’t have to cost a lot of take a lot of time to run these surveys directly to your client base. Offering an incentive such as chance to win a voucher or free product can increase the completion rates. Keep it short and to the point to encourage completion and even follow up with phone calls (consented) to dig deeper into responses.


If you would like help in finding out more about your customers and clients, The Marketing Smith can help. We can offer guidance and recommendations to improve your buying process to discover key information or even develop and carry out surveys for you, meaning you have time to run your business.


Get in touch today and learn more about where your money comes from.