Whatever your product or service, the key determinant of your success is the quality of your customer relationships. The perceptions and opinions of your customers matter.
It's critical to listen to customers--to learn what their perceptions and opinions are. But listening is only the first step in proactive customer engagement. Listening through surveys, telemarketing, and social media creates many opportunities to engage with customers to strengthen relationships. For example, you can validate their feelings. You can let them vent. You can find out what's important to them. You can obtain reviews that might influence new prospects. You can thank them for their loyalty. You can explore other needs that they have.
Customer relationships are the crux of the matter. That's why we specialize in the science of proactive customer engagement--for any industry where customers matter.
