What do you know about your customers?

I saw this post from Simplenomics linked to by Maria at CustomersAreAlways. The question is very interesting. What do you want to know about your customers? I talk about learning about your customers quite a lot and try to stress its importance. Look at the things that Maria would want to know:

  1. Do they spend any time online and how much time?
  2. What are their favorite colors?
  3. What time of the day do they buy from you?

These are interesting (and very different questions). I’m not sure if I would ask these questions, but companies should have things they want to learn about their customers in mind. You can and should ask your customers questions. If they don’t want to give the information to you, they won’t. If they tell you to stop asking, stop. Some common questions that companies like to ask customers:

  • Birthday/anniversary dates for the customer, spouse, and children.
  • Interests
  • Favorite places to go/stay/eat/etc.
  • Do they have any pets?
  • What they prefer to be called (Mr. Smith, Bob, Bobbo, etc.)

Knowing things like this collectively makes a big difference through little things. Sending a card on a special day (discussed here) can really make a customer happy and let them know that you are thinking about them. Calling them by the right name never hurts and knowing about what interests the customer is a great way to start conversation.

The questions that Mike at Simplenomics asks are good things to know. I’d suggest checking out his list and seeing if you can come up with any questions that might be good to ask your customers. A lot of the information that Mike would want to know can be gathered through some crafty surveys. Some of the information, companies already have.

The more relevant information you know about your customers, the more you can use it to customize and tweak not just the customer service experience, but entire product experience as well. This can lead to more satisfied customers, and in turn, more repeat business and referrals.

For example, if I knew a majority of my readers would prefer to read posts on the weekend, but not Tuesday or Wednesday, I could write on Saturday and Sunday instead. However, I haven’t surveyed my readers yet – but keep in mind, I’m always open to suggestions.

Try to learn about your customers. It will be worth the time and money.

One Response to “What do you know about your customers?”

  1. Meikah said:

    Oct 30, 06 at 4:59 am

    Hi, Doug! Well, I just celebrated my birthday early this month, and I was again greeted by Globe, my mobile phoneline. I’ve been receiving birthday greetings from them for the past 3 years. Cool!