Reviewing your customers will help determine how they’ve reacted to the launch of your business. You’ll also find out what they like and don’t like, and could change, update and improve to better cater to their needs.
It’s important to keep track of your customers and their behaviour, so that you can work on predicting their needs, staying in touch with them, and improving the relationship.
Developing a customer database is one way to do this, and will help you to:
- know where your customers are from so you can target these areas with marketing
- record what people are buying, or what services they’re getting the most use out of. You can then get an idea of the complementary products or services you might be able to add. Bundling products or services together can increase sales, as long as customers also have the option of buying those products separately1
- keep track of when your customers are buying as well as how much they’re spending. It helps you target your most frequent customers with offers and discounts, when they’re likely to buy again, and when you’re the busiest
- use accounting software to track your sales information and trends. This way you can get an overall picture of activity. If you don’t use accounting software, consider Xero, Reckon and MYOB. All three can integrate with the NAB Business Everyday Account.
Understand their likes and habits
Information like sales trends tell a story. But to really know your customers, try talking to them directly about what they’re buying, the services they’re using, and why.
Staying in constant touch with your customers on platforms like Facebook or Twitter can be highly effective. These and other social platforms are changing the way we access, consume and receive information.
You could run face to face focus groups and online or email surveys too. Plus, don’t forget the most effective method of all – just talking to them.
When customers are in your store, on the phone, or you’re at their home providing your service, engage them in conversation. Find out what they like and don’t like about your business, as well as new products or services they’re hoping you might include.
Gathering information like this means you can personalise your products and services and it will help you better respond to the needs of new customers.