Faced with a long-term client that wasn’t buying our latest ideas, we were a little tired of redoing the same ad for 15 years, a cohort got this bright idea, let’s do some research. Bingo.
A pricey research report was out of the question. But we had a telephone.
With a list of 150 customers, we developed a list of questions and made calls. Our findings weren’t earth shattering, but they were helpful in developing a truly client centered message. The process brought us, the client and the customer closer together. Now we had a page to work on, a target to reach.
Often due to lack of funds and time, those of us in small business neglect market research. Post purchase surveys are fine, but have a low response rate. On-line surveys have a lower response rate. Being pleasant callers, we had an almost 100% response from our randomly selected sample.
The knowledge gained by this do-it-yourself project has convinced me that at least twice a year, every business should conduct a real person telephone survey of customer satisfaction and purchase reasoning. Even a small sample will help to refine your marketing and business models immeasurably. The more senior the callers, the better the information is going to be,; because a partner can ask follow up questions that a lower level employee might not think of. Also, try to find a way to reach a sampling of people who didn’t purchase the product, say those who called for a consult and didn’t convert, because they offer good insights as well.
It’s not expensive market research, but it works.
Want to know what makes your customer tick? Just ask.
Howard Henson & Associates, Inc.
Marketing - Grapic Design - Web Design - Printing - Laminating
Larry Henson, President In Business Since 1974 405-471-4888
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