Monday, January 9, 2006

Marketing and Customer Feedback

Customer FeedbackMarketing is the way to find new customers and keep old customers to be our lifetime and fanatic buyers. Jay Abraham wrote book "21 Power Principles of Business Builders Who Get Rich", and make one time customer into lifetime buyers is one of the principles.

We already try our marketing strategy and it's work. What we do then?

I usually called by customer service of some company I registered with their services, like telephone, cellular, internet, bank, and some other services. They asked me what I feel after join to their services, and what company have to do to improve their services. They also ask me why and what makes me join to the service. Of course I only join to a service when I need :D

Customer feedback is one of the way to get information to improve marketing strategy. We cannot measure quality of our company marketing techniques without customer feedback. We can make more sale, but what is value added after customer receive our product? And can we make sure that our old customer will back to us to add new order after they receive our first delivery?

Create a question list to your customer and ask them what we can do to them to improve our services. With doing it, you already start to receive customer feedback to improve marketing strategy and also company services.

And also remember that customer feedback not also limited to the answer list of questions we have asked, but also we should know how our product or services used by them after delivery. Customer can 'lie' that they satisfied with the product, but they tell the truth when they use it, about how they use the product.

What I think about customer feedback in marketing?

We can measure our marketing result with sales data, but we cannot measure our marketing future strategy without customer feedback


Oskar Syahbana said...

That's probably easy to deal with on a service company but we may find some difficulties when dealing on a B2C businesses. I mean, take Unilever for example, they spend quite sum of money to get their customer's feedback through their hotline number by giving away many free stuffs (and not to mention the cost incured to have the hotline service its self).

rendy said...

yang enak itu, berbisnis B2C dengan pola C2C, jadi kita seolah2 menjadi konsumen yang menjual produk milik orang lain, padahal produk itu milik perusahaan kita sendiri..

biasanya konsumen lebih senang berbelanja dengan sistem ditawari teman, bukan oleh sales atau dilayani oleh CS

taty said...

aku tertarik dengan tulisan mu. sebagai pemasar kita bisa mendapatkan sejumlah informasi mengenai bagaimana posisi perusahaan kita saat ini (pesaing, bagaimana keinginan konsumen, bagaimana posisi perusahaan dalam industri tersebut, dst). perusahaan membutuhkan sales person yang mampu manyaring sejumlah informasi dari konsumen, sehingga bisa meningkatkan strategi bersaing perusahaan.
aku punya kumpulan artikelnya. selamt bekerja di papua... semoga Tuhan selalu bersama 'kitorang'.

Wahyu said...

Hehehe, memang banyak sekali hal yang harus dipelajari mengenai strategi marketing, tinggal kita memposisikan perusahaan kita seperti apa. Saya harus lebih banyak belajar :D

pulsa murah said...

Berkunjung menambah ilmu & persaudaraan. thanks ya buat infonya. Semoga sukses. Salam kenal dr Adi

120mm fan : said...

i am just amazed of how much free stuffs you can get on the internet*~*

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