10 Things Your Customers Wish You Knew About Them (Infographic)

There is no better way to explain the importance of customer service and your relationship with a customer, then through a few words by Sam Walton, the founder of Wal-Mart, “There is only one boss: the customer. They can fire the whole company, simply by spending their money somewhere else.”

Here are 10 simple things to keep in mind about what the customers would like you know about them.

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No One Knows Your Brand Better Than Your Customers

A brand. It is the image, memory, story or expectation that defines and represents a business or person. While many are busy defining their own brand by creating clever key messages, eye-catching logos and mission/vision/value statements, it is actually the public, or our customers/clients, that determine our true brand. This is because brands are subjective in nature. They are based on not just key messages, cool logos and social responsible mission statements, but on the actions of the business, both verbal and non-verbal. 

Brands are actually based on how a business conducts transactions, how they interact with customers and their communities through customer service, public outreach and engagement, and yes, the visuals that we see (i.e. brochures, storefronts, signage, commercials).

Take McDonalds, when you see the logo or hear the name, what comes to mind? When people were asked on the streets by McDonald reps, the responses varied and covered many areas of the business that you wouldn’t have suspected.  Keywords that were mentioned included greasy food, junk food, fast, convenience, unhealthy, to aspects of the business like factory farming, inhumane animal treatment, poor wages.

As you can imagine, the company was not happy with how the public was viewing the McDonald brand and they knew they needed to do something and quickly.  “Our Food. Your Questions” was a campaign that resulted and focused on bringing transparency to the company.  It involved asking the public to submitted their questions about any aspect of the company, and they would give you answer (the truth, so to speak).

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Brand Advocates: Who Are They and Why Should You Care?

Now I understand the realities, and not every business can afford expensive celebrity brand ambassadors for their products and services. While it would be great, it’s probably not in your budget to have your ads featuring NHL’s Sidney Crosby using your products or getting a Kardashian to make a surprise appearance at your upcoming business event. But, what a business can do is give simple recognition to customers who are their brand advocates and in return reap the benefits of a powerful marketing outcome.

Have you ever heard of ‘famous in a small town’? A brand advocate can provide a business with the best kind of promotion – word of mouth endorsement – that can almost always lead to new customers and instill a positive presence for the business in the community.

They are your loyal customers who just love your products and services. They would even drive the extra mile or spend a little more just to get what you have to offer. Brand advocates are individuals who would recommend you to their friends and family (let alone anyone), and tweet about their recent experience with your staff or post a picture of themselves at your business on Facebook.

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