Monday, June 9, 2014

20 things a retailer really should know about their customers

Why is understanding your customers so important?

Happy customers spend more and are more loyal if a retailer is able to deliver an experience that meets their expectations. But get it wrong and a customer will be only too happy to take their business elsewhere. In this day and age, they really don’t have to work very hard to do so.

To win and retain customers, the question, ‘will this work for our customers?’ should therefore be the starting point for every decision, no matter how big or small.
This means understanding what your customers want, rather than what you think they want and knowing how they behave rather than how you think they behave. All assumptions should be left at the door.
Focusing on the right data and involving your customers in the planning process are therefore essential. Customer know-how is not a nice to have. It’s a necessity. 

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