Episode C3.004 Understand Customer Usage (User Friendly & Results)

IBGR - RESULTS Radio Network. Everything a business owner needs to start, grow or exit a business. Come grow with us.

Introduction
Good day and hope you are looking forward to a productive week.
This week we are announcing our new community - The Community of Commerce for all insiders. Everyone who has JOINED US and become an inside we are moving off of the weebly web platform to a community site on Tribe. 

This will provide an opportunity to share information, ask questions, and gain support for starting, growing, or exiting your business.

It is our version of the Chamber of Commerce - what it could have been instead of what it has become. This community has one goal - your success as a business owner to build generational wealth for your family. That growth will create more and better jobs in your local community.

It is a stand alone (outside the control of the arbitrary large providers) platform that provides entrepreneurs and business owners a space for the free and open exchange of ideas.

As a member of IBGR's Community of Commerce you can:

1. Follow other users including the OnAir Talent and Executive Team at the station.
2. Ask and answer questions about starting, growing, and exiting the business from our OnAir team and each other.
3. Follow any member of the Community to stay abreast of their latest business insights as well as building your own following.
4. Start discussions to stimulate input from other members of the Community.
5. Create and vote in Community polls.
6. Post and comment on posts and blogs.
7. Access and share content entrepreneurs and business owners can use.

We built this beyond the reach of the 'masters of the universe' so you can speak your mind.

On a closing note, if you want to know what drives everything we do - checkout this article: usatoday.com/story/tech/2020/07/23/yelp-says-half-restaurants-brought-down-covid-19-wont-reopen/5492283002/

And that is just restaurants - what about everybody else?
Have a great business week.
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Show Objectives
Today’s show is taking a look at how intimate you are with how your customers and how your product and services are exactly used?" When your customers use your products or services, what is the expected outcome? This is all about understanding why your customers buy from you and we will be looking at it through their eyes.

This is why you, as the business owner, need to focus on understanding customer usage: According to research cited by McKinsey, organizations that leverage customer behavior data to generate behavioral insights outperform peers by 85 percent in sales growth and more than 25 percent in gross margin.

Here is a great article for more information on understanding customer usage: https://blog.hubspot.com/service/what-is-customer-experience

Key Issues
Owner Perspective: 

1. What results does the customer expect our offer will provide? 
2. How do they actually use it - what are the conditions of use? 
3. How user friendly is our offer for them to use under actual conditions?

What You Need to Know
A remarkable customer experience is critical to the sustained growth of any business. A positive customer experience promotes loyalty, helps you retain customers, and encourages brand advocacy. Not receiving enough value from a product or service can be a leading cause of churn. Knowing and understanding your customer usage is critical to the growth of your company. Your goal is to make the experience user friendly and give them the expected results you promised - or was perceived as a promise - by your customers. 

What You Need to Do​

1. Analyze customer satisfaction survey results.
2. Identify rate and reasons for customer churn.
3. Ask customers for product or feature requests.
4. Analyze customer support ticket trends.

Shows
Previous: EPISODE C3.003 ALIGN SALES PROCESSES WITH CUSTOMERS

Next: Episode C3.005 Characteristics of Best Customers

Written by Donna Kunde

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