1-Dec-08 5:00 PM CST

Focus On Your Customers Needs

Keep your business strong during a slow economy. While it is normal to strategize on how you are going to identify new client acquisition, don't forget to also look inside your existing customers as a way to grow. A good way to do this is by conducting a satisfaction survey.

There are 3 key reasons for contacting your customers:

Make sure they are pleased with your services and if they are not, find out why
Let them know you appreciate their business
Determine if there are additional services that you can provide to them

Retain Dunlap Marketing to do a customer satisfaction survey and we will ask your customers how you are doing. You need to know the answers to these questions. A key value in having us do the work is it allows your customer to be completely honest with a 3rd party company conducting the survey. Plus, we employ professional staff and we guarantee we will complete the job in a timely fashion.

We recommend utilizing both email and telephone calls to communicate with your customers, making it convenient for them to respond to the survey. By combining both email and telephone calls, we will reach more of your customers and therefore complete more surveys.

By properly wording the survey Dunlap Marketing will ask satisfaction questions at the beginning and opportunity questions at the end. Don't be surprised if you are able to pay for the survey project by selling additional services into your customer base.

Typical Process

Define goals and objectives of the survey
Create the survey questions
Upload your customer database
Inform your customers that Dunlap Marketing will be contacting them to ask satisfaction questions (usually done via email)
Launch the email based survey and allow time for your customers to respond
Launch the telephone calls into customers that did not respond to the email survey
Deliver lead opportunities as they are identified
Compile customer answers into a summary report
Present summary findings

Items that influence pricing include the total number of questions that you want to ask in the survey, the number of customers you want us to contact and the number of attempts made into each customer trying to get them to answer our questions.

Normally we recommend having the survey period open for at least 3 weeks. This allows your customers every opportunity to respond to our requests. Usually it takes 5 business days to setup the project and about a week to summarize and prepare final reports. Therefore, allow approximately 5 total weeks before you receive the final report.

For more information contact Mike Dunlap at (281) 496-9870 ext 140 or email miked@dunlapmarketing.com

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