You don’t need an inner-city address, Caren will help you tackle money matters in the ‘burbs, through a better understanding of all the important issues – investing, superannuation, budgeting, tax, insurance, mortgages, gearing, shares, managed funds, small business, food, home, fashion, travel, and much more.

A fun and entertainingly educational forum, specifically designed for Australian “suburbanites".

Monday, September 9, 2013

How to find out what your customers want (what they really, really want...)

I own a business, work full-time, and there are currently 10 people living in my home.  Now I'm not complaining, I wouldn't have it any other way, BUT I definitely don't need any unnecessary stress or complications.  For this reason I like to keep things simple wherever possible.

One of the things I believe makes me unique as a business adviser is I don't feel the need to make myself look clever with overly complex business concepts.  If I have the answer, I'll give it to you straight.

So can I answer the question about what your clients or customers really want?  Absolutely!  And it's so simple that of course you already know it, but a reminder never hurts...

The answer?

Drumroll please.....

"Ask them".

Your customers/clients are the only people that truly know what they want from you and your business.  More importantly, you should be looking at your customer base and determining the ones you really enjoy doing business with - your target market - and actively finding out what it is that they value, or would value if you offered it to them.


Online or paper surveys are a quick and inexpensive way to get feedback from your customers/clients. Just be aware that surveys of this nature generally only receive a response rate of around 20%-30%.

A far more effective feedback forum is a Focus Group or Client Advisory Board.  This involves getting a cross-section of your existing customers together and discussing how your business could be even better.  It's incredibly powerful, because it lets you know:
  • What your customers and clients feel and think about your business and what you do.
  •  What your customers and clients really want from your business (rather than what we, as owners think they want!) and how to improve it from your customer's point of view.
  • What you need to do to significantly improve your business.
  • The 'hot buttons' to use in your sales and marketing to make it easy for potential customers to spot the differences (like why you're better!) between you and your competitors.
  • How to increase the results you get from the marketing dollars you spend.
Click here to find out how to hold a Focus Group, how to get your customers to attend, and the results you can expect.  And by the way - I'm an awesome facilitator if you need one :)

Of course, if you'd like to hear more of what I have to say on the matter, click here for a recording of my most recent "You & Your Business" radio segment on 98.1FM Radio Eastern.

Talk soon,


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