How to... have conversations about customers

Understanding Customers

Customer engagement is crucial to business success. We need to deliver quality work and create emotional connections. Highly engaged customers buy more, promote you more and demonstrate loyalty. 

Things to consider

Useful Questions

Communication is the most crucial element of good client relationships. Where could you be communicating more? Who else could you be communicating with?

We can form opinion too quickly, or due to a specific situation. Once perceptions are formed they can harm future relationships

When we are focussed on delivering in the here and now it can be hard to keep the pipeline of work coming in. Where do you need to focus now for future success?

No, I don’t mean gossiping! What information do you have that may be helpful to another area of the business? How do you best share that?

Videos on Customers

Useful Reading & Resources on Customers