Knowing Your Customer To Maximise Business Opportunities

09.30 – 10.00 Coffee and Intro. How well do you know your business? 

10.00 – 11.00 Let’s profile our existing customers. Who are they, where do they come from and what do you think they want?  

11.00 – 11.15 Coffee break 

11.15 – 12.00 What are our competitors doing? What can we learn? 

12.00 – 12.45 Communication skills with our customers. How do we find out their needs? 

12.45 – 13.45 Lunch 

13.45 – 14.30 Effective questioning techniques. Three essential skills of knowing the customer. Questioning, Listening, Action. 

14.30 – 15.00 Developing feedback forms that your customers will actually want to complete. Acting on feedback. 

15.00 – 15.15 Tea break

15.15 – 15.45 Look what others have achieved. 

15.45 – 16.30 Developing an Action Plan for changes you can make to increase customer satisfaction by really knowing your customer. Listen, Communicate, Interpret, and Involve your customers.

16:30 – 16:45 Summary and Action Plan agreed 

• Understand precisely who your customer is, and the best ways to ensure you know exactly what they want and require from your organisation. 

• How to establish a rapport with new or existing clients and how to ensure they remain loyal. 

• The three essential skills you need to genuinely know your customer. 

• Look at successful companies who really know their customers and see how they have grown through self-development and consistency. 

• Questionnaires, feedback forms and social media. What works best in determining what your customer really wants. 

• Develop a practical and effective action plan to transform your business by really getting to know your customer.