Here’s the uncomfortable truth: most companies actually have more customer data than they know what to do with. They run NPS surveys, collect customer support feedback, gather onboarding input, do product roadmap questionnaires, have account manager summaries in their CRMs, the inputs are endless.
Customer frustration doesn’t wait for your next meeting. Act fast, or watch loyalty erode and customers vanish. Here’s how to intercept issues in real-time.
I regularly speak with small, fast-growing companies who often say they haven’t started an NPS, customer satisfaction, or Voice of Customer (VoC) program. When I ask them why, their common justification: “We’re still small, haven’t lost customers yet, and they stay in personal touch.”
In the past, attracting customers meant mastering Google Ads: select prime keywords, set your bids, and watch the inquiries pour in. But that tried-and-true approach is fading fast.
Most companies think they’re doing enough to understand their customers. They run an annual satisfaction survey, maybe buy some anonymous market research report, and call it a day. The problem? That’s not really knowing the mind of your customers. That’s checking a box.
Just the other day I was reading a post on X by some silicon valley VC talking about how AI agents are going to replace countless different jobs. As expected it kicked off a lot of comments and replies.
Customer churn is one of the most pressing challenges any business faces. Regardless of the state of the overall economy, or even the caliber of your competition, keeping current customers happy is critical. Your customers are the foundation of your business and it costs a lot more to get a new customer than it does retaining them.
Market research is essential for every business. It’s a shame, however, that companies spend so much money to get such a small return.
Every business faces the same challenge: figuring out where to focus. Where are the best opportunities? What’s the best go-to-market strategy? Who are truly the toughest competitors to have to deal with?