In the 1,000+ surveys that CSS has conducted over the past 20 years, it’s interesting to read how our clients’ customers heard about them. This question is typically asked of first-time customers, and it’s especially helpful for those customers because you don’t typically have a lot of information on them, so it’s hard to categorize them, align them with your customer personas, or get a feel for what they expect.
So, it’s great when those first-time customers will answer that question, because how they heard about you matters. It gives you a strong sense of what they expect.
It tells you what method of communication (website, an advertisement, word-of-mouth, etc.) made an impression in the customer’s mind – a positive enough impression for them to contact your business.
It also helps you to understand what expectation the customer has of the experience they’re about to have with your business. If it’s a website referral, your site has certain expectations it’s setting about the products you have or what the customer is about to experience. If it’s a word-of-mouth referral, they have expectations based on a friend who actually experienced your business. If it’s an ad, it’s an expectation based on the product or event or characteristic that you promoted and what expectation your ad set.
To take this analysis a step further, ask the customer “What about the – ad, friend’s referral, website – brought you in today?” This will encourage them to tell you more specifically what they expect. And the more precisely you know the customer’s expectations, the more precisely you can meet and exceed them.
Ask the customer where they heard of your business; ask what brought them to your business. Then exceed that expectation.
Uncover your first-time customers’ expectations.