Are you keeping the conversation alive?
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Individuals have varying requirements a company must meet before they decide to become a customer. In order for companies to be successful, they must be able to identify these requirements (conducting market research enables companies to get these answers). Businesses are often chided for not listening to their customers. Of course it is the organization’s responsibility to start a dialogue with their target market, but as a consumer are you doing your part to keep the conversation alive?
More than ever companies are trying their best to connect with consumers and are sometimes greeted with deafening silence. For example, have you ever been asked to complete a customer satisfaction survey? I am sure the answer to this question is a resounding, “Yes!” Now how many times have you answered a survey? Despite the number of pleas, I am sure many people have not taken the time to answer these surveys (yes, as much as I hate to admit it I am guilty of this too). One of the most quoted reasons for not answering these surveys is, “Sorry, I don’t have time.”
Sure we all have time constraints, but the only way companies can improve their services or fulfill needs that are not currently being met within the industry is if you share your thoughts with them. It is not fair for consumers to complain about receiving bad service or inferior products and then neglect to fill out a survey or turn down the opportunity to participate in a focus group. Now more than ever, due to the increase in competition, companies are trying to entice individuals into talking with them by compensating them with money, prizes, etc.
The mere fact that companies are starting to “invade” social networking sites demonstrates that they are trying to talk to consumers on a platform that is convenient for them. I realize that there are some companies that still have a lot to learn when it comes to the social media arena, but I applaud them in their efforts to do so. They are finally acknowledging the fact that consumers are more apt to purchase products from those who they trust and making a concerted effort build a relationship. Companies are increasingly becoming more attentive and seeking ways to engage consumers into speaking with them–so what are you going to say?
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June 22, 2009
Tags: Business, Consumers, Market research, Social network Posted in: Consumers, Customer Service, Marketing
4 Responses
Pretty good post. I just stumbled upon your site and wanted to say
that I’ve really liked reading your posts. Anyway
I’ll be subscribing to your blog and I hope you write again soon!
Hi Katy,
I am glad you enjoy the posts and I will be posting another one very soon ( I post one to two posts a week). Thanks for subscribing—much appreciated!
LaTosha
Wonderful post, LaTosha! I agree, it's a two-way street when it comes to supply and demand (i.e., business) and we each should be responsible for our part. Anyhow, I'm tired of all the complaining, and just love it when someone's appreciative, as you are here!
Hi Mary,
Thanks Mary! I definitely agree that it is a two way street and it is not fair for consumers to complain without sharing their dissatisfaction with the company. How can the company improve if they do not even know what they are doing wrong? I think companies are really trying to make an effort to talk to their target market and it is not fair for us (consumers) to give them the cold shoulder. Their efforts need to be acknowledged and consumers need to help them so we can benefit from the changes they will implement due to us keeping the conversation alive.
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