Are you listening to your customers?

Recently we received a business inquiry on our website. The message started with "We are looking for a growth hacker who can increase our ROI significantly.".

I got in touch with the potential client and told them to share more details like their current digital assets, target audience, offerings, etc.

During the initial analysis, I found too many negative reviews about their company as well as products on the internet. I only checked their Google My Business reviews, Facebook page, Amazon products listings, etc. 

People are complaining about the product quality, customer support, behavior of the customer support executives, etc.

So, in the initial call, I shared this information with them along with the screenshots and links. And, I asked them - "Are we working on this? Have you found any solution to this?"

Their reply was - "We know about that. But we just want to reach new customers, reach new geographical areas, and increase our sales."

Indirectly they implied that - "We don't have time to work on these negative reviews." or "We are not interested in solving the problems of these people."

And, this is where I decided not to pursue this further.

One of the best ways to persuade others is with your ears, by listening to them

- Dean Rusk, Former US Secretary of State

Why you should listen to your customers?

1. Customers are the very reason why a business exists.
2. Those customers decided to trust you with their hard-earned money when they purchased the products/services from you. 
3. Many of your customers make a purchase decision based on what your existing customers think about you.

Growth Hacking is not a tactical method, rather it is a strategic process that helps you grow your business over time. And, empathy plays a major role in it.

Not caring about customer reviews shows a lack of empathy in your organization. 

"Brand Building" is not just about your logos, websites, and social media. When people purchase our products/services, they also buy the experiences that they get when they engage with our brand.

A negative review impacts customer acquisition, retention, cross-sell, up-sell, and all other sales strategies that can help grow your business.

So if you are not listening to your customers, start doing it now.

This encouraged me to write an article on this topic. I will publish it by Wednesday or Thursday. If you want to get that article, Like this post or DM me on LinkedIn. I will DM that article to you.