Facebook is notorious for understanding their client needs and wants, delivering on those and finding success through that delivery. However, the insight doesn’t just magically appear out of nowhere. Facebook spends a lot of time seeking answers to the questions they have about their clientele. They spend countless hours researching and learning from their customers, from the Facebook users who populate their site, so that they can better understand what their customers need and stay on top of delivering great service. Here are five ways Facebook grows their company by looking to their customers for answers.
The best way that Facebook actively engages their customer base is just by talking to them. Focus groups, meetings, conversations, online polls… just get out there and engage your audience. Ask what they do and don’t like. Strike up conversations so that you can see how things are going. This is perhaps the single greatest way that you can learn from your customer. Facebook grows their company by talking to their customers, and if you want an inkling of the success Facebook sees, you might want to consider starting a conversation as well.
Watch how your customers engage with each other, with the product or service and with your company. You can learn a lot by just monitoring behavior. If you run a website, where are people clicking? What is holding their attention the longest? If you run a class-based business, what appointments are filling fastest? There are many different options for watching your customer reactions and learning from them. Just get out there and do it.
Listen, listen, listen. Listen to the complaints and the compliments. Listen to what your employees interacting with the customers are saying. Listen to what the press is saying. Sure, you will need to filter out the positive from the negative and the useful from the fluff, but the fastest way to see how your company is doing in the marketplace is just to listen to how it is doing. The answers are there. You can get the exact same information as your customers are getting if you just open up your ears and close your mouth.