Customers often like to be visited, but planning and systematic preparation are required to insure maximum utility. Customer tours Invite customers to tour your facilities and discuss how you can serve them better. Customers offer excellent ideas while at your site. Customer tours won't provide comprehensive understanding of customer views. You can meet more customers per dollar expended than with other methods.
Companies attach toll-free telephone numbers to services collateral or Web sites.
Can be expensive. Professionals visit your business posing as customers and report on how they were treated. Can give accurate information on services you provide. May cause employees to feel they are not trusted. Debriefing frontline sales and service people Ask frontline personnel in a relaxed setting about their experiences to gain insight into customer wants and needs.