Customer service: Three Ways to Get at What Your Customers Really Want
By
Matt Griffin
and Catalog Success
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* Analyze how customers vote with their wallets. Your customers rarely will ask for features you don’t have, but you often can tell what they want by their actions, vonBechmann noted. If they don’t purchase on your site, where did they go to purchase? What do your competitors offer that you don’t? In which categories are you outselling your competitors? The answers to these questions show you where you can improve, she said.
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