News & insights

What your customers believe about you and what you sell is fact. It is your brand.

What they say about you to others is equally critical. These are the perceptions they perpetuate—which in turn help strengthen your brand or degrade it.

Are you listening?
Most organizations would agree with the importance of understanding market perceptions, but they never seem to find the time or dollars to engage directly with their customers and other key stakeholders to find out what they’re thinking, or what’s important to them.

Instead, they continue on in the hope that what they hear from their sales and customer service reps offers a complete and accurate picture of what their customers are thinking—and saying to others.

Unfortunately, a lot never gets reported by the customer because no one took the time to ask. And what they do say may never find its way to the corner office, at least not in a complete and timely manner.
If this sounds familiar, we urge you to make it a top priority to begin doing one of the following now:

  1. If you already have a “listening system” in place, start using it—including timely and consistent follow-up to what you hear.
  2. If you don’t have a “listening system” in place, build one. And use it.
  3. If you’ve talked about this issue before—and still nothing has happened (for whatever reason)—perhaps it’s time to visit brandfaqs.com.

Okay, so this is a selling moment (we happen to own and operate the BrandFAQs™ Brand Perception Study). But we only bring it up because we’re passionate about the importance—and understand the challenges—of listening to your customers on a consistent basis, and responding in a manner that builds your brand.

So go ahead, check it out, and give us a call. We’ll listen.

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