With every passing day, I reaffirm my belief that it is more important to focus your attention on what your customer wants, instead of what your competitors are doing. Codex Edge is approaching its 1 year anniversary and as of last month, we broke even. Becoming profitable as a tech start-up within the first year is definitely something to celebrate and we couldn’t have done it, without our customers. More importantly, customer feedback.
This article was originally posted on LinkedIn, you can read the comments here.
How to build on feedback:
We have received exceptional feedback from many of our clients and this has helped us add more enhancements to Atlas, our fully searchable index of qualified lawyers in the UK designed specifically for legal recruiters to find talent. The Codex Edge team that powers Atlas is extremely vigilant when it comes to listening to feedback and implementing it as quick as possible, whether it is adding more searchable options to regions, we always make sure to continually add enhancements.
Always listen to the feedback you get, good or bad as this will help you improve and motivate your team to do more. There was once a point where we were literary debating whether blue on blue on blue was really the right colour scheme. However, after gathering feedback we were pleased to learn that our clients found the design to be very user-friendly!
Why good relationships with customers are important:
A good relationship with customers is not something that comes easily. Moreover, it takes effort for a business to create an environment where customers feel comfortable reaching out whether bad or good news. I am extremely proud to say that we’ve had people call our office to say how much they love our product; however, I am just as proud that people get in touch to inform us of a possible issue. Why you may ask? Because it shows that our customers care about making sure our product is the best.
How to establish this relationship step by step:
- Be honest. Something messed up, be upfront and honest, and try to fix it quick.
- Responding quickly to enquires
- Be polite to customers
- Be helpful to customers
- Keep your customers updated
- Don’t be afraid to ask for feedback
- Make it easy for your customers to get in touch with you
Communication is very important to us and as a business, we put systems in place to make sure people know they can reach out to us and we will be there to help. On our platform Atlas, we have the option to report and respond with anything customers find or if they have any queries. On LinkedIn, people can reach out to our team who will be quick to respond in the necessary matter.
As a CEO, nothing warms my heart more than when we randomly get calls, pictures and emails from our clients saying they love the product you have worked on. For this reason, I wish for every company to be able to experience this for themselves and it starts with – customer feedback.
Don’t search for a silver bullet, make sure you have the fundamentals in place, such as a good product and good customer experience that you track and optimise continually.