The Ultimate Question Delivers Answers

As you may have seen from our whitepaper and online social activities, Inner Circle recently completed a Member survey based upon the methodology in Fred Reichheld's book, "The Ultimate Question: Driving Good Profits and True Growth."  The ultimate question to ask your clients is this: "How likely are you to recommend us to a friend?"  At the end of the day, this is the only answer that truly matters.

While simple on the surface, the logic holds true.  Dissatisfied clients will tell you they're not likely.  Raving fans will promote your company actively.  And the folks in the middle....well, they think you're ok but are susceptible if a better offer comes along.  If you structure your survey properly, each group will then offer insights into why they score you as such.

At this time when business owners are turning over every stone to uncover ways to grow, really understanding and leveraging your existing client base often goes over-looked.  And at this time when clients are questioning the value add of every expense and investment, pursuing new leads at the expense of proactive client relationship management can almost be fatal.

Do you know what percentage of your clients fall into each category?  And, do you know WHY they'd rate you so?  Asking these questions will take a bit of courage, but it's scarier to remain in the dark.