Question

Which of the following is NOT an effective way to identify customer needs?
1. Effective use of feedback and other information to make effective decision.
2. Look for different ways to record customer feedback.
3. Educate about the variety of products available.
4. Communicate effectively with the customers.

Answer 1

Correct Answer - Option 3 : Educate about the variety of products available.

1. Identification of customer needs is one of the most important steps in customer relationship management. It is mandatory for firms to collect relevant data to analyze them and ultimately take a wise decision. There are many methods that can be employed to collect data about the customers. Being customer-oriented helps in creating long-term relationships with the customers. There are various methods that are directly employed to identify customer needs:
2. Conducting surveys and questionnaires- Firms create various surveys and questionnaires for the purpose of collecting data from the existing as well as prospective customers. It is a method that helps in getting to know the accurate picture of the firm in the economy. The analysis done through surveys help businesses to get a picture of their position in the market in terms of fulfilling the needs of their target customers.
3. Customer interviews- Interviewing the customers helps to directly understand the needs and expectations of the customers. This method also helps in interacting with the customers and collecting reliable data. It is the direct way of collecting customer inputs. Firms can interact directly with customers who are using the product or who have chosen to buy it. It is considered to be reliable over other ways of acquiring inputs. 
4. Recording customer feedback- Customer feedbacks after purchase often helps the firm to collect data about the customers. The firm may keep a record of the feedback either by taking permission from the customers or even by just observing the behavior. 
5. Core customer care support- This is one of the key strengths of the firms. Inconsistent customer service is among the top frustration reported by customers. If the representatives are unable to deliver consistent assistance, there are chances that consumers feel confused and alienated.

Therefore from the above explanation, educating about the variety of products available is NOT an effective way to identify customer needs.