For a business to be profitable, one must optimize customer experience. You have to keep on offering products and services that your customers like. Only then will you be able to achieve customer loyalty.
However, from a business point of view, it is difficult to leverage customer experience.
One of the biggest challenges for an entrepreneur is the lack of deep understanding of what the customer wants. Most business people tasked with customer care only look into a customer’s purchasing history, and end up getting the whole thing wrong.
In this article, I am going to look at three methods you can use to have a deep understanding of what your customer wants. You will be able to make more profits as well as achieve your business goals and maintain customer loyalty.
1. Apply Intelligent Customer Engagement
If you are looking to make revenue, then you need to optimize real customer experience. This can be done by engaging with customers through various simple tools.
Social media has become an integral part of our lives. More people than ever are into social networking, thanks to various platforms such as Facebook, Messenger, Twitter, and Instagram.
If you are looking to have a deep understanding of your customer’s mindset, then you need to leverage social media. A survey found out that only 38% of business owners actually use social media to help them with their customer’s experience. You can learn a lot about your customer’s likes and dislikes. Look at their complaints and garner new customers.
You can also go the extra mile to make phone calls. Once you start doing this on a regular basis, you can learn about their needs, pains, and challenges. You never know, it might be worth it, since you will implement what the customers want. And once you have a happy customer, customer loyalty is developed.
Another simple tool you can use to engage people is surveys. A survey is one of the best tools you can use if you are looking to get honest feedback about a product or service. This will help you get more insight about how an individual feels. To help with this you can get a customer satisfaction survey tool to assist with funnel creation, reach out and combining all the results up in an easy-to-understand way.
There are a few things which you should keep while you are designing a survey. They include:
- Remove biases
- Avoid assumptions
- Be concrete
- Focus on one area that you need insight on
2. Conduct Keyword Research
A lot of businesses make the mistake of looking at a customer’s buying history. This information is mostly in terms of age, demographics, profession and location. However, the data collected does not influence a marketing campaign on an emotional level.
One of the best ways to understand your customer’s mindset is by conducting keyword research. A lot of customers go online to search for products they would like to purchase and company’s from whom they wish to buy. Keyword research will help you have a better insight into what kinds of products your target audience wants. Moreover, you will know the terms which the customers use to describe the products they need.
If you are looking to segment your customers based on keyword research, you can use Google Webmaster. It will create a list of common keywords which can be used to drive traffic to your website. You can then group those keywords into different personas based on the data collected.
3. Put Yourself in Your Customer’s Shoes
The best way to understand your customer’s purchasing experience is by putting yourself into their shoes. And I don’t mean literally putting yourself into the shoes (since that could be rather violating).
You can do this legally by using an advanced technique known as customer journey mapping. This is a detailed graphical journey representation of the interaction your customer has had with your product or service before, during and after purchasing. It will help you establish a long-term relationship.
A customer’s journey can seem pretty simple. However, it is quite complex since it involves different starting points. For instance, a customer can get acquainted with your business through referrals, social media, customer service enquiries, or marketing.
Customer journey mapping will help you identify what a customer has experienced throughout the purchasing journey. They expect you as a business to remember all the information of who they are and what they need through various journey points.
A customer journey map is important because:
- It will help you recognize your customer needs
- Helps you identify if the customers purchasing journey is chronological
- Helps you highlight development priorities
