5 Techniques to help you
Understanding and meeting customers’ needs can be tricky with the constantly changing market forces. So, in order to succeed, agents must become good listeners first and discover how the customer sees their brand and its products.
Whether you’re trying to optimize the customer experience, create more engaging content, or increase sales, having a comprehensive understanding of your customer is the key.
In this article, we’ll outline 5 techniques that can help you understand your customer better than they do.
1. Create a robust buyer persona
Sticking to generic demographics such as age, profession, and location to develop a buyer persona isn’t enough. These data points simply don’t provide enough information needed to understand your customers on an emotional level.
Instead, try to dig deeper into customer preferences. Hit the acquisitions tab on Google analytics to see where your site traffic comes from. Is it social media outlets, industry blogs, or professional forums? Find out, then use this information to create your personas so you’ll know where to reach your audience more effectively.
2. Generate data from customer analytics
Every customer action offers valuable insight into customer behavior. To determine how your customer interacts with your website, you can try a user behavior tracking tool like Google Analytics. It is an excellent tool for gathering insights such as time on page and bounce rate. The behavioral data will help you get an idea of what your customer doesn’t understand, what they do, and what they don’t like.
For example, if a customer has trouble finding a relevant article in the knowledge base, then try to incorporate relevant search keywords to make it easily accessible. If there’s one page, your customer spends more time on others, analyzing that page’s content and seeing what’s retaining people’s attention. If there’s a page with a high bounce rate, try to see what’s making people leave. That’s how you understand your customer behavior and try to meet their needs.
3. Use customer engagement
Customer engagement is valuable for retention and positive experience. If you get it right, it can be a source of customer insight. Engaging with your customers in real-time via messenger or live chat will help you gather useful customer insight. The customer service team should look into conversation patterns and understand their customers better. On top of that, talking to your customers on the phone will help you go deeper into their pains, needs, and challenges. As you work to keep your customer engaged, you can also encourage them to share their thoughts and opinions by including customer satisfaction surveys.
4. Seek feedback from your customer
One of the best ways to understand your customer’s needs is by asking for feedback from them directly. This can help you find out what they like about your product, what they don’t, and what they would like to see changed. There are several ways to do this, like sending out surveys, holding focus groups, and tracking discussions across social media.
5. Predict new trends
The job of customer service leaders is not only to stay up to date with the latest developments in customer relations but also to predict the forthcoming trends in this field. Luckily, there’s a bunch of relevant data coming from online traffic. Suppose you want a deeper evaluation of customer behavior. In that case, you can hop on to Google Analytics and other tools like Brand24 and Angloss Analytics to learn about the current state of customer relationships. In addition, it will also help you to discover new trends in that regard. Today, data tools can help you predict the habits of tomorrow’s customers.
Thanks to advanced technology, understanding customer behavior has become easier than ever. The techniques outlined in this article are common practices that will help track their behavioral pattern and get insights to help you truly understand customers and frame your strategies accordingly to ensure that their needs are met, and experience turns positive.