As customers are the ones who make your business functional and profitable, isn’t it about time you got to know them a bit better? As digital marketing experts, it’s important to know what makes your customers tick so you can be confident that you’re delivering a service or a product that THEY want and need, and get the results that you deserve. Not knowing your customers well enough can lead to poor website performance and sales, as you’re not serving your customers what they want.
If you’re ready to start learning more about your target audience, read on for our top five tips on how to get to know your customers and improve the performance of your online business.
1. Analyse Website Data
Google Analytics is fundamental for understanding your customers’ demographic and analysing their behaviour. The data gathered in Google Analytics can tell you who your customers are, how they landed on your site, what path they took after landing on a page, and what actions they took. You can also find out demographic data regarding their age, gender, and location, and find out what device they were using to browse your website.
2. Respond to Reviews
Reviews are a great way to find out what your customers really think about your product or service. Where reviews can be shining examples of happy customers, they can also be cruelly critical of the services you offer. Although many of us don’t like to hold up a mirror in front of us, reading the reviews on your site can give you an insight into what does and doesn’t work well for your business and customers, and help you to identify where there is room for improvement.
Side note: No matter how many stars a customer gives you, you should always make the effort to reply. Replying to reviews allows you to communicate with your customers, improve your services, and potentially earn customer appreciation and loyalty.
3. Send Out Surveys
Another tip on getting to know your customers is to encourage customers to complete a survey. A customer survey allows you to ask your customers what you want to know about them and their relationship with your business. Surveys can reveal what your customers think of you, what areas you’re succeeding in and what you need to do to entice more customers. You can find out how long they’ve been shopping with you, how they would
describe your products and service, and if there is anything they would like you to improve. You could send a survey as part of your next email campaign or include a pop-up on your website to encourage users to complete it.
4. Talk to your Customers
Whether you offer a chatbot service or have your social media inboxes open for messages, allowing conversation between your customers and business is a great way to get to know who your customers are and what they want from your company. While a chatbot can give your customers 24/7 support, communicating via your social media channels will allow you to speak directly with your customers and hear what they have to say. Responding via messages will also give your company a more personal feel and let customers know that there’s a face behind your brand, and could help encourage customers to shop with you again.
5. Interact with your Customers on Social Media
Social media is an effective way to get to know your customers. Not only does it help to build brand awareness and grow your online platform, but it also allows you to communicate directly with your target audience. Polls on Instagram give you the chance to ask your community questions and identify their preferences. Social media analytics is also great for understanding what content your customers are engaging with and which posts are having an impact on the sales/performance of your business.
There are many ways in which you can get to know your customers and understand what they like and dislike to help drive your business forward, from tracking user engagement and behaviour in Google Analytics to speaking with them directly through customer reviews and surveys. After all, doesn’t every business want to be able to tailor their services to meet their customers’ needs?
At Spindogs, we have a team of experts who can help you to track and analyse your customers’ behaviour. Why not take a look at the marketing services we offer and get in touch to find out how we can help you get to know your customers and increase your business’ performance?