The most obvious way to learn what our customers want is to solicit feedback, but while feedback is an essential tool, it’s not foolproof. Customers don’t always say what they mean or mean what they say. For example, many customers say they value sustainability, but their purchasing habits show that they prioritize affordable prices over sustainable options.
Key consumer insights and analytics can give us hard data on what works and what doesn’t, rather than simply relying on self-reported preferences.
You can collect analytics from social media platforms, your email newsletter platform, your CRM system, and websites such as SEMrush that will track visitors to your website. This data can help us fill in the gaps between customer intent and consumer behavior.
When used in conjunction with qualitative feedback, quantitative customer insights and analytics can give us the information we need to truly meet the needs of our prospects. If you’re ready to take a deeper look at what your customers have to say, here are five steps to start incorporating customer feedback into your business.
Once you’ve made changes based on feedback, let your audience know. This transparency creates trust and lets customers know that their feedback matters, making them more likely to contribute in the future.
Using customer insights and analytics combined with feedback from reviews and surveys is the best way to get a holistic overview of what your customers want. By combining the two, you can be sure you’re basing your business decisions on the whole picture, not just one piece of the puzzle.
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Coach Dave
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