The most important asset that a company can develop is a positive and understanding relationship with its customers. Understanding your customers means that you understand their needs, where to reach them, and what messaging will be most effective, saving you time, effort and money when it comes to creating your marketing campaigns. In today’s article, I look at five ways you can improve your understanding of your customer base and build better relations.
1) Talk to your customers
This is a simple point, but it can’t be overstated enough. Talking to your customers about their experiences and their needs is the best and simplest way to improve your understanding of them. Nobody knows more about what your customers want than they do.
To get the best results from your customer contact, you need to have a plan for what you want to achieve. Ideally, you should choose one or two key points you want to get more information on, and ask questions specifically addressing those points. Without focus, you’ll be limited to a very generic understanding of your customers, which is of limited use in improving the customer experience. Take care, as well, to try to remove biased or leading questions; you want the real and honest opinions of your customers, not something influenced by what you might want to hear.
2) Take advantage of analytics
This isn’t the first or last time that I’ll praise the usefulness of analytics on this blog. Every website owner has access to vast troves of information on how their customers use and interact with their website. Analytics can show you what your customer like, whet they don’t, what pages are attracting the most views and what content is working for your audience. All of this is vital information, and something you should always take advantage of. Use analytics to see where you can improve your sites user interface to draw more attention to the pages you want to see more traffic on, what content to focus on developing, and what your customers most want from your business.
3) Know your customer’s interests
It might not seem important to know what your customers are interested in beyond the scope of your business, but there are definite advantages that you can take from knowing the other habits and interests of your customers. Understanding what your customers engage with gives you an understanding of their values and their drives, and is an incredible mine of opportunities for content marketing or cross-promotional campaigns. Being able to talk with your customers about the things that matter to them makes it easier to capture their interest, and positions you as an organisation they are more likely to trust.
4) Take personas further
Customer personas that are only based on simple demographic data such as age and gender are of some use, but personas can be taken much further. If you have followed the advice in this article, you should have a much deeper understanding of your customers, incorporating information on how they use your product, how they use your website, their attitudes towards your company, their purchasing habits, and their interests beyond your business. All of this is information that should shape how you interact with your customers. Once you have it, use it, and incorporate it into customer personas that more closely capture the types of customers you have.
5) Understand the customer journey
Mapping the customer journey lets you understand exactly what is needed to turn a customer from a prospect to a closed sale. That journey might be simple or complex, but the only way you will understand it, and how to improve it, is to take the time to map it out. Look at each step in the journey and consider what you can do to reduce resistance, improve the customer experience, and provide better service. An improved customer journey will increase your sales volume and create happier, more loyal customer from your leads.
If you want to build an in-depth understanding of your customer base, John Rowbottom Design and Marketing can help. Visit us online at jrdm.com.au and find out what we can do for your business.