| CUSTOMER INFORMATION: How to improve it? |
Analytics and data gives us all sorts of insights into what our customers want from our business. But sometimes… don’t you wish you could get an answer straight from your customers? That’s what customer feedback is all about. It helps us understand the WHY behind what people are doing. Why are people using one feature three times as often as another? Why do most of your customers stop creating accounts on the last step? Or what causes customers to use your product less frequently (and eventually stop altogether)? When we match customer feedback to what we’re seeing in our analytics, we get a much clearer picture of what’s going on. Then we’ll know how to fix problems and go after the right opportunities. I’m going to show you how to use 5 different methods so that you can collect customer feedback day in and day out. This way, you’ll always know what your customers REALLY want and how their needs are changing. Here are the 3 best ways to get consistent (and high quality) feedback from your customers: User activity Usability Tests Let’s jump in and get to it!. Required for effective personalization is knowing thy visitor. You can infer intent by referral campaigns and keywords, on-site searches, site navigation, wishlist activity and cart contents. Or segment customers based on profile information, device type, geolocation, new vs. returning visitor status, or past behavior. You can use the “wisdom of the crowds” to predict what a visitor will want to see or what action they are likely to take. But asking for information is an underused tactic that can help you target more creatively and effectively. |
Keys |
Registration: You can ask for literally any information upon sign-up, but consider that additional fields make a form appear long and time consuming, and registration abandonment may increase. Macy’s asks for birthday information and gender, making these fields optional with a tip that suggests this information is rewarded with a birthday surprise. Even knowing just age, gender and zipcode can kickstart a personalized email campaign, which can be refined over time monitoring interest / click-through / purchase response down the road.Email: A streamlined, quick email sign up is better for optimizing opt-in email, save the details for your preference center. Art.com directs new subscribers to a preference center page immediately. Even if the subscriber abandons the page, she remains on the list. |
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| If you are interested don´t heasitate to get in contact with us: customer@telephone-contact.net |