In this video, the speaker emphasizes the importance of using customer surveys to boost conversions. The speaker discusses how customer surveys can provide valuable insights into customers' needs and preferences, which can help businesses improve their products or services. The video also highlights the benefits of implementing surveys in real-time during customer interactions to gather immediate feedback. Additionally, the speaker mentions the significance of analyzing previous purchase history and preferences to offer personalized upsells and generate more revenue. Overall, the video emphasizes the value of customer surveys in improving customer experience and driving conversions.
How to use customer surveys to boost your conversions.
Do you know what your customers actually want?
I'm not talking about what you think they want,
but have you even asked them what they want?
you can't afford not to invest in providing your customers
with what they actually want.
In fact, according to a 2019 Forester study,
companies that invest in their customer experience program
outperform those that don't by nearly 80%.
Customer surveys are an amazing way
to take the temperature
of what your audience is looking for,
what you're providing for them that they like,
what your suite of services or products is lacking,
what is all relevant,
and what could be helping them in their life.
Look, at the end of the day,
you got a relationship with these new customers,
or even your existing customers.
If you survey them and you talk to them,
you'll not just help them out,
but it'll also help you out.
Here's how you implement surveys into your strategy
to drive more conversions.
Step one, define what you want to learn.
Do you want to improve your product or your service
that you already have?
Do you want to figure out
why your customers are leaving your website?
Maybe you want to figure out
what your competition's doing that you're not.
Maybe you also want to learn
how you can make your existing products and services better.
You can just ask them those questions.
Through tools like SurveyMonkey,
you can actually run surveys on your website.
Or tools like Hotjar,
you can run surveys on specific pages
so that way you can get detailed feedback
and segment those users
such as what region they came from.
Or you can even look at,
"Hey, this is the page they're on
"so I know it's related to this product,
"so I can ask them this specific question."
Step two, choose a sample size.
Look, if I ask one person where I'm going wrong,
I'm only getting their opinion,
and it's not indicative of what my audience actually wants.
The more brutal, honest feedback you get,
the easier it is to define what's going wrong.
But you need it in quantity.
So, a lot of people say you need 30 plus responses
to have a good understanding
of what changes you need to make.
I say you need over 100.
30 is not enough.
I found that when you get over 100,
it gives you much better feedback.
When you start getting 200-300,
that's a lot of feedback
and you can get much more data on what you need to change
so that way you can better improve.
Step three, ask in real-time.
According to American Express,
customers are likely to spend 17% more on a company
that has good customer service.
So when you're talking to your customers
during support or issues,
ask them questions that you need answers to
to get a better understanding of what could be improved
in your business.
That's really the key.
When you have them in real time,
they're much more likely to respond to you.
Step four, implement your findings.
According to Genesis,
9 out 10 customers give value to a company
having knowledge of their previous purchase and preference.
Have you ever been on Amazon
and noticed that they show you products
that you're more likely to buy
and that you're interested in?
For example, I never see products
related to dog food or cat food.
I've never bought anything related to a dog or cat on Amazon
because I don't have any pets.
And if they started showing me dog food or pet food,
do you think they would generate a lot of sales?
I don't have any pets.
But Amazon shows me products
related to toothpaste, toothbrushes,
body lotion, toilet paper,
all household products
that a lot of times we buy from Amazon
so that way my wife and I and our kids
don't run out of toothpaste.
Too lazy to go to the store?
Buy it from Amazon, boom.
They send it to you same day or next day.
You don't even have to pay for shipping
if you're a Prime member.
The point I'm getting at is
if you look at what people like
and have purchased from you in the past,
you can then give them upsells,
so that way you can get more revenue from the customer.
Have you ever been at McDonald's and they're like,
"Do you want to supersize that?
"Do you want to shake with that?
"Do you want a Happy Meal with that?"
If I take my daughter,
she's always going to say yes to the Happy Meal.
Technically, she's going to want all that
before I walk into the door
and if I don't get her that,
she's going to be upset.
The point I'm getting at is
if you don't provide all those things to your customers,
those upsells, those downsells,
you're only going to generate so much revenue from them.
The big companies keep generating more revenue
from the same customer,
and by surveying them,
you can get feedback on what people like
and what they need
and what you should offer in the future as well.
If you want my company to help you
with your conversion-rate optimization,
check out my ad agency, NP Digital.
If you have any questions,
leave a comment below.
If you enjoyed this video,
like it, share it, tell other people about it.
Thank you very much.
Do you know what your customers actually want? I'm not talking about what you think they want, but have you even asked them what they want? Trust me, you can't afford not to invest in providing your customers with what they actually want. In fact, according to a 2019 Forester study, companies that invest in their customer experience program outperform those that don't by nearly 80%.
Customer surveys are an amazing way to take the temperature of what your audience is looking for, what you're providing for them that they like, what your suite of services or products is lacking, and what could be helping them in their life. By surveying your customers, you not only help them out but also gain valuable insights for your business.
Step one: Define what you want to learn. Whether it's improving your existing products/service, understanding why customers leave your website, or learning from your competition, clearly define your objectives. Tools like SurveyMonkey and Hotjar can help you run surveys on your website or specific pages for detailed feedback.
Step two: Choose a sample size. To gain meaningful feedback, aim for over 100 responses. The more feedback you collect, the better you can understand what changes are needed to improve your offerings.
Step three: Ask in real-time. Engage with your customers during support or issue resolution and ask them relevant questions to gain a better understanding of potential improvements for your business. Customers are more likely to provide feedback when engaged directly.
Step four: Implement your findings. Utilize the insights gained from customer surveys to improve your products, services, and overall customer experience. By understanding your customers' preferences and past purchases, you can offer personalized upsells and generate more revenue from the same customer.
According to American Express, customers are likely to spend 17% more on a company with good customer service. By actively engaging with your customers and soliciting their feedback, you can improve your customer support processes and address any issues they may have, leading to higher customer satisfaction and increased conversions.
In conclusion, customer surveys are a valuable tool for boosting your conversions and improving your customer experience. By understanding your customers' needs and preferences, you can tailor your offerings and generate more revenue from existing customers. Don't underestimate the power of customer feedback - it can be the key to your business's success.
Marketing is the activity of promoting and advertising products. It involves understanding customer needs, providing excellent service, and creating a unique offering. The seven Ps of marketing (product, price, promotion, place, people, process, and physical evidence) make up the necessary mix for successful marketing. Service marketing focuses on satisfying customer needs and offering unique services. To succeed, businesses must balance all elements of marketing and create a positive customer experience.
Create a flexible marketing plan by building a roadmap instead of a rigid plan. Focus on specific goals, prioritize marketing channels, and track tangible revenue metrics. Adapt and evolve as your business grows.
Encourage communication between sales and marketing teams to improve lead handoff. Hold weekly meetings and use data to validate claims and drive alignment. Implement a service level agreement (SLA) to define goals and contributions. Define MQLs and SQLs based on customer behavior. Consider implementing a lead scoring system. Utilize sales and marketing software for better collaboration and prospect tracking. Aligning sales and marketing improves lead conversion and business success.
Shift marketing strategy by understanding consumer behaviors, leveraging Google Search, and providing helpful products and services. Maximize reach by selecting the right channels and optimizing SEO efforts.
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