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Honestly, it’s not surprising that industry-leading brands focus on identifying customer needs since 73% of consumers expect businesses to understand their needs and expectations. So, if you don’t know your customer, you’re in trouble. Today, we’re going to be talking about how to Identify Customer Needs.
Let’s get into which tools and tactics to use:
1️⃣ Review the most recurring questions from customers
Take a look at the conversation history in either your live chat or conversation bot software. Go hunting for those emails in CRM, and ask your customer support team to revisit their conversations with your clients. Ask yourself: What are the most frequently asked questions or reported issues with your product?
2️⃣ Run customer satisfaction surveys
Here are three metrics to take a look at:
👉 Net Promoter Score (NPS) - lets you assess customer loyalty and calculate the proportions between those who love and hate your brand.
👉 Customer Satisfaction (CSAT) - focuses on measuring client satisfaction levels
👉 Customer Effort Score (CES) - checks how easy it is to complete any selected process, like payment.
You can run these and other surveys easily through LiveChat.
3️⃣ Conduct social listening
Not all customers will want to fill out your customer satisfaction survey, and it’s perfectly fine. You can conduct social listening to check what people say about your brand online, instead.
Do a quick dive into your social media accounts and look at the comments, or turn to social listening tools like Google Alerts or Brand24 to run a more detailed analysis. I recommend turning to tools as Google Alerts more because it will allow you to scour the entire web and not just social media platforms.
4️⃣ Run competition research
Running competition research is a nicer way of saying spy on your competition. And thanks to the internet, you don’t need to hire a private investigator. By visiting product review sites such as G2Crowd or Capterra, you can read about what people like and don’t like about using your competitors' products. And with that, you can improve your offer.
How to conduct a customer needs analysis?
👉 Categorize your findings thematically
👉 Conduct a means-end analysis
👉 Visualize your findings
👉 Putting your findings into action
#customer #customerneeds #customersfirst
00:00 Introduction
01:00 Benefits of identifying and understanding customer needs
01:52 Review the most recurring questions from customers
02:45 Run customer satisfaction surveys
03:18 Conduct social listening
03:49 Run competition research
04:37 How to conduct a customer needs analysis?
04:48 Categorize your findings thematically
05:46 Conduct a means-end analysis
06:49 Putting your findings into action
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21 июл 2024
