Top 5 Ways to Get to Know Your Customers
One of the best ways to grow your business is to build a relationship with your customers however many businesses are struggling to do so as only 37% of shoppers feel like retailers actually know them (source). The key to receiving repeat business as well as positive referrals is to improve the customer experience by helping customers receive what they want in the quickest most convenient way possible. And to do that, first you need to understand who your customers are.
Here are our top 5 tips for getting to know your customers:
1. Create customer profiles
One of the most infuriating things an online shopper has to experience is having to fill out their info every single time they make a purchase, whether it’s inputting their shipping address or their credit card info. Luckily, nowadays most e-commerce sites have an option for customers to create a profile or account where all that information is safely stored.
For non-online businesses we recommend setting up a loyalty program. This serves the same purpose in that it saves customer info and it gives businesses an opportunity to cater specifically to that customer. If the customer’s profile shows that they frequent your business twice a week on average, send them a special offer for visiting 3 times next week. If your customer’s birthday is coming up, send them a 50% off voucher that they can redeem the week of your birthday. Not only will this bring you more business but your customer will feel special and cared for.
2. Learn from feedback
All businesses strive to receive as many positive reviews as possible and while that’s great for growing your business, there’s something to be said about less-than-positive reviews. Instead of immediately dismissing these responses, it’s important to read them to understand where you fell short in providing the perfect customer experience.
TapMango’s system is a win-win for your business in that it directs all the negative feedback towards a private form for you to review and respond to while sending all positive feedback straight to your Google or Yelp page. At the end of the day, feedback is the best way to understand what your customers are looking for.
3. Group your customers
Grouping your customers based on purchase history, membership modules or even interests is one of the best ways to better understand your customers. For example, if you find that you have a large group of customers who purchased chocolate ice cream within the last month whereas it appears only 1 or 2 customers purchased strawberry, you can quickly decipher what your customers like and don’t like. Then it’s up to you to make any necessary chances such as featuring chocolate ice cream in your marketing materials or offering 2 scoops for the price of 1 for strawberry ice cream, to push overstocked product. Ultimately you can learn a lot about the type of clientele you have through customer grouping.
4. Communication is key
With tools like Service Desk or online live chats you can streamline communication with your customers. Instead of having to search a dozen different websites to find an answer, they can simply text or message you asking, “Do you still have this item in stock in size small?” The easier it is for customers to find answers the more likely they’ll visit your business.
5. Leverage data to market your business
CRMs and marketing software like TapMango’s are crucial to helping you understand your customer base. These programs provide you with a wealth of data to help you make informed business decisions. If you find that your customers prefer email over SMS, focus efforts on email campaigns. If you find that a large percentage of your customers have your mobile app downloaded, encourage them to refer a friend through the app for more rewards. By understand your customers’ preferences, interests and behaviours, you can make more educated decisions about where and how to grow your business.
If you’re interested in learning more about how TapMango’s platform can help you get to know your customers better, click here to book a free demo.