With technological developments and the shift to e-commerce, the importance of customer data has grown exponentially in recent years. And while it’s important to get involved and help keep your company afloat in the sea of competition, it’s important not to rush in. Rather, you should consider all the challenges and potential trip-ups before you set your next campaign in motion.
Them, not you
The biggest mistake businesses make in their collection of customer data is focusing on the brand rather than the customer. Soliciting feedback from customers is fine, but when it’s purely to benefit the company, it can be hard to convince people. Instead, offer some incentives, such as loyalty benefits or assets that make the customer feel privileged – such as gift cards or discounts
Emotionless work
Humans are emotional, and emotions often take precedence over logic. Treating all your customers as a single unit instead of as individuals is one of the ways you’re missing out on emotional engagement. This can be something as simple as referencing their name or past purchases in emails, thereby making them more engaging.
Avoiding negativity
It can be difficult to engage with customers, especially those with negative reviews. You need to be emotionally intelligent when dealing with poor feedback, ensuring you are accepting ownership of the issue. Above all else, mistakes exist to be learned from, taking us to our next point.
Staying the same
With all the other tasks on your plate in a workday, it’s difficult trying to make the changes you want. If you take in your negative feedback and make the necessary changes, you’ll be able to transform your company and leave a strong impression on customers. The right data to learn from may be hard to find, which is why it’s worth seeking out a data collection company, such as https://shepper, to gain insights.
Asking the wrong questions
Rather than asking, ‘Why did you give this rating?’, ask, ‘What can we do to improve?’ You’re more likely to get a nuanced response from which you can gain greater insight on boosting customer satisfaction.