Customers make the world of business go round. If you are an entrepreneur, much of your focus usually points to that of keeping them happy, contented, and loyal to your products, services, or brand. If they need the moon, you will very much pick it from the sky and deliver it to their doorsteps. Truly, your customers’ happiness and satisfaction come first and foremost.
In Their Shoes
Today, however, it is wise to accept the truth that customer loyalty is a highly volatile aspect of business. Markets, with the aid of technological and Internet advancements, have become so customer-centric leading to business to be always on their toes to prevent using costly means to keep them satisfied. Be reminded that loyal customers are automatically considered brand advocates. Their “word of mouth” recommendations are often, preferred due to high trust ratings noting the fact that their feedback emanate from actual experience.
This is why many companies, big or small, engage in market research. Such efforts help to point specifically where target markets thrive. Studies are also being done internally via social media interaction to put your own selves in their shoes, that is, to look at your products or services via the customers’ lens. After all, customer behavior is best understood from within.
Understanding Customer Behavior
While market research may seem the best approach, it still has holes that need to be looked at—closely. You need to be in the very position that will help convert customers to make purchase decision and be able to share such decision to others. This is why the need to understand customer behavior at a much closer vantage point helps to strengthen your clout on the future of your product, service, brand or company as a whole.
To do that, here are some important clues to follow:
1. Observe carefully customers behavior on your own website. People rely mostly on the Internet to search for products or services and often, they leave traces behind like where they usually go, the amount of time they usually allot for such, and the keywords and phrases they often use to search for you. Some website analytics also offer insights on how well your website perform in terms of traffic and conversion, and other factors which you may deem pivotal to the purchasing power of your customers. All these will help point strengths of the business and the weaknesses for you to immediately patch up.
2. Social media is another important route to gather salient points on customer behavior. Crowdsourcing, for instance, is some form of behavioral targeting that allows businesses to take a closer glimpse to what the customer deep down wants. Some agencies and consultancy firm also make use of social media to gather behavioral data.
3. Carefully identify customer types and pursue each of them accordingly. This is going to be tedious but, when done appropriately, can mean the world to your business. Focusing your efforts on customer types that appeal more to the business will help point you to the right direction.
4. Make good use of the “mystery shopper” approach. Be a customer yourself and see for yourself how your business truly deals customers on the level. This helps to gain complete knowledge on how the purchasing and feedback process run.
5. You may also try to get into the recordings of customer care and assistance to verify if policies are followed. Sometimes, the problem is not in your product or service offerings but in your customer support.
Customer behavior is everything to a business. No matter how good a product, service or brand, if your efforts are not aligned with that of your customers, everything is for nothing. With these pointers, you can finally analyze customer behavior and craft ways to satisfy their needs.