Making sure the voice of your consumers is heard and addressed is one of the most crucial things a brand or business can do to shape the direction of their product. In addition to this, another crucial aspect is making sure the technology solutions used to interact with your customers in the different phases of their experience are well incorporated and connected. We believe that the best way to hear the voice of the customer is through on-going interaction through our market research community software, or what we like to call our customer experience management platform.
Understand and support your customers
Find ways in which your systems of engagement inform your brand on which steps make your product more accessible to your customers. Making support available and easier needs to be integrated and tracked. By tracking the support requests you can see what areas of your product need improvement and clarity. Using an experience management platform allows you to proactively ask your customers questions, and as well can handle and track support issues.
Customer feedback and insights
User your social media platforms to direct deeper questions and issues to the community. The goal is to create brand advocates through top notch support and interactions. When a customer, and more specifically an advocate, has good things to say about your products it encourages potential customers to try your products.
Pay attention to how people perceive your brand whether it’s good or bad and take control of these conversations. Be a partaker and empower those who have strong, positive opinions that are going to uplift your business. At the same, listen to the negative and take the necessary steps to tackle these issues.
The challenge is being able to integrate these two systems where you keep track of essential data provided by your users and where you engage with a customer directly. There are a lot of companies that don’t touch on these two different aspects. Use the community platform to keep track of these two systems with ease. Your competitors are probably missing these opportunities and can give you the leading edge.
Engage your business in an experience management software to be able to evolve your solution through important data based on customer insights and by creating specific conversations with your customers. If you have a need for a market research online community, or want to learn more about engaging hard-to-reach groups, contact us.