In our ever-evolving digital world, knowledge is everything.
There are lots of important pieces of data that you need to be tracking as a business owner: Key Performance Indicators (KPIs), business expenses, inventory management, etc.
Northsail believes in making sure that any data relating to our projects is always clear and accurate. Every project we take on is always completed on-time, on-spec, and on-budget. We're so committed to this that we offer a 6-month guarantee on every project.
The odd time when we don't believe that we can complete a project to our high standards, we simply won't take it on.
Regardless of all the useful data that you can track within your business, one of the most valuable forms of data actually comes from somewhere outside your corporation - it comes from your customers.
In order to understand what customer data is, and how you can use it to improve your own strategies and processes, we've put together some tips for methods of collecting customer data.
Customer data sounds deceivingly simplistic, but the reality is that it can actually mean a wide range of data that you can gather about your customers.
This information relates to the demographic of people that make up your business' target audience. The information could be personal and tell you crucial things about the customer's age, geographic location, purchasing preferences, or simply gather their contact information for future marketing campaigns.
It can also tell you vital information about your customers' behaviors. This could be things like their likes/dislikes, their core values (which you can leverage to build Brand Affinity), their hobbies, even their hopes and dreams.
It may not seem like all of those pieces of information are useful to your business, but don't sell this type of valuable data short.
Understanding the how's and why's of your customer base give you the unique opportunity to start shifting your business model in a direction that leads to higher customer satisfaction, more conversions, return customers, and even creating a loyal army of brand champions that will help improve your Brand Loyalty.
Think of it this way: Let's say you're running a clothing store. It's fall and you're a really big fan of carrying red and orange clothes, but you notice that your sales are down this year, so you decide to organize a customer email survey to try and figure out why inventory isn't moving the way it should be.
Once you get the forms back, you notice that there's a common trend with customers noting that they wish you carried cooler colours (like blues and purples), instead of just traditional fall hues. This might seem like a small issue and an easy fix, but how would you have known what the customers were missing, unless you had the opportunity to hear from many of them directly?
Without a survey, you might never be able to figure out that a specific need is being overlooked for your customer base, and you'd be left scratching your head, wondering why sales are down.
Of course, surveys are only one example of a method for collecting customer data, which we'll get into in more detail in a bit.
The important thing to take away from this is that your customers want to share much of this vital information with you, you just need to give them a way to give you that data, which is fast, convenient, and engaging.
Here are some of our favourite methods for collecting customer data:
These are one of the most straightforward ways to glean information from your customer base. Instead of beating around the bush and trying to subtly gather data, you can just ask your customers a series of questions, which often give you very clear, pointed answers to valuable questions.
There are a few things to keep in mind though, so that customers don't lose interest in filling out your survey, before they've even gotten started.
You can collect survey information in-store or online, but if you're doing surveys in-store, try to keep them as short and concise as possible. 3-5 questions are usually best; especially if you're asking customers to fill out the survey after the check-out.
Save the longer surveys for email or website campaigns. No one wants to stand around filling out paperwork for 15 minutes after they're done shopping.
Possibly one of the greatest tools in every marketer's toolkit right now is utilizing Social Media Marketing to engage directly with customers.
We live in an age where many people feel more comfortable sharing their honest thoughts and opinions from behind a screen. While this does pose some issues with providing good customer care, and maintaining consistently positive engagement with certain types of customers, it gives small business owners the unique opportunity to get feedback directly from their target market - both good and bad.
It's easy to add forms to social media or short surveys for customers to fill out, but possibly the best way to get useful, honest information from customers is to engage with them one-on-one.
Ask customers to share testimonials on your platforms, and anytime someone brings up an issue, address it within the platform where all of your followers can see it. Don't take it to a private conversation, because this could give the impression that you're dismissing or belittling the customer's concerns.
Dealing with problems publicly shows a commitment to maintaining customer satisfaction, as well as good customer care habits.
Not every successful customer interaction starts from a positive experience. Sometimes, you can have just as much or more of a positive impact, if you address negative criticisms with patience, compassion, and professionalism.
Of course, we couldn't discuss methods for collecting customer data without mentioning in-store customer care.
Get to know the people who visit and support your brick-and-mortar locations. Ensure your team is training to prioritize each and every customer that walks through the door. Once they're comfortable with you and your staff, they'll be much more likely to open up about the things they love about your business, as well as the things that they don't.
Be sure to give your team members somewhere to record and track crucial information they gather during customer conversation. Otherwise, many of these gold nuggets of knowledge will get lost or forgotten amongst the hustle of your team's daily duties.
Don't hesitate to let customers talk as long as they want. After they feel comfortable with your staff, some people will open up much more than you would expect. They can sometimes even offer brilliant suggestions that are completely outside the spectrum of your current plans.
Also, if you do have surveys at the checkout for customers to fill out, be sure to mention it to customers when you're chatting. Explain to them how much you value their opinions and input.
Odds are, if you share these feelings with your customer base, many of them will spare you a few minutes to fill out a short survey; especially if your team took the time to talk with them at length. Or, they'll be willing to register for an account with your business, which also provides great personal information data.
After your event is planned, contests and promotions are a fantastic tool for collecting customer data. It's actually such a commonly used method that most customers expect to include at least some cursory personal information and preferential data, when they register to be a part of your promotion.
Just remember not to overdo it when it comes to adding ancillary questions to your contest or promotional registration ballots. As soon as you make the information and time required to enter the promotion more valuable to the customer than the prize you're offering, they'll lose interest in entering.
The same thing could be said for Bonus Entry Contests or No Purchase Necessary Contests. If you make it too easy or offer customers an unlimited number of entries into a contest, the odds of winning with a single ballot become infinitesimal.
When this happens, some customers may not want to enter at all, and then you'll get none of their information. It's a fine line to tread. Always ask yourself before starting, 'if I were entering this contest, how much effort would I be willing to put in?'.
Keep this in mind, and you'll make more mindful choices when it comes to customer data collection through your promotions.
What better way is there to get customer data than simply talking to a customer face-to-face? Talking to a bunch of customers at once.
Focus groups may not seem as relevant in today's world, but they still offer a unique, useful platform to pick the brains of your customer base, in a way that might get you more honesty than you would expect.
When talking one-on-one, customers may sometimes downplay issues that they have with your products/services, customer service, or previous shopping experiences at your business. In some cases, this could be because they don't believe it's worth making a fuss, or it could be because they don't enjoy confrontation.
In a focus group, many of these concerns are set aside. Once customers in a focus group start talking about negative experiences (or ways that they believe you could improve your business/brand), you're much more likely to get open, honest answers from everyone. The stigma about sharing those negative thoughts seems to disappear, when there are numerous other people sharing similar thoughts or experiences.
You'll also get the opportunity to spend a much longer period of time asking detailed questions about each element of your business, and you can ask much more in-depth questions about each topic. This allows you to explore their reactions to some topics in more depth, like product offerings, price strategies, and marketing campaigns.
As we mentioned, the most valuable data always comes directly from the customers themselves, which is why we want to give our clients the opportunity to test out our newest service 'Horizon'. This way, they can share their honest thoughts on it with us, before we make it available through our regular stable of services.
Using Horizon, you can quickly and easily create high-performance landing pages and microsites for your business, without requiring the assistance of a developer.
You can also create and add customer data forms to any of your pages or promotions, so that you can stop missing out on collecting data from your own customer base.
All we ask is a few minutes of your time when you're done, so that we can hear about your reaction to Horizon. That's it. For a free trial that can help do so much for your business, don't you think it's worth a try? We certainly do.
We’ll send you important updates about the early access program and your free invite when we are ready.
Your contact information will only be used for the early access program, not for future sales and marketing.