Every business owner knows that the best way to gauge customer satisfaction is through making sure your staff are trained and capable of understand customer feedback and can rely successes up the chain of command. However, depending on the nature of your company’s structure or the various channels in which you interact with customers, this can be hard to quantify. Questions like, “How can I improve my business?” and “What do customers really think of us?” can go unanswered unless you find a way to get feedback in a structured way.
Digital marketing offers a number of solutions for getting honest, constructive customer feedback. Through a variety of channels such as automation marketing and a focus on local citations, you can use the tools and software digital marketing offers to collect and analyze evaluations of the services or products you provide.
Automation Marketing and Customer Feedback
One of the most clear-cut ways to use digital marketing to benefit your business, automation marketing, allows you to create campaigns that drive engagement and feedback from customers. Campaigns might be focused on surveys to gauge customer satisfaction, or even something as simple as an automated follow up to an opened promotional email can help you determine whether or not your marketing efforts are paying off.
But automation does not exist in a vacuum, and neither do any of your other marketing efforts. An effective automation marketing campaign still relies on high quality customer service from your team, such as personal phone calls to customers or email checkins to touch base when appropriate.
Your automation campaigns are also an opportunity to increase usage of your website, using blogs, website pages, and other digital resources to benefit your customers, giving them the right information they need to make decisions.
Customer Service Software
When people think about digital marketing, they might not realize they can use tools like tracking numbers to not only record their own business calls, but to make more informed decisions about what their staff are doing on the front lines. Using call recording can open up a lot of avenues for internal improvement and allow business owners to hear the questions their customers ask in real time.
At Clix, we have had clients use call recordings to make informed decisions about their staffing and better serve customers’ needs in the office. We also take a proactive approach and give recommendations following our call reports in order to continue to be an active partner in your business success.
Form fills also provide our clients insight into the information customers are seeking. More often than not, having a report of the number of form fills and quality of leads helps our clients determine new information about customers they might have thought about or make adjustments to their website copy in order to move their campaign along. Plus, unlike having an email address on your website – an email address that could be in many other places or handed out by customers via word of mouth – a lead from a form fill can be directly correlated to the success of your digital marketing campaign.
Website Content and Customer Participation
Many businesses may not realize the kind of resources available to them to make their customer service even better, but using your website and other avenues for sharing your content can make a difference. From regular blogs and news updates, to using video and social media to drive engagement to your website, a robust website can set you apart from competitors in big ways.
If you’re ready to use digital marketing to gain customer feedback and grow your business, contact us today!