Customer data provides your business with a great deal of insight on how you can best connect with your audience. But, if you’re just starting out or unsure of the direction that data is pointing you in, it’s time to go directly to the source and ask. Nielsen data suggests 84% of customers trust recommendations from people they know, and 68% trust online reviews, so customer feedback plays a critical role in the success of your business.
We’ve already talked about how you can use customer feedback to improve your business, so today, we’re going to dive a bit further into the benefits of polling your customers, and just how Insightly can help you do that.
Benefits of Polling Your Customers
Customer polls have numerous benefits, including:
- Finding out how customers feel about a certain product or service
- The additional products and services they’d be most likely to buy from you
- How they feel about your company overall
- Finding out what kind of customer service experience they expect vs. what they receive
- How they respond to certain offers
- Price points at which they’d be most likely to make purchases
- And more…
No matter what you want to know about how your customers are responding your business, there’s a tool available to make it easier for you to communicate with them. The key is to use the right tools to generate polls and keep track of the data that comes in through the platforms.
Use your email marketing platform to send targeted surveys to the necessary segments of your list. This is the best way to find out information about a certain product – you’d send the survey to list members who’ve purchased the product, rather than your entire customer base.
Use Facebook polls to get information from fans of your page who may or may not already be customers. You can choose from a simple one-question poll installed on your page tab or embedded on your website, a timeline hashtag poll, a customer satisfaction survey, a giveaway contest, a photo submission contest, a photo voting contest, and even quizzes if you’re willing to also invest in Quizzes for Facebook.
For longer, more in-depth surveys, turn to a tool like SurveyMonkey to get the information you need. Just be sure you’re asking necessary questions, and keeping things short and to the point. If the survey is going to take a significant amount of time, reward customers with a freebie or discount for their time.
Take for instance, Nexonia, a Canadian-based company that offers a cloud-based solution for expense and timesheet management. After 10 years in business, the company hadn’t established a formal customer feedback solution, but after turning to SurveyMonkey, they were able to create a solution that enabled them to learn more about how users felt about the mobile and web experience.
The survey results indicated customers wanted to see a visual modernization of both the web and mobile interfaces, and they love the app so much they want to access the full web capabilities from it. As a result, the company was able to roll out the desired user face changes within 60 days of getting the feedback, and started developing the additional functionality for the mobile app.
How Insightly’s Lead Management Features Can Help
With our lead management features, you can funnel your leads from a number of sources into the CRM. Using a form on your website, you can convert the information from a contact form, or a feedback survey into a lead in Insightly. And, if you’re out and about away from the office and just happen to connect with someone who may be interested in what you have to offer, you can create a lead in the system so you know you need to verify them later.
After collecting the lead data and determining the lead is qualified, convert it to a sales opportunity, and Insightly automatically creates a linked contact and organization to keep everything streamlined and efficient.
With the new customer feedback data in hand, you’re better equipped to qualify leads, and then make changes to processes, products, and services to better suit the needs of your customers. In turn, this creates a happy, engaged, customer base, which helps to foster loyalty. Rosetta says engaged customers buy 90% more frequently, and spend 60% more per transaction, leading to those customers delivering three times the value over the course of a year.
If you’re not already using surveys and polls to get information from your customers, you’re missing out – so get started today.
At Insightly, we offer a CRM used by small and mid-sized businesses from a huge variety of verticals. Learn about Insightly’s features and plans on our pricing page or sign up for a free trial.
