How to Gather and Use Customer Insights to Improve Experience

It is one thing to claim to put customer interest first, and it’s another thing to do it. In an attempt to become more customer centric, companies such as Tow Truck Panama are increasingly embracing a data driven approach, which helps them to make better and more informed decisions. With the continued advances in big data technologies, there is a huge amount of data to be extracted and businesses can profit from the same.

Big data has become an invaluable tool for creating value for businesses. It eliminates the reliance on gut-feel decision making, and instead, places a lot of focus on empowering every team in an organization to make decisions based on some feedback analyzed from data collected.

What are customer insights?

Customer insights refer to the interpretations of qualitative and quantitative data that is gathered from customer feedback as well as other informational sources, which are then compiled and analyzed to help in making informed business decisions. The goal of the whole process is to identify behavioral trends that can be used to improve the effectiveness of marketing, sales, and other service based initiatives.

If you are looking forward to gathering useful insights for your business, here are some of the ways to go about it;

Use customer feedback

One of the easiest ways to get customer insights is by asking them questions about what they think. This can be done in several ways, including surveys and questionnaires. The type of feedback you get from such methods of collecting data can be useful in making better decisions for your business. However, this model may not be sufficient in giving you a full picture of what you need.

Customer sentiments

Methods of measuring customer sentiments such as net promoter score and star rating may be more useful than surveys. You can ask customers to rate how they feel and use such information to measure customer satisfaction. These methods of collecting insights may be very effective especially for in-app or on-page testing for a single feature you are about to implement in your product.

Third-party data

If you are lacking access to a large amount of data on customer feedback, you can draw vital insights from market research that is performed by large organizations that have a wider audience. All you need is to be aware of customer trends in your industry as they can help you in understanding the pain points and problems your customers are facing. You can then use the same to craft strategies that are aimed at addressing the issues your customers face.

Situational Analysis

There is also another way to go about it, which involves the situational analysis of anecdotal experiences. Customers may not know that something could be better until it comes along.  It can be detrimental to your business especially of an innovative competitor makes them aware. If a customer doesn’t realize the flaws in your products and services, you will continue to do business with them. However, a sure way of continued business from them is to ask for feedback.