What you should ask customers
Posted: Mon Feb 17, 2025 9:53 am
It's always worth asking customers directly . The most common fear is that asking questions will annoy customers or they will reject it. This is not usually true. Some may reject you, but many of them will be happy that you want to hear their story. Even those who have complained about the product or had a negative experience. Always ask why first:
In practice, there are several options. If you have an e-shop or very busy customers, call them. Read a case study with instructions on how to prepare a telephone survey here . Customers will not have to travel anywhere and worry about time. If you approach the interview in a human enough way, it will serve you well.
You can hire an outside agency to speak to customers for you. But Kim wouldn't recommend it. She says it's a bit like outsourcing a fish: " Not exactly what you intend to do, right ?"
How to track customer behavior online?
Tracking customer behavior, which is another way to find out why , is very business owner database easy online. There are a number of tools available to track customers.
From our experience, we recommend the HotJar tool, it is a tool that records user behavior. You will see where and how they click, but the tool does not store any information about them. You can also track user traffic in Google Analytics and other tools . You can easily identify problem areas . You will not learn why the customer buys, but you will know how.
Web analytics has an irreplaceable place in this regard . It is the first step you should focus on, whether you need to improve your existing website and services or are planning a redesign. Thanks to quality analysis, you eliminate errors that prevent customers from purchasing your service or irritate them for other reasons.
Understanding the customer correctly is the key to success
The basis of analytics is actually to understand the customer well. You need to understand their expectations and needs in order to be able to address them meaningfully. We can have different opinions about what a wooden cabin in the mountains looks like:
How misunderstandings arise
Our consultant Daniel gave a lecture at Business Week about how to understand customer expectations from your website or e-shop .
In practice, there are several options. If you have an e-shop or very busy customers, call them. Read a case study with instructions on how to prepare a telephone survey here . Customers will not have to travel anywhere and worry about time. If you approach the interview in a human enough way, it will serve you well.
You can hire an outside agency to speak to customers for you. But Kim wouldn't recommend it. She says it's a bit like outsourcing a fish: " Not exactly what you intend to do, right ?"
How to track customer behavior online?
Tracking customer behavior, which is another way to find out why , is very business owner database easy online. There are a number of tools available to track customers.
From our experience, we recommend the HotJar tool, it is a tool that records user behavior. You will see where and how they click, but the tool does not store any information about them. You can also track user traffic in Google Analytics and other tools . You can easily identify problem areas . You will not learn why the customer buys, but you will know how.
Web analytics has an irreplaceable place in this regard . It is the first step you should focus on, whether you need to improve your existing website and services or are planning a redesign. Thanks to quality analysis, you eliminate errors that prevent customers from purchasing your service or irritate them for other reasons.
Understanding the customer correctly is the key to success
The basis of analytics is actually to understand the customer well. You need to understand their expectations and needs in order to be able to address them meaningfully. We can have different opinions about what a wooden cabin in the mountains looks like:
How misunderstandings arise
Our consultant Daniel gave a lecture at Business Week about how to understand customer expectations from your website or e-shop .