How Customer Feedback and Insights Help Build Better User Experience?
One of the most vital things that will dictate the growth of your company over time is taking care of the needs and desires of your target audience or your customers by gathering customer feedback and insights. This will be beneficial for the growth of your product over time. Being a good listener and reaching out to your customers will not only bring better engagement, but also reflect that your company cares about its customers. Nowadays you’ll find that businesses that rely on quality data acquired from the customer insights have better growth of their product.
So what are user insights exactly?
In simple terms, user insight refers to interpreting the feedback received from the customers, be it positive or negative that will add qualitative and quantitative value to the product. It helps to understand in a better way how the audience perceives our product and how you can improve. It comes down to human psychology as it helps us to figure out what is currently needed in the market and how can you fill that void. Thus by resonating with their problems you can improve the experience.
By collecting all the details from the insights, you can make certain changes to your product to meet the standards of the customers. Therefore, it’ll bring more sales and take the company in the right direction. If a company does excellent research on customer insights, then it’ll help in improving the overall quality of communication with their customers.
Why do brands need customer feedback and insights?
These days brands can benefit from customer insights to improve the user experience by building a strategy that embarks on directing data to find what your customers like or dislike about your product and how you can improve them. It also helps you to convert the target audience into potential customers, as you can easily improve on the problems with the help of qualitative feedback from your audience.
Now let’s understand what are the ways you can get insights and how can you use them to help your business:-
1) With the help of customer feedback
The simplest way to get customer insights is by simply reaching out to your customers with the help of surveys. Surveys help you essentially in relaying important data from your customers to you. It can be used to ask questions like how is the product fairing in the market or is it reasonable for the common multitude. These questionnaires help a lot for better campaigns in days to come. However, this might not just be enough as some of your customers might not feel comfortable sharing their true opinions by using surveys or questionnaires so stay glued for the next points.
2) Understanding the sentiment of your customers
Just like the surveys, it’s important to understand the sentiment of your customers to use your products more effectively in the market. By applying practices like NPS and star ratings, you can understand a lot about how your customers feel. As rating by using star takes a few seconds to do, you can easily get a lot of feedback. To make the feedback more specific, emoticons can also be used. You can go the extra mile by doing a sales call to your customers to get their review of your product. Thus you can engage more with your customers.
3) Utilising Third-Party Data and trends
There might be a situation when you don’t have access to a vast amount of data from the feedback you receive from your customers. There is nothing to worry about as you can easily get insights from the research work done by a business organization that has a greater audience. However, you must be aware of the trends that occur with time and adapt to them. It will help to understand what are the issues your customers face and how can you provide a remedy for them.
4) Utilising Real-Time User Testing
You can gain better insights with the help of apps and websites because experience from online platforms can be run through A/B tests based on parameters like experiences. These tests help you understand your customers in real-time by analyzing how the users interact with app or web elements like navigation, FAQ, etc. Thus, by studying statistics, you can bring changes to your product.
5) Behavioral Data
Not only the reviews and surveys by the customers hold value but also the way they interact with your mobile application and the website plays a big role in understanding the true nature of your product.
You can gain a lot of information from analytics software like Hotjar and Lucky Jar because they are heat mapping and screen recording software. With help of these, you can understand a lot about your audience. You can also gain intel by the searches they do over time by software like Google Trendsetter or SEMrush.
6) Use Of Predictive Modeling
If you are looking for immediate insights for your product, then predictive modeling is the best statistical resort you can look up to as it helps in decisions and changes after studying the behavior of your customers. With the advancement of technology, Machine Learning is paving the way for the application of more complicated algorithms to study user behavior over an extensive amount of data and they help in getting accurate predictions.
With the help of Insights or customer feedback, you can go through a wide range of data to figure out what customers like and dislike about your product. It guides you in improving your product and bringing changes. It will also pave the way for successful future campaigns that will help you improve sales and make the product more efficient. As technology is developing with every passing day, there is a tool called Big data that is an enormous asset in the current market as it helps to analyze a tremendous amount of data and in return provide fruitful insights.
