We’ve already talked here about how customer experience is important for your company’s performance and we’ve brought you some tips on how to improve this strategy and one of them is market research.
But what is market research?
Carry out market research consists of collecting information to generate insights and direct the decision-making processes of a company’s managers, always in the interests of improvement. Surveys are fundamental to creating more assertive that are based on the interpretation of the data collected.
Ranging from quantitative and qualitativemarket market research can have different objectives. A company can, for example, measure the level of customer satisfaction through an NPS (Net Promoter Score), which usually has a simple, objective indicator. Or, you can find out if you are delivering effective communication on your channels, through a evaluation survey.
These are some of the possibilities that market research can bring to brands that want to direct their investments and efforts or improve their already established strategies.
Market research in customer experience
When it comes to customer experiencemarket research helps you better understand the profile of your target audience and can even build your company’s Ideal Customer Profile (ICP), which will help you develop more assertive campaigns and establish communication that is more in line with the profile of your consumers.
With the data collected, it is possible to predict your customers’ possible doubts and difficulties and thus build a more complete base of material for a support team, for example, which will make the service more resolutive and agile, making the customer experience more enjoyable. customer experience even better.
In addition, the information gathered in market research can also be applied to sales strategies, by means of more specific approaches that offer appropriate solutions for each profile.
How can Scooto improve the customer experience based on the survey results?
Have you understood what market research and how it can help customer experienceBut now comes the most important part: how does it work in practice?
If the results of the survey show that your customers are dissatisfied with the service of support of your company, for example Scooto works to deliver service customer more strategic and resolutive. Based on the information from the survey, we study the possible doubts and questions of your consumers and take them to the operation, preparing the support team to provide specialized service.
If research shows that your customer churn rate is high, we work on customer retentionby acting strategically in the operationstudying the particularities of each case and personalizing this service to bring back customers who have had a bad experience with the company.
But what if the indicator shows that my sales conversions are low, i.e. I’m having trouble qualifying and effectively approaching my leads? Scooto can solve that for you too. We work with a team of SDR trained to prospect and qualify your leads according to your brand’s profile, increasing your conversion rate into sales and generating business for your company.
And if you still don’t have an indicator, we work on it through satisfaction surveys which will provide detailed opinions from your customers on the aspect of your company that you want to study.
Did you understand how to focus on customer experience can bring positive results?
It doesn’t have to be a 7-headed monster. A Scooto can help. Click here and ask our sales team for help in designing your operation according to your company’s greatest needs.