7 questions that will help you understand consumer behavior
Understanding consumer behavior is essential to develop more relevant relationship strategies and actions. After all, by identifying the customer profile, you can customize service and add value to the brand experience.
However, it is worth remembering that the modern consumer profile has changed a lot with the new technologies. In this scenario, companies need to understand consumer behavior to make better decisions, direct their efforts, and develop more assertive practices.
WHAT IS IMPORTANT TO KNOW ABOUT CONSUMER BEHAVIOR?
Increasingly, sales approaches must be customized and targeted at specific niches of interest to the product or solution. This is critical to meeting customer expectations and exceeding the market’s high competitiveness.
Thus, it is not enough to identify that your product serves a certain audience. But it is necessary to understand consumer characteristics in order to identify more efficient channels, preferences and approaches.
With this, knowing the consumer behavior allows to develop actions aligned with the profile. And consequently, companies increase the chances of success.
Here are 7 valuable insights to gather to define your audience and map your profile.
1. Professional Profile
The professional profile says a lot about a client’s business data, such as job title, department, segment, and business. This helps in building relevant strategies for this type of professional and also in attracting more prospects with this profile.
2. User Status
How is the customer currently positioned in relation to the company? This information helps identify customer status. For example, if he is on a buying journey, uses the software or service he sells, can upgrade the plan, or is in between purchases.
This lets you know which consumers are engaged and can buy back from the brand.
It also indicates who has not had a relationship, is disinterested or dissatisfied with the product or service. This shows the need to review processes, improve service quality and the product offered.
3. Type of Engagement
You also need to identify the type of action the customer takes when contacting the brand. There are several ways to connect, such as consuming blog content, downloading special materials, requesting additional information, requesting support, among others.
This information helps you understand how the customer uses the product and relates to the brand. This enables the company to add value to the customer experience.
4. Product Expectations
To understand consumer behavior, understanding customer expectation is critical. This is because products and services can be directed to different goals. Understanding this aspect makes it easier to improve the customer experience and align those expectations.
5. Results achieved
After knowing the expectations of the public, it is possible to know if the company delivers what is desired. After all, the results achieved by customers are essential for customer loyalty, generating better business results.
6. Customer Satisfaction Level
Measuring the level of satisfaction is a way of knowing the consumer’s perception of the product and the service. This knowledge assists in the development of new actions more aligned with the consumer’s profile. Which allows to increase loyalty.
The Net Promoter Score helps to know the brand satisfaction index. But the feedback helps in identifying problems or more timely hits, such as inappropriate approaches, ineffective channel, among others.
Therefore, the consistency of other information can be assessed through SPL and feedback. And if problems are found, it is a sign that the strategies need to be reviewed.
HOW TO MAP CONSUMER BEHAVIOR?
To gather information about your customers, it is important to rely on technology resources that help map and monitor behavior.
OlosChannel consists of an omnichannel platform and integrated with different customer care and relationship solutions such as chatbot, IVR and digital agent.
The tool collects information at all stages of purchase and uses data intelligence to identify preferences and make the approach more efficient and personalized.
With consumer behavior mapped, companies have great potential to improve customer satisfaction and experience, what impacts sales and business results. Want to know more? Get in touch now!