如何將客戶評價運用在成長駭客策略?

跨際數位行銷有限公司知道大家都希望可以讓公司成長,又不想要有過多的支出。而公司的成長一定要有廣大的客戶群,所以客戶群可以說是成長的基礎。想要不花費太多資金又可以讓公司成長,把客戶照顧好且讓他們對你有好的評價是非常好的成長駭客策略。接下來就讓我們看看怎麼把客戶評價運用在成長駭客策略,讓你省錢又省力!

跨際數位行銷有限公司教你5

第一招:衡量客戶的快樂以及滿意度

滿意的客戶是公司成長中很重要的一個環節。如果客戶對你的產品/服務感到滿意,他們會很樂意向親朋好友推薦。客戶的推薦可以為你帶來更多的潛在客戶,而且還不用花費多餘的宣傳費用。為此你必須多加注意客戶的情緒,不管是滿意或是不滿意都應該要重視。

第二招:增加客戶保留率

如果你的公司持續在流失客戶,那麼公司是無法成長的。所以說好的客戶保留率對於公司的成長來說也是一大關鍵。尤其是公司想要提高銷售量的時候。當公司推出新產品/服務給新客戶時,新客戶的購買率大概只有5%~20%。而舊有客戶對於新產品/服務的購買率可以高達60%~70%。

如果想要保持高的客戶保留率,你得提供舊有客戶一些回饋機制或是專屬優惠。讓行銷團隊去了解客戶的需求,來制定一個把舊有客戶留住的優惠計畫。幫助舊有客戶解決他們的問題,或是提供他們共好的服務。讓舊有客戶感受到你的誠意,會讓他們對你的品牌忠誠度更高。這樣一來就可以讓公司更快速地成長。

第三招:和客戶對話

跨際數位行銷有限公司和客戶直接溝通

很多人認為,行銷團隊只要負責聆聽客戶遇到的問題以及提供適當的解決方法就好。然而更好的客戶服務是要主動聯繫客戶。就像你在培養團隊一樣,你必須主動去了解團隊的每一個成員並且給予適當的鼓勵,才會讓整個團隊更加有凝聚力也更進步。當你越了解客戶的需求,你不但可以提供更到位的服務,還可以研發出更符合客戶的產品。

第四招:發送問卷調查,並且認真看待每一份回覆

跨際數位行銷有限公司問卷調查了解客戶並且做出改善

直接和客戶溝通是一個可以更加瞭解客戶想法的方法,但是這並不是唯一可以蒐集到客戶的回饋的方法。行銷團隊可以在和客戶經過溝通之後,讓客戶填寫問卷並且寫下對於產品/服務的想法。

當你在設計問卷之前,你要考量到客戶的耐心。想像自己是一位客戶,你會想要填一份30題的問卷,還是只有3題的問卷呢?想必都是後者吧!所以問卷的價值不在於題目數量的多寡,而是在於題目的精確度。如果題目問到的資訊是有幫助的,那就算是只有3題的問卷也是價值連城。蒐集到客戶填寫的問卷之後,行銷團隊需要詳細的閱讀並且整理結果。這樣才能知道如何改進整體的行銷策略以及下一項產品的研發。

第五招:用客戶常見的問題來開發新的資源

不管是聽取客戶的意見或是主動和客戶溝通,都可以了解他們常遇見的問題。行銷團隊可以匯集這些問題,並且利用這些問題開發新的服務資源。例如:Adobe’s Photoshop將客戶常遇到的問題納入了程式的問題導覽中,所以用戶可以在遇到問題時透過程式本身查詢解答,而不需要打電話給客服人員。

事實上,越來越多客戶習慣在遇到問題的第一時間先上網找尋文獻、網站,或是影片解答。所以如果你在公司的網站或是產品的介紹加上Q&A的部分,就可以提供客戶最即時的解答。這樣也不失為一種新的客服資源,而且還不需要花費額外的經費。

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