7 Customer Survey Tips, or How to Know Your Customer For Increased Leads & Profits
Ask any business owner and they'll tell you, one of the most important rules of thumb is "know thy customer" (KTC).
Knowing who your customers are—not just on a superficial level, but also on a deeper level—is fundamental for business longevity. It can help your business with most any targeted marketing efforts such as social media marketing (communities with like-minded interests), direct mail and email list selection, copywriting, media buying, affiliate marketing and more. It can also help with bottom-line goals such as bonding, lead generation and sales.
For many years, I've found the best way to KTC is implementing periodic customer surveys, then creating a "customer profile" sheet. Ideally, you want to survey at least two times per year, especially after large attrition or list growth.
The profile sheet is important, as it's a quick reference of your "Joe and Jane" customers, as well as your ideal 'target' lead. After all, your prospecting efforts should be a reflection of your current customer base.
But surprisingly enough, not every business knows how to effectively implement and data-mine its online surveys and the respective results.
Here are some quick tips to get the best performance from your customer surveys for business growth and retention:
1. Keep surveys easy and short. The ideal length should be no longer than 10 to 20 questions and questions should be easy to answer. That means thinking of typical questions and having pre-populated multiple choice answers that only need a mouse click.
2. Go 360. Questions should cover demographics, geographics and psychographics. Also, for potential joint venture or advertising opportunities, it's smart to also ask some competitor and purchase-behavioral type questions.
3. Segmentation is key. Send at least two separate emails to your list. One survey to paying customers and one survey to non-paying customers (leads). It will help later to have these two segments separated when you review response results. If one segment is less responsive than another, you can isolate future "bonding" strategies.
Often referred to as the "marketing maven" by industry peers, Wendy Montes de Oca, MBA has nearly 20 years of experience in marketing, media, and publishing with expertise in multichannel, direct response, and Web marketing. Wendy has generated more than $150 million in total revenues for Fortune 500 companies, top publishers, consulting clients, and her own firm, Precision Marketing and Media, LLC. She is the creator of the groundbreaking SONAR Content Distribution Model and author of the best-selling book Content Is Cash: Leveraging Great Content and the Web for Increased Traffic, Sales, Leads and Buzz [Que Publishing, Paperback].