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Customer insights play a crucial role in attaining customer delight. In this blog, we discuss some of the powerful ways to utilize customer insights to attain customer delight.
You may have a wonderful product that has made you feel quite ambitious! But how do you determine that your product is accepted (and loved) by the customers? For this, the product must fulfill the needs and/or desires of the customers! And how do you create such a product? By listening to your customers and understanding what delights them!
You need to have organized data insights, customer experience insights, and customer journey insights to gain this understanding. This will help you get a better understanding of customer delights. This will, in turn, help you create a better product and thus lead towards success.
In this article, we will discuss everything you need to know about customer insights and how they can be utilized to attain customer delight.
This article will cover –
Consumer or customer insights can be defined as the “comprehension and interpretation of customer data, their behaviors and actions, and feedback into conclusions (actionable insights).” These insights can be used to improve product development and customer service. Organizations worldwide obtain 360-degree consumer views to gain a better understanding of customers’ behavior while making purchasing decisions. These insights also provide a better understanding of how customers perceive their products. The understanding is very useful for business leaders in taking product-related decisions.
We already know the importance of personalization and customization for businesses. Customer insights help get the right information that helps understand what the customers want and how they wish to be treated. Thus, businesses can tailor their products and services accordingly.
According to the insights provided by Microsoft, organizations that use customer insights to serve their customers outperform their contemporaries by 88%.
Further, these insights are also very useful in building their product and product differentiation strategies. Customer insights are also very helpful in creating buyer personas, building customer journey maps, and building upon their current offerings.
Collecting quality customer insights is both important and challenging. To overcome the challenge, you can do the following –
The quality of data is extremely important! It is possible to make efficient decisions only when you have quality data to analyze and draw insights from.
Having good quality data is important, but the right insights can be derived from it only when you have a dedicated data analytics team. The team is responsible for collecting data and analyzing it to uncover product, customer, and operational insights.
To gather data that will help you understand your customers better, you should first be able to narrow down who your customers are. This can be done through customer research – research to understand what your customers want/need. Once you have this data, you can gain actionable customer insights.
Using customer insights is an effective way to achieve customer delight. The phrase customer delight has been used several times in this write-up, but what is customer delight? Let us learn about it.
Customer delight can be defined as the process of matching and/or exceeding customer expectations. It is all about consistently delivering an excellent customer experience at every touchpoint. Customer delight aims to boost customer retention and loyalty. It can be done by addressing their needs and concerns, taking and implementing feedback, and offering discounts and offers.
Using customer insights properly is a great way to achieve customer delight. Here are a few ways to use customer insights to attain customer delight.
Analyzing the customer data and extracting insights from it makes it possible to see the different touchpoints where the customer needs to be handled better. Imagine this scenario, one of your B2B customers click on a digital ad posted by your company. They are directed to your offering page from the ad, which they don’t find appealing, and leave. You will be able to see this when you have customer insights. Using this, you can streamline the entire customer journey to earn customer delight.
This is one of the key ways of using customer insights to attain customer delight. Customer insights provide a clear picture of what your customers want, need, or desire. When reviewing customer insights, you will listen to their reviews, survey data, and behaviors. Thus, you can determine their common concerns and needs.
Based on this data, you can come up with highly targeted marketing campaigns.
You can build targeted customer promotions using customer insights based on their needs and behaviors.
Using customer insights, you will understand how your customers feel about your product – in terms of functionality and performance. Based on this, it is possible to tailor your products and services to match customer expectations. At the same time, you will also be able to improvise your existing offering based on the customer inputs.
Further, as the insights help you understand your customers better, you will also be able to come up with newer solutions.
Using customer insights, you will be able to know your customers better so you can align your CX with their expectations. Thus, you can fix any problems in your process. For instance, you could make your customer onboarding easier.
Imagine this – one of your loyal customers has had a bad experience, and they have reported the same. Your customer service team takes immediate action and offers them a proper resolution. This way, you will delight them and encourage them to refer your company to their peers. On the other hand, your customers will grow angrier if your response times are delayed and may even talk about it on different digital mediums thereby creating a negative image of your brand.
You can use customer insights to understand how your customers feel and ensure a faster and better response.
Using customer insights, it is possible for you to predict how customers will behave in the future and identify the areas to improve. When these gaps are identified, and when they are filled on time, it is possible to predict and reduce customer churn.
As an important member of your organization, you will have ample knowledge of service quality. Along with high-quality products, customers also expect a high quality of service at each touchpoint. Using customer insights carefully can enhance your product and service quality. This will further lead to maximized customer lifetime value. When that increases, the revenue you generate also climbs up.
Understanding what customers want is extremely important in determining the success of your company/product. For this, you will have to utilize customer insights to attain customer delight. Hope the seven ways that we have discussed in the blog will be helpful for you to attain customer delight. For examples of customer delight, please read our blog 10 Inspiring Customer Delight Examples (And Ideas) For 2022.30
Surojit has over 15 years of experience in quality and implementations. He is a promoter of an extremely light and efficient Agile process to fit business needs. In his prior role as product owner, he built a robust product in a very short span of time.
Published 3 Jun 2022, Updated 3 Jun 2022
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