We’re bringing the ClearEdge team directly to you with our new short-form video series, Spark the Space, designed to energize and elevate your marketing game!
In this episode, Stacy Greenberg, Senior Content Specialist at ClearEdge joins Devyn Gaydos to share how you can bring the voice of the customer into your brand messaging and beyond. Learn how to collect voice of the customer research, how to use it in your messaging, and more.
Valuing Voice of the Customer with Stacy Greenberg
4 Tips for Gathering Voice of the Customer for Your Brand Messaging
Conduct Direct Interviews with Customers
Doing one-on-one interviews with your customers can help you uncover insights that might not otherwise appear. Customers often feel more comfortable sharing candid thoughts in a personal setting, offering you a deeper understanding of their feelings and preferences. If you don’t feel comfortable running the interviews yourself, consider using a third-party facilitator to ensure you get the honest responses you’re looking for.
Use Net Promoter Score (NPS) Surveys
NPS surveys help you gauge how customers perceive you and can uncover areas for improvement or even chances for expansions. We took a deep dive into NPS surveys on a recent Spark the Space conversation that can help you get started!
Monitor Social Media Conversations
Keep an eye on social media by tracking mentions of your brand, competitors, and industry. On social media, people are often completely honest and unfiltered in their feedback. Keeping an eye on posts can get you a whole new angle about what your customers are looking for. This can be especially useful when entering new markets or testing new products.
Analyze Customer Reviews
Customer reviews on Google and beyond offer an honest view of how your brand is perceived. Often they can also highlight updates or changes you may not have considered.
The important thing to remember when it comes to gathering voice of the customer feedback is to remember that this is about creating a conversation with your customer, rather than just talking at them. Investing the time and energy to understand exactly what it is that drives your customers to work with you will help you craft messaging that will help you reach even more people who could use your services.
If you want more Spark the Space, see all the videos here!