Turn Leads into Customers With Follow-up Surveys

Successfully Qualify Leads and Turn them into Customers

Marketers know that sales conversions are dependent on how well the marketing and sales teams work together to nurture leads throughout the buyer’s journey. From the moment a website visitor completes a web form, to the time they participate in a sales demo, to the time they become a new customer,  that lead needs to be nurtured and refined throughout every step of the buyer’s journey.

As we all know, leads don’t turn into customers instantly (bummer!). You have to warm up a lead first, and methodically build a relationship with them before they will be ready to purchase. One way to learn more about your leads is to conduct a lead follow-up survey. A lead follow-up survey is a great way to better qualify your new leads and learn more about the information they want to receive throughout their individualized buyer’s journey. If done properly, lead follow-up surveys can prove to be a very valuable B2B sales tool. Here’s how you can include a lead follow-up survey in your everyday business practices. Continue reading

Do You Know the Value of Customer Retention?

Before you develop a plan for customer retention, you need to understand the value of customer retention

customer-retentionAny good business knows that customer retention is extremely important. Managers and leaders recognize that losing loyal customers is not good for the company’s long term revenue goals and overall success. Even though this is understood on a basic level, few businesses – especially those businesses that provide a service – understand what losing a customer can mean to their company.

Let’s take a look at an example.  Continue reading

Consistency is Key When Responding to Customer Satisfaction

Timely response to feedback from customer satisfaction surveys is the key to improving overall customer satisfaction

misinterpret-customer-feedback-survey-resultsThe ability to respond to customer feedback  in a timely manner is one of the main advantages of online and mobile customer satisfaction surveys. When gathering customer feedback, for example, their level of satisfaction with your products & services, a higher level of immediacy should be taken. Reacting to customer feedback immediately has become standard-business-practice for improving customer satisfaction on a respondent-by-respondent basis.

How can you respond immediately to those customers? This is where triggered email alerts come in very handy. Triggered email alerts are come in very useful when you want to receive notifications each time a specific action takes place in a customer satisfaction survey. You can program your survey to send triggered email alerts to specified email addresses when a respondent chooses a particular answer to a question or a set of questions. The person (or persons) in your organization receiving the triggered email alerts is able to immediately respond through a follow-up phone call or email.  Continue reading

What Do Your Prospects Want? Ask! 7 Strategies to Help.

 7 strategies to help you determine what your prospects are looking to purchase

Do you know exactly what products and services your prospects want to purchase? Wouldn’t it make sales and marketing much easier if you knew exactly what they want?  Although there is no one straight answer to this question, there are several strategies you can use to gather information on what your target market is looking for in terms of products and services.

Here are 7 strategies you can use to determine what your prospects are looking to purchase.

  1. Ask your current customers for ideas about new products and services. This is an obvious method, but it’s also one of the most effective means for gathering ideas. You can also make use of your current email subscribers and social media followers by asking them if they have any suggestions for new products or services.customer-sat
  2. Ask your current customers for feedback on products and services they currently use, not including your company’s.  When you survey your current customers, don’t just focus on gathering feedback about your products or services. Ask them what they have purchased from other businesses, and how satisfied they are with those products and services, and what features stood out that made them purchase those products or services. This will give you a clearer understanding of what your customers purchasing habits, and how you can effectively market to them and persuade them to buy from your company. Continue reading

Download Free Report: 7 Most Common Mistakes in Customer Feedback

Download our free report now! Report: The 7 Most Common Mistakes in Gathering Customer Feedback

7-mistakes-customer-feedbackFeedback is a powerful tool, but in an era when feedback channels are proliferating, this report looks at some of the common pitfalls in customer feedback and how you can avoid them.

Snap Surveys partnered with Brand Republic, the UK’s leading online destination for people working in the marketing and communications industries, to explore how brands are capturing customer feedback and what they do with the findings. At the same time, our own Snap Surveys UK consumer panel was asked how they felt about being on the receiving end of such approaches. 


 

Free Report: The 7 Most Common Mistakes in Gathering Customer Feedback

Download our free report: The 7 Most Common Mistakes in Gathering Customer Feedback

7 Common Customer Feedback Mistakes Report

Throughout our 7 part blog series, we discussed the 7 most common mistakes in gathering customer feedback and what you can do to avoid them. All blog posts in this series are easily accessible and include: Continue reading

7 Common Mistakes in Customer Feedback, #6 Misinterpreting Findings

Mistake #6: Misinterpreting findings from customer feedback surveys

misinterpret-customer-feedback-survey-resultsInterpreting results can be a specialized task in itself. Pitfalls include analyzing responses out of context and, in the case of unsolicited feedback on social media and websites in particular, being unaware of the polarizing nature of opinion.

As one marketer told Brand Republic and Snap Surveys: “Customer feedback only highlights the edges of customer sentiment. People only give feedback when they’re very upset or very happy.” 

Former Unilever researcher Nicola Stanley feels this quote sums up a vital fact about unsolicited feedback: that often those giving their opinions do not constitute the largest section of your audience. Continue reading

7 Common Mistakes in Customer Feedback, #5 You Don’t Listen

Mistake #5: You’ve asked the question, but you don’t listen to the answer

Customer-feedback-need-to-listenIn Snap Surveys’ consumer interviews, a strong sense of feedback disappearing into a black hole emerged.

“If someone has bothered to provide feedback, companies should take it on board. Sometimes they will thank you and then do nothing,” one consumer told Snap Surveys.

The private sector would do well to look to healthcare to witness how patient feedback is now considered fundamental to service improvements. To boost its effectiveness and sustainability, the NHS is rolling out patient survey programs requiring GPs, dentists, NHS Trusts and hospitals to publish feedback and demonstrate how they are responding. Continue reading

7 Most Common Mistakes in Customer Feedback, #4 Poor Design

Mistake #4: Your customer feedback questionnaires are poorly designed and too long

poor-survey-design_7 mistakes seriesThe design and length of your questionnaire can mean success or failure for feedback exercises. If the questionnaire is self-completion, answers to later questions can be affected by having seen those that came earlier, so effort is needed upfront to consider the order of questions.

It’s worth remembering that your request for a respondent’s time competes with their other activities, and with your competitors sending out surveys too. It’s tempting to include every topic you’ve wanted to ask your customers and prospects, but long questionnaires can mean people cutting off half way through, affecting data quality. Continue reading

7 Most Common Mistakes in Customer Feedback, #3 Using Only One Channel

Mistake #3: You believe online is the only feedback channel for customer feedback surveys

When Brand Republic and Snap Surveys asked marketers which feedback channels their companies used, 59% cited social media, followed by online surveys (54%), preferences that were mirrored in Snap’s consumer survey. [See graph] 

collect-customer-feedback-graph
But while the comparative ease of online research is alluring to marketers, the reality is that not all consumers can be reached online. Bear in mind, too, the depth of information you require and that there are physical restraints on surveys delivered on devices such as mobile. Continue reading