How to Use Customer Feedback & Message Mining as a Way to Increase Sales?


Published: | By Arianna Lupi

Do you know 86% of customers are willing to invest more for a better customer experience? 

According to a survey by GlobeNewsWire, 49% of customers are highly likely to make impulse purchase decisions if they get a personalized customer experience.

These statistics clearly show the power of customer experience on your business. Still, many SaaS developers and other businesses do not interact with their customers before launching their products.

If you are designing a product for a particular audience, you need to understand their needs and pain points before making any decision. 

Building a great product is amazing, but what’s more important is that your customers know how your product can help them. 

They should know the use cases of your products, after all, it is your customers that keep your business alive and running. How you interact with your customers and use their feedback plays a pivotal role in building your brand. 

That’s where message mining can help your brand. 

Keep reading to learn more about message mining and how you can use it to increase your sales.

What is Message Mining and how can it increase sales?

Message mining is the process of researching your audience’s needs and wants on the internet. For any business, message mining is a crucial element of customer research. 

It gives you insights into your target audience and details about what they want, what are their pain points, what can resolve their issues, and so on. It also tells you which features and benefits of your product/services matter the most to your audience.

Customer feedback, on the other hand, is the process of collecting feedback from your clients. Once they are done using the product, you request them to drop feedback so you can know their experience with you. 

Both are important aspects of marketing. They help you identify your customers’ pain points so you can build a product that fixes their problems and makes their life easier. 

But, how can you use them to increase your sales? Where and how can you implement this research? Let’s find out.

  • Research your target audience

“There is a great difference between knowing and understanding: you can know a lot about something and not really understand it.” By Charles F. Kettering

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Message mining can be done before you launch your product in the market. In fact, it should be done before a product launch as it helps you understand your audience better and improve your product accordingly.

You may not have any customers now, but once you have introduced your product to your target market, you will have plenty of messages about product inquiry. People will want to know what your product offers, how it can help them, how they can use it, and more.

Message mining is the only way you can get a competitive edge over your rivals. We’ve seen many startups outperform established businesses. How do you think they achieve that? It is research combined with digital marketing that helps businesses grow. 

Here’s how you can perform message mining:

  • Find the most popular phrases and keywords around your products. 
  • Type them in the Google search bar and check out the top ten companies offering the same product and services. These are your competitors.
  • Go over the customer reviews to see what your audience has to say about the competitors’ offerings.
  • Conduct SWOT (Strength, Weakness, Opportunity, and Threat) analysis
  • Research more about their products and see where they are lacking

The above steps will help you identify your value proposition. 

Message mining before you have customers is a perfect way to build a solid customer base using your competitors’ marketing strategy. 

  • Build a review section for your website

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A review section on your website does not only show customers’ experience with you, but it shows what your customers actually think about your product.

95% of customers make a purchase decision after going over the reviews. 

Your customers are highly likely to check the past reviews to determine your product quality and reliability.

Make sure you receive authentic reviews from customers who have purchased and tried your products. 

Many brands fill their website with fake reviews just to grab the attention of their target audience. What they fail to understand is that fake reviews will not boost their sales.

You can use a structure where your audience can leave a review for each product individually or create a page dedicated solely to the customer reviews. This section will show your prospects all the best things your customers have to say about your services. 

Even if you don’t get 5 stars for each product, it is perfectly fine. Your customers need to know that you are an authentic brand and you sell 100% genuine and high-quality products. 

  • Use customer surveys to learn more about them

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Your audience involves a set of people who visit your websites but have not made a purchase decision yet. Your customers are those who have purchased from you.

You need to build your audiences’ engagement in your brand so they can buy from you and retain your existing customers. This can be done with a survey form. A customer survey form allows you to collect useful information about your audience and existing customers.

  • Customer surveys

The survey for your customers will focus on why your customers should buy from you again. You don’t have to highlight the attributes of your product, as they already know it. It should rather ask your customers these questions:

  • What did they like about your product?
  • Why should they consider a repeat purchase?
  • Will they want to recommend your product to their friends?
  • What’s the best part about your product?
  • Where can you improve?
  • Did it help solve their pain points?
  • How will they rate it?
  • Was it easy to use?
  • Why did they choose your product over the competitors?
  • How was their overall shopping experience?

You can add more. Make it short and meaningful. Remember your end goal is to collect customer feedback and learn more about their experience with you. 

This survey will help you learn two important things:

  • How you can improve your product to make it more valuable and better for your audience.
  • The strength of your product or the quality that your customers appreciate the most.

If your goal is to retain your existing clients and build a long-term relationship with them, you need to understand them and their needs. 

  • Audience surveys

Audience surveys are completely different from customer surveys. Your audience has not purchased from you yet. Consider them as your site visitors who are not sure about whether they should buy your product or not. 

How can you convince them to hit the “purchase” button?

To convert your audience, you need to understand them. Learn about them through a personalized survey. You could also use the audience survey before launching a new product. 

Here are a few questions you can ask your site visitors:

  • What are your pain points? Why do you need this product?
  • Are you currently using a similar product?
  • How is it helping you solve your pain points?
  • What qualities are you looking for in our product?
  • Is there any reason why you are not buying our product right now?
  • What can we do to make our product better for you?

Whether you have given a teaser of your product or launched it, these questions will tell you what your audience thinks about buying from you. 

Now that you know what questions you can add to the survey form, the question is how can you design one. Fortunately, you don’t have to build a survey form from scratch. For survey design ideas for your site, click here. You can use these forms for customer surveys. 

  • Track the results

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Taking a survey is one thing and working on your customers’ feedback is another.

Once you have collected the customers’ responses, it is time to work on their feedback and improve your product. Remember your product should be customized to your audiences’ needs. 

You can’t put yourself ahead of your competitors with a product that doesn’t satisfy your audience. The goal of using a survey is to learn more about your customers, their needs, expectations from your product, and pain points. 

Review each response and make necessary changes to your product. Send a follow-up email telling your customers about how you have upgraded your products based on their feedback. 

This small step can mean a difference between a lost customer and a loyal customer. 

Conclusion

No business can thrive without achieving customer satisfaction. You need to research your audience, understand their requirements, focus on their pain points, and come up with a solution that caters to their individual needs.

The above steps will help you learn more about your audience. 

These methods are for those who want to offer personalized services to their target customers. 

So, what’s stopping you from growing your sales? Follow the above tips and take your business to the next level. Good Luck!

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