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How to Identify Customer Needs —a Step by Step Approach

VLOG Marius Luican: Cercetare. Da' de care (17)

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Honestly, it’s not surprising that industry-leading brands focus on identifying customer needs since 73% of consumers expect businesses to understand their needs and expectations. So, if you don’t know your customer, you’re in trouble. Today, we’re going to be talking about how to Identify Customer Needs.

Let’s get into which tools and tactics to use:

1?? Review the most recurring questions from customers
Take a look at the conversation history in either your live chat or conversation bot software. Go hunting for those emails in CRM, and ask your customer support team to revisit their conversations with your clients. Ask yourself: What are the most frequently asked questions or reported issues with your product?

2?? Run customer satisfaction surveys
Here are three metrics to take a look at:
?? Net Promoter Score (NPS) - lets you assess customer loyalty and calculate the proportions between those who love and hate your brand.
?? Customer Satisfaction (CSAT) - focuses on measuring client satisfaction levels
?? Customer Effort Score (CES) - checks how easy it is to complete any selected process, like payment.

You can run these and other surveys easily through LiveChat.

3?? Conduct social listening
Not all customers will want to fill out your customer satisfaction survey, and it’s perfectly fine. You can conduct social listening to check what people say about your brand online, instead.
Do a quick dive into your social media accounts and look at the comments, or turn to social listening tools like Google Alerts or Brand24 to run a more detailed analysis. I recommend turning to tools as Google Alerts more because it will allow you to scour the entire web and not just social media platforms.

4?? Run competition research
Running competition research is a nicer way of saying spy on your competition. And thanks to the internet, you don’t need to hire a private investigator. By visiting product review sites such as G2Crowd or Capterra, you can read about what people like and don’t like about using your competitors' products. And with that, you can improve your offer.

How to conduct a customer needs analysis?
?? Categorize your findings thematically
?? Conduct a means-end analysis
?? Visualize your findings
?? Putting your findings into action

#customer #customerneeds #customersfirst

00:00 Introduction
01:00 Benefits of identifying and understanding customer needs
01:52 Review the most recurring questions from customers
02:45 Run customer satisfaction surveys
03:18 Conduct social listening
03:49 Run competition research
04:37 How to conduct a customer needs analysis?
04:48 Categorize your findings thematically
05:46 Conduct a means-end analysis
06:49 Putting your findings into action

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Hi, great to see you here! :)

We are LiveChat, and our mission is to help people and businesses communicate better and fully express themselves. You may be familiar with our most popular product: LiveChat, which allows you to communicate with your customers directly through chatting (yes, it's that little icon in the bottom right corner of almost every page), but that’s not the only thing that we do. Let us introduce you to the rest of the LiveChat family:

ChatBot allows you to automate communication with your customers. HelpDesk is a powerful online ticketing software. And KnowledgeBase... you'll never guess: it enables you to share knowledge with others easily and quickly.

However, it doesn't stop there! You can expand our software functionality with additional integrations: Google Analytics, Facebook Messenger, Mailchimp, HubSpot, Salesforce, and many more. All this to give you the perfect tool to communicate with your customers.

Want to learn more? Go to livechat.com and join more than 36,000 companies that use LiveChat.

PS. We know that’s a lot. We’re pretty proud of that.

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