How do you make sure that you keep listening to your users and their frustrations while they use your service?
I have to admit that it’s hard to keep doing it week over week. At Helloprint we have a weekly customer feedback session where we dive in all of our tools where we collect some kind of customer feedback. From call recordings, to Hotjar videos, NPS surveys and complaints.
But nothing is more insightful than observing your potential customers behaviour while they are going over your website. Why don’t you step out of your office right now and ask passers-by to describe everything they see and feel while looking at your homepage or product detail page (pdp). Other questions that you can ask are:
- What product or service does this website offer?
- What are the benefits of this product?
Also in this digest: a few weeks ago I attended the 1-day neuromarketing crash course by my pals over at Neurofied. In one day they brought me up to speed with several cognitive biases and how to leverage them. What it brought me was more granularity into what makes people act and how to use these biases to guide them towards a transaction.
See you next week!