As a business owner, you want to know what your customers are thinking and feeling. You want to know how to make them happy. To do this, you need data from customer surveys and analytics tools like Google Analytics, Facebook Insights, or Mixpanel. This blog post will show you how to create a customer analytics strategy using these resources.
1. Define your customer’s needs
As the owner of your company, you must know what your customer’s needs are and how your product or service helps them fill that need. You will use this information to create a customer analytics strategy.
For example, suppose your customers need advice and support. In that case, they may be using Facebook Ads Manager (FAM) and turning to Google Analytics for insights into how their ads are performing or what demographics those people who clicked through the ad fall into. These features help them find solutions faster than ever before.
2. Identify the customer journey
When your customers are looking for a solution to their problem, they may first turn to FAM or Google Analytics. Then they’ll look at the product catalog and perhaps ask other people on social media what products might be right for them.
You will need this information when you create customer lifecycle funnels with tools like Heap or Mixpanel so you can see where people are dropping off.
3. Develop a data strategy to understand customers
Once you know what your customers want and how they access the information, you can use Mixpanel or Heap to answer specific questions like Who are my best leads? How do I increase conversions on product X? What is a good retention rate for new users who sign up in month one of using our platform?
You’ll want to use tools like Google Analytics for insights into your overall website performance and traffic.
You should also create a funnel report with Mixpanel or Heap that shows how many people are reaching specific pages on your site, where they’re dropping off in the process, and which channels those customers came from.
4. Find ways to collect data from your customers to serve them better
You will want to use a customer data platform to collect information from multiple sources like Google Analytics, Facebook Ads Manager (FAM), and Mixpanel. This way, you can make sure all of your customer data is collected in one place, so you know how they’re interacting with your company across channels.
For example: If a lead comes into the website through FAM after clicking on an ad, then you can see what they’re most likely to purchase based on their demographic information. Then you could send them an email with recommendations for similar popular products or show up in searches.
With this process, your customers will have a great experience at every step of the customer journey and hopefully become lifelong clients who bring more business to you.
5. Work with others to help provide an exceptional experience for all of your clients
As an owner, you can’t do everything by yourself. You need to work with others on your team, like designers and developers, who will help design better customer experiences based on the information you’re collecting through analytics tools like Google Analytics or Mixpanel.
You also need to work with your sales team to make sure they’re following up on leads to get the best results. You should regularly speak with customer support representatives who interact directly with customers.
If everyone is working together, then there’s a much better chance that people will be satisfied when they reach out for help because you’ll have the data to back up your decisions.
The customer analytics strategy you create should help all of the departments within your company work together to provide an exceptional experience for every one of your customers. People will be happier, more satisfied, and do business with you for years to come if they have a great initial experience when they interact with your company through any channel.
