Do you think that only your digital marketing manager needs to care about customer feedback?
Well, then let us enlighten your mind with some surprising information here.
2018 has been a year of great digital transformation in the corporate world. Every business out there has been affected by the need for a good digital customer experience. But to learn about that, you need to collect customer feedback at different stages of their online experience with your business.
While you think that only a digital marketing manager should be concerned about customer feedback, we think otherwise. Customer feedback can provide a huge assistance to the following roles in your digital marketing team as well.
1. An e-commerce manager
As an e-commerce manager, you will be responsible for taking care of the customer’s onsite experience with the business. You will be expected to boost conversions while managing product overviews, description, and the pricing as well.
Majorly, an e-commerce manager is held up with creating marketing and online sales strategies. Now, in order to optimize the online customer experience, insights from customer feedback are very significant. They can quickly tell you, why a certain customer is not purchasing your products/services. You can then use this information to create more optimized and data-driven marketing and conversion strategies.
2. A digital analyst
The job of data analysts is to combine and interpret the corporate data for strategy development and decision making. Their key role is to provide reports and analytical information to the marketing and e-commerce department in order to help them improve customer experience and increase conversions.
Customer feedback, however, is very important for data analysts for such insights and reporting. They gather this information from different feedback tools like TrustedExpert and different analytic tools like Google Analytics. Further, they report this information to the other teams for showing which activities they need to improve and which activities they need to stop permanently.
3. A product manager
Being a digital product manager, you need to act as a bridge between your customers and your development team. A product manager is responsible to rectify all the product/service lags and customer concerns to allow better product development and smarter marketing strategies.
However, the biggest tool in a product manager’s hands is also the customer feedback. Feedback from the customers serves as a digital salesperson that helps the product manager in improving the products/services via insights gathered. It allows the product manager to optimize workflows and achieve higher efficiencies based on true sentiments, instead of assumptions.
To summarize it all;
- The digital analysts turn the feedback into comprehendible insights.
- The e-commerce managers further use these insights to improve marketing strategies.
- The product managers use these insights to improve product development by fixing any bugs or errors reported by the customers.
Customer feedback is not just something you need to collect and forget. In fact, it is like a gold mine of knowledge that you need to tap in if you want to enhance the productivity of your business. It is important to understand that it is not just useful for any single person in the digital marketing team but for every single person in it.