You have worked hard to build your brand identity. You have used graphic design and messaging to establish brand consistency. Now it is time to discover what your customers really think about your brand.
This was easier to do when customers walked into a store. If you have ever had a store front, you know that you and your store employees could see and hear what pleased and displeased your clientele. You could engage in conversations about what customers really wanted, offer solutions to problems, and find alternatives when something was almost, but not quite, right. The disgruntled customer voiced complaints to your face instead of broadcasting their assertions all over social media.
Your target market has undoubtedly perfected the art of online shopping over the last year. They will continue this behavior, at least in part, because it is expedient and available 24 hours a day, 7 days a week. For you and your brand to stay current and relevant, you need to incorporate new ways to exchange information with these online customers. You also need to monitor your online presence for their response.
So how can you know what your customers really think about your brand? Make use of your analytics. Ask at events, on your blog, and using artificial intelligence/chat bot technology. Engage your target market on social media to increase brand awareness.
As we mentioned in “The Real Value Of Analytics,” a look at your analytics will give you important information about your target audience including where they come from and where they spend their time. This insight allows you to create high-quality content that will more closely address their interests and desires, opening up avenues for dialogue about your brand.
Ask. Never assume. This is especially true if you have pivoted your business in the last year or your mission and vision have shifted because of a change in leadership.
Ask for your customers’ input in person or using artificial intelligence (we explained how easy this is in “Getting Started With A Chatbot For Business”). Engage at live events and online. You really want to know what your customers think about your products/services and your brand when you start asking questions like “What do you think of our new product?” or “How can we make our service better for you?” or “How are you using our widget in ways we haven’t publicized?” or “What first comes to mind when someone mentions our brand?”
Engage on social media
Spend time where your ideal customers spend time. Invite customers to show off your product on their social media networks and discover your brand’s biggest supporters. Provide how-tos and take note of customer input. Add some humor on your website or blog and observe responses. Monitor your social media sites. Be present and engaged, showing that you and your brand care about your customers by answering questions, addressing complaints, and thanking them for positive reviews.
Call Tate Design at 610.725.0702 or e-mail [email protected] to lay the proper groundwork for branding of analytics, blog, chatbot, social media sites, and website so you can know what your customers really think about your brand.