Step 1. Collect the data that has been provided by the customer
One simple way of retrieving data is to collect data that comes in when a customer makes an online order. You should be able to get your name, email address, and phone number from an online order.
This process works more powerfully if you only sell online or sell online and in person. This makes it easier for customers because most of them are used to providing this information to receive the product
Step 2. Ask for information directly to build relationships with customers
Start by creating an email subscription form so customers can be aware of discounts and special sales. Ask the customer to fill out the form when they come to the store. Most customers are willing to sign up to receive special offers. You can collect the customer's name, email address, home address, and phone number.
- This data collection technique works more powerfully if you have a regular store to sell products or services.
- Ask the staff at the store to persuade the customer to fill out the form. Alternatively, the front desk staff can verbally request information from the customer and record it directly on the computer.
Step 3. Ask for information over the phone to make it easier
When a customer calls with a complaint or question, you can ask for basic information. You can also give a short survey of how they view your company.
- This data collection technique works great for all types of businesses. You can collect information about a product or service, whether you are selling online or doing business in person.
- For example, you could say "May I have your name, email address, and home address to administer your account?" Even if the customer doesn't have an account yet, you can still request that information so you can contact them again. Say “Since you don't have an account yet, may I create one for you so you can deal with this problem in the future?”
- If the customer is a new customer, you might say something like “How did you know about our product?”
Step 4. Use the pre-order form to encourage more people to provide information
If you have an item that can be pre-ordered before launch, customers will need to fill out a pre-order form. Gather basic information through this form, such as your home address, email address, and phone number.
This form can be used for online business and personal business. However, it is usually used by sellers of products, not services
Step 5. Take the data from the warranty card so that the retrieval is not conspicuous
If you offer a product warranty, customers need to fill out a personal data information card to use the warranty. After they fill out the card, you will get information that can be used.
Step 6. Offer a rewards program
The rewards program aims to provide incentives to returning customers. They are also happy because they get free stuff. In addition, you can provide certain requirements for customers to join the program in order to collect information from customers.
Reward programs are usually in the form of a program stamp card that can be exchanged for prizes after the customer gets a certain number of stamps, or a point system that allows the customer to earn money that can be spent in the store if he spends a certain amount of money
Step 7. Gather information bit by bit
If you ask for too much information at once, customers will get annoyed. Gather information bit by bit each time you interact with customers.
For example, you could start by asking for a phone number or email address along with the customer's name
Step 8. Switch to another demographic when customers already trust you
Collect other types of personal data once you have earned the customer's trust. Collect information such as income ranges and the number of children the customer has. Also ask about their educational and career backgrounds.
- This information will allow you to understand who your customers are so you can find out what they really want.
- Create a survey that can be given directly to store customers or sent periodically by post or email. Emphasize that the survey is anonymous.
- Use nominal ranges for things like revenue to make customers feel more comfortable providing that information.
Method 2 of 4: Tracking Customer Behavior
Step 1. Record transaction history
Customer transactions provide some important information that you can collect. Record every transaction and save it under the name of each customer, then keep it in the system for future use.
- You can use software to track this information.
- This information explains what customers like to buy and how often they shop. With that information you can make a measurable guess about what they want in the future.
- Tracking this information is easier to do online. In physical stores, use software that can identify customers when they make payments via debit or credit cards. Alternatively, ask for a phone number each time a customer makes a purchase to identify them.
Step 2. Track customer movement on the website
You can collect information about the websites that customers use to shop, as well as how long it takes them to open each page. Pay attention to which pages customers are interested in sharing information on social media and which pages make customers leave.
- Use software such as Freshsales, Interactive Brokers Custom Activity Monitor, or Campaign Monitor for tracking. These programs can tell the customer the page accessed, the last page viewed, and the path used to access the website.
- All of this information can help you design a better website. Use this information to encourage customers to visit certain parts of your website, for example by directing them to a product.
- Of course, this tracking method can only be used online.
Step 3. Use a favorite product tagging system, product storage, or rating to find out what customers want
Create a way for customers to save their favorite products. That way, you can see what products are of interest to them even if they don't make a purchase right away.
- You can ask the website developer to add this feature to your website, then enter the data into the tracking system for you. Use this information to market products to specific customers, as well as prepare products that are similar to the most popular products.
- This system only works online. However, you can track the best sellers in your store to find out what products or services customers like best.
Step 4. Track customer behavior through social media
Software like Intercom lets you know who your target customers are on social media. In addition, it will help you figure out which customers have the most followers and make the most impact.
This information enables you to determine the best customers to target when introducing a new product. Customers who like your products and have a large following can help popularize your brand
Step 5. Pay attention to your customer's last logon date to determine their activity level
Alternatively, track your customer's last purchase date. The idea is to find out which customers are active and which are not.
- If you have software that is able to tell which customers haven't logged in in days, you can use that information to get them to stay away.
- For example, you could offer a discount to someone who hasn't purchased anything in the last 30 days. Giving discounts will make customers interested in making purchases.
Method 3 of 4: Creating a Customer Satisfaction Survey
Step 1. Use a simple satisfaction survey to track promotion scores
Through multiple-question surveys, you can gather a lot of information about what customers think of you. You just have to ask if they would like to recommend your product to others.
- Ask “Would you like to recommend our product or company to friends, relatives, and coworkers?” Ask them to rate it on a scale of 1 to 10, with 10 being “highly recommended”.
- Ask the customer to explain the answer with the question “Why?” underneath.
- Numbering is calculated by calculating the percentage of people who rate 9 or 10 (positive promotion) compared to people who rate 1 to 6 (negative promotion). Those who give a rating of 7 or 8 are relatively neutral. So don't count it.
- Divide the negative promotion score by the positive promotion score to get the total promotion score. Track the increase or decrease in your promotion's total score over time to find out the quality of your promotion.
Step 2. Ask where customers know your product to improve marketing quality
Simple survey questions about where customers know your business can help analyze the effectiveness of marketing tactics. In addition, you can collect information on whether customers are willing to recommend your product to others.
Take this survey through a simple form or online question. Alternatively, you can have employees collect this information verbally and record it on a computer
Step 3. Ask for information about the reasons customers choose you in order to provide better service
Ask 1-2 short questions about why customers use your product. In fact, multilevel survey questions can help you find the main factors why customers want to visit so you can develop these factors to improve service quality.
- For example, start with the question “Why did you buy our product today?”
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Under the question, make a list like this:
- Convenience
- Cheap price
- Best quality
- The best choice
- Ask the customer to rank the points above from 1 to 4, putting point number 1 as the top priority.
Method 4 of 4: Saving Data
Step 1. Use customer relationship management (CRM) management software to store data
This tool allows you to collect all data retrieved from customers in one place. You can also track customer interactions with the software. In general, you have to pay a monthly fee to use it.
- CRM software provides the space to collect transactions, surveys, social media information, and personal data that has been collected from each customer in one place.
- This software will help you analyze the needs of each individual customer, but it can also help you identify emerging trends among consumers.
Step 2. Write a customer information privacy policy
This policy should indicate how you collect data, as well as how you use or share it. You are legally required to produce this document in the United States and must make this information easily accessible on business websites.
- An attorney can help you with this document, although it is not mandatory.
- Give customers the option to make the data collection process more transparent.
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Step 3. Protect your data using encryption
Keeping user data safe is important. If you leak data, whether intentionally or not, customers can lose trust and leave. Therefore, you should take several steps to ensure that the information collected remains private.
- Run an operating system that automatically encrypts data, such as Windows 8 Pro, Windows 8 Enterprise, or Windows 10 Pro for computers. Use macOS X Lion, macOS X Mountain Lion, or macOS High Sierra for mac computers.
- Download an antivirus tool in your system and use a firewall to protect the corporate network.
- If you are not sure about the security of stored customer data, use the services of an expert to evaluate the system and improve it as needed.
Collect Customer Information Step 20 Step 4. Update personal data and user satisfaction data regularly
Watch for changes to your customers' email addresses, home addresses, phone numbers, and other personal information. Keep your database up to date with the latest information to keep all the data relevant.
- You can use software to help with the process. However, you can also manually make adjustments to a customer's account when they make a change of address when making a purchase.
- Alternatively, you can ask a customer who comes to the store directly to make sure the address hasn't changed. After that, you can perform a system update.
