何时收集客户反馈：客户旅程中的10个关键时刻

It takes a lot for a new customer to become a customer these days.

很少有客户发现一家公司，找到所需的产品，并决定在同一天购买全bob全站app部购买 - 相反，他们在几天，几周甚至数月的时间内采取了许多步骤，以进行购买并开始使用产品。

The complex process of winning over customers requires strategy and commitment. That's why sales and marketing funnels and buyer's journeys were created -- to divide and conquer each little step that goes into converting a potential customer into a returning one.

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营销人员似乎同意渠道中每个阶段需要不同的策略，并且您需要为每个阶段创建独特的内容。However, what many marketers don't know is that each stage of the funnel also requires collecting a unique batch of客户的反馈意见。

Surveying your customers in order to collect customer knowledge at each of these stages, and not just after a customer buys your product, is essential if you want to improve your retention rates and win over new customers. But why?

In this blog post, we are going to dive into why surveying customers at each step of the funnel is so important.

为什么收集客户反馈在整个客户旅程中很重要

1.除非您问，否则您不知道。

Before your customers become customers, they are very hard to track and understand. This is because you often never have direct contact with potential customers before they become actual customers. Sure, you can send them emails and track open rates, and you can track your site visits to a certain extent.

但是，与现有客户不同，潜在客户很少表现出自己的脸并听到他们的意见。因此，如果您想知道潜在客户在想什么（您应该），最好的方法就是提出。

Asking unqualified leads in the awareness stage what they think about your industry in general, and what they think of your specific product, is an excellent way to refine your marketing strategy andmake sure you are correctly suiting the needs of your consumer base.

在这一点上，对潜在客户进行调查也可能向您透露，您的消费基础不是您认为的人。如果您在意识阶段收集潜在客户的反馈，您可能会惊讶地发现，许多潜在客户来自与您想象的不同的人群，并且您永远不会知道，因为您从来没有花时间与他们联系并听到他们必须说的话。

无论您发现什么，都可以肯定：您会很高兴问。

2.在不同阶段进行测量有助于改善保留率。

在漏斗中每个阶段调查客户的另一个重要原因是尽快听到问题。客户在不满意的情况下经常离开公司而不会对公司表达bob全站app不满。如果当前的客户在说再见之前不愿让您知道，请想象一下，在考虑阶段的MQL不太可能让您知道他们决定与竞争对手一起去。

如果您想在他们决定离开并去其他地方之前抓住潜在客户和现有客户，那么您绝对需要在他们关闭之前收集反馈。

通常，通过调查收集反馈是提高保留率的好方法。但是，在不同的阶段进行此操作，以便对客户满意度进行更彻底，更全面的看法，以及在买家旅程中出现的问题，将使您的客户保留策略变得更加强大。

3. To survey accurately, you need to survey immediately.

Lastly, surveying customers at every stage is important simply because customers forget. If you survey a loyal returning customer of five years about how they felt when they first started receiving emails from you, they probably are going to have a hard time objectively remembering the experience, because they have five years of positive experiences with the company influencing their emotions.

总的来说，人类并不擅长记住事情。We often shift our memories to fit in with a larger narrative that we believe about our lives and experiences.So in a similar way, if someone has a negative experience with your company, they are going to have a hard time remembering that they really enjoyed a marketing strategy you employed the first time they visited your site.

因此，要获得可靠，准确的反馈，it's best to survey people immediately after they interact with some of your content, no matter what stage in the funnel they are in.

Collecting the right customer feedback in your online ordering funnel takes careful planning and a firm understanding of the journey your customers take when buying a product on your website or app. Here's an infographic that shows when to effectively capture feedback from your customers:

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