Knowing what your customer wants to see on your website is only half the challenge. In today’s quick to find, instant gratification environment, your customers not only want to find information on your services and product quickly, the want to share it and have a positive customer experience when they do. A positive experience is one that not only gives your customer their needed information but one, that provokes positive feedback from your customer when he or she contacts you via a Web chat or Internet phone. This gives customers an incredible ability to quickly and easily influence others as well as providing instant feedback into your customers buying patterns and feelings about your site and company.
If you can better understand your customer, their needs and objectives you will better understand how to measure and track the “voice of the customer”. Why? This will foster a better customer relationship and will provide you with two outcomes: (1) having your customer extend your marketing without additional cost and (2) having customer based testimonies on their experiences that will increase your companies’ reputation of the products or services you offer.