Referring to our previous article about how to reach a target audience in Malaysia, one of the points was to focus on strong relationships. Knowing your customers better is one subset of strong relationships to build. It can be a game-changer to the direction of your business. This is mainly because there is no business that can function without its customers. Here are ways to know your customers better in Malaysia.
Ways to know your customers better in Malaysia
1) Don’t Make Assumptions
Assumptions with regard to the customer’s preferences and beliefs must be discarded as it is not considered as a smart marketing strategy. Any tactic that might have been successful one year may not be as successful the next. Customer interaction with a brand keeps on evolving over time and business enterprises, instead of basing their decisions on past practices, must utilize up-to-date data about their customers to come up with strategies that will work in the favour of the customers. With the influx of the latest information, business enterprises will get to know their customers better and let go of generic assumptions to achieve success in their business outcomes and provide an enhanced customer experience.
2) Leverage Social Media
A survey has found that only 38% of marketers rely on data from social media that could help them in better targeting. Having a social media account is a must for business enterprises who can leverage it to interact with their customers. Social media platforms such as Facebook and Twitter provide insights on customer’s likings, their habits, and most importantly what they are buying. Customers usually have various complaints regarding a product or service. Thus, by resolving them through social media, business enterprises can learn a great deal about their customer’s likes and dislikes. Most of the posts on Facebook or Twitter garner additional comments from old customers as well as prospective customers, which the company can use to get to know their customers better. As the interaction between the company and customer is visible to all, it displays to everyone the company’s stand towards customer satisfaction.
3) Ask Customers
This is one of the simplest methods that business enterprises can employ to get to know their customers better. Asking questions will provide insights into what the customers really need and helps companies to serve them better. The questions must emphasize both ‘why’ as well as ‘how’ to get a clear picture of what has to be accomplished to provide a superior customer experience. This method can really help companies to find new opportunities and stand out from their competition.
4) Conduct Surveys
Surveys are one of the best methods to gain honest feedback regarding a product or service. Conducting surveys and getting feedback from the customers goes a long way. Especially in understanding what the customers are thinking and how they feel about a product or service. To get specific information about customers, personal surveys can be very helpful. Companies can conduct surveys through their website by using software tools such as Qualaroo, WebEngage or Foresee. The company must conduct close scrutiny of the survey. This is to get insights into the minds of the people who responded and change the marketing strategy accordingly.
5) Hold an Event
If a business enterprise has a physical location in a community, it is advisable to host a suitable event that will provide an opportunity to interact with the customers. It is better to organize the event in a target market area. So, companies may encounter customers who are happy or have dissatisfactions with the product or service. They can even interact with prospective customers. For web-based businesses, a webinar can help the company to better understand its customers. The attendees must be given a chance to introduce themselves and questions must be put forth to understanding their mindset.
After learning the ways to know your customers better in Malaysia, it can help you create customer engagement strategies that not only strengthen brand loyalty. It also drives sales in an organic way that keeps customers coming back for more.
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