These Tools Will Help You Read Your Customer’s Mind

Danni FriedlandCustomer Success, Onboarding, Product Manager0 Comments

Read Your Customer's Mind

If you’re part of a business in the year 2016, you are most probably selling to users spread all across the world. This makes it hard to talk to every single one of your customers and get face-to-face feedback, right?

So, how can you know what they’re thinking? Or what they want to accomplish?

Why are they reaching out to you in the first place?

You can try sending emails and calling your customers to get some answers. But I’m guessing neither you nor your users have the time or the budget for this.

Still, you want to get the right message through, at the right time and to the right people. You want to make sure your users are fulfilled with the most optimized version of your product/service.

Here’s a complete guide to getting inside the mind of your customers with the right tools:

Here’s a complete guide to getting inside the mind of your customers with the right tools Click To Tweet

Category 1: What is their motivation?

If you want to give the right message and deliver a better experience for your users, you need to know what they want to accomplish. What is it that they’re looking for and what problems do they want to solve.

Here are some tools that will help you understand your users better:

Facebook Ads Manager

Targets the right people as you identify a custom audience by uploading your customer’s email addresses it analyzes people who have previously visited your website.

Determines: The common behaviors, likes, and interests of your current customer base.

Actionable advice: Use Facebook’s search bar to find groups that match your ideal customer’s interests.This way you can interact and start networking with groups populated with your ideal audience!

facebook

Mixpanel

Know which features are being used the most by your users without having to write SQL queries.

Determines: Your user’s interests, needs or simply what they enjoy the most.

Actionable advice: Consider what your users enjoy the most for upcoming features you want to add in your product or service.

mixpanel

Your Own Search Tool

If you don’t have a search tool on your website, write it down on your “top priorities” list and implement this simple yet fundamental feature.

Help users find the page they are looking for on your website.

Determines: The content your users are expecting to find on your website and it is the closest look you will have to your visitor’s intent.  

Actionable advice: Identify the visitor’s main interests and find out how you can improve your website. Make your pages relevant and consider if you should make the content they are searching for more noticeable or if it should be added to the page from which they’ve searched it.

Category 2: Where do they come from?

We often hear “you gotta know where you come from to know where to go to”. Same goes for your visitors – if you want to know what they are trying to achieve with your product, you have to understand where they are coming from.

Also, identifying user entry points is important to determine the user’s needs, expectations and how much they already know about your product. There are different entry points such as:

  • Organic search
  • Paid advertisement
  • Social media
  • Email
  • Press/news
  • Direct links

KISSmetrics Analyze Path Report

See what pages your users visit before they convert and who exactly is sending traffic your way.

Determines: A better idea of what your customers are looking for and what problems they want to solve by identifying who drove the most people to your website and noticing what type of content is delivered by the pages they’ve visited prior to your website.

Actionable advice: measure the activities from your visitors in order to format future content depending on their interests.

Define people that are building traffic your way to knowing where your users come from and being able to predict where they are trying to go to.

Google Analytics Acquisition Reports

Identify from which sources and entry points your users are coming from such as search engines, social networks or website referrals.

Get a view of the top channels sending visitors to your website, as well as the associated acquisition, behavior and conversion details for each channel.

Determines: Which online marketing tactics are the most attractive to your customers.

Actionable advice: After establishing your user’s entry points, come up with the user flow on your site and from there on towards the final goal.

user-flow

These tools will help you understand how your users perceive your website and predict what they are… Click To Tweet

Category 3: What are users doing on your website?

Understanding your visitor’s usage patterns will help you point out what’s engaging for your customers. Depending on what they click or until what point of your page they scroll down, you can determine what their interests are and what they consider important.

This will ultimately help you improve on your website’s UX and reassure your customers are using every feature to its full potential.

Crazy Egg

Heat maps show you where your users are clicking.

Determines: Which links or elements the users on your website consider important.

How far down on your page users scroll and when they drop off.

Actionable advice: if your CTA is below the point where your users stop scrolling down, you should move it to the top of your page.

crazy-egg

Google Analytics Behavior Reports

Shows you how users behave,interact with your website and move from one page to another.

Determines: How visitors engage and what content performs best.

  • Landing pages and exit pages.

Determines: In which pages the user is having a good experience.

Actionable advice: Collect insights from top interaction pages to improve your online marketing strategy and conversion rates.

Consider your landing pages as most likely to convert visitors into sales or leads and look into your exit pages to make visitors stay longer on your site.

google-analytics

Jaco Video Session Recordings

Make sense of your user’s experience by viewing recordings on how they actually interact with your application and see what they are seeing with every mouse click and scroll.

Determines: What are the causes behind user frustration.

Actionable advice: Focus what is troubling your users, get rid of any sort of frictional factors and release the right features that your users need.

jaco

Category 4: What are they saying when they leave your website?

You want to know what your users think even when they are not on your website. Find out what’s the buzz through surveys, blogs, forums, and social media networks.

Twitter Search

Track buzz and analyze comments in real time about what people are saying from your website.

Determines: What people like and dislike about your website and what’s the kick that will drive your niche audience to convert.

Actionable advice: Make a list of what people are saying and find solutions to the negative comments while making the positive factors prominent on your landing pages. Test old website with a new website with split-testing software.

twitter

Qualaroo

Ask quick pop-up questions to filtered users that are visiting your website. Ex. Returning visitors.

Determines: How your users are feeling at this precise moment and how likely they are to take action.

Actionable advice: Create follow-up questions based on your visitor’s answers.

qualaroo

iPerceptions

Survey your visitors as they leave your website to rate their site experience.

Determines: The factors valued most by your visitors and if they were able to accomplish the purpose of their visit.

Actionable advice: Ask useful questions that will let you know if they were able to find what they were looking for. If they were not, make sure your follow up question will help you understand why not.

iperceptions

Find out what’s the buzz through surveys, blogs, forums, and social media networks. Click To Tweet

Wrapping Up

As a fingerprint can reveal all about a person’s DNA in real life, the customer’s online presence discloses his/her cognizance.

These tools will dig into their online interactions to help you understand how they perceive your website and predict what they are expecting to achieve.

What are their needs and goals?

Where were they before landing on my website?

How do they perceive my website?

What are they saying about us?

If you haven’t answered one of these questions, make sure to go back and select the right tool to read your customers minds.

Share with us any additional hacks you’ve tried that added value to your business and helped you understand your customers better.

Leave a Reply

Your email address will not be published. Required fields are marked *