If you are able to map your MSP business’ average customer’s journey, you will better understand those who stand to benefit from your services. No two MSPs find customers in the same place nor do these enterprises have the same marketing methods. Those that build and maintain a rapport with customers will prevail. Journey maps are one of the best ways to develop an understanding of your client base. Here’s how to create surveys that help you truly understand your typical customer’s journey.
Map the Customer’s Journey
Start by identifying the stages your typical customer passes through. Take some time to research and think about how customers connect to your MSP business. Identify each stage of the customer journey all the way from the point of initial interest to the purchase of the service. This journey map essentially establishes the “what” and “why” of your business. Key in on channels customers use, their perspectives and their emotions. When crafting surveys, think carefully as you develop questions. Zero in on questions that are likely to reveal important insights and useful answers.
Mapping Out the Journey
Mapping out the interactions and experiences a customer has with a certain brand or product is only half the work required for a customer journey map. After identifying all the stages, from the customer’s initial interest in the service to his use of the company’s product, surveys will become essential.
Customer Interactions with Your Company
Customer points of interaction with your business matter a great deal. Ideally, your marketing tools and the web will help you identify when, exactly, customers initially become aware of your offerings. Be sure to ask clear questions that get right to the point. Recount the customer’s touchpoints so you know when the relationship was established. Do not ask general questions as vague lines of inquiry will not reveal much insight about the customer journey.
When developing your survey questions, try to ask about each stage of the buying process. Questions pertaining to the entirety of the customer experience make it easier to gain a comprehensive understanding of your MSP business’ client base from the beginning of your client interactions to the end. If answers to survey questions reveal weakness at one point of the customer journey, make the appropriate alterations as necessary.
Above all, your survey should reveal when prospective customers actually became clients. Equally important is the moment in which the client stopped paying for your services. Ask for feedback and suggestions, implement customer responses and your business will make the most of its surveys.
Survey Your Customers with Regularity
Once you develop the perfect surveys for your unique customer base, put your creations to work by surveying customers at specific intervals. Hopefully, you will establish a meaningful rapport with your target audience, understand their needs and desires and gradually bring even more clients into the fold. Master the first step of developing the best possible customer survey and it will not be long until your MSP business has the knowledge and insight necessary to make even more connections with new clients.