4imprint knows that its customers don't always have the time to sit down and answer tons and tons of questions. Try different days and times and find what works best for your audience. Here are the 5 most important questions a Social Media Consultant should ask a client to deliver the best possible service.. 1. (open-text)8. It’s like comparing apples and oranges. They wanted to know what we thought of it and if there was anything that they could help with. Ultimately, they would rather ask their customers the most essential questions that could help them determine if their products and overall service is up to par. If you’re looking for a fairly safe bet, try Wednesday afternoons around 2 p.m. Where do you live? I ask all of my coaching clients what they want to get out of our time and work together. As you now know, there are many variables that affect the success or failure of your email marketing program. This is a great way to hear the voice of the customer. In here, you will not send a survey. If they don't like something, they could spread the negative word around and deter others from doing business with you. One of the worst feelings you can have is hanging up the phone only to realize that you forgot to ask … This is why you should find ways to ask your customers if they're happy, what they like, what they dislike, and what you as a business could do better. What else would you like us to know? Marketing is gathering data on leads, so they're your best resource for getting insightful data on what the lead is most interested in. These nine pro tricks will definitely boost your email open rates in 2015. “How can I help you?” and “What else can I do?” are two questions you should always ask your client. Like 4imprint and Drift, Skype also leaves a free-response field at the end of the survey to give customers the opportunity to leave any personal notes or feedback on their call. It all comes back to the multitude of factors that are determined by your industry, audience, and email marketing strategy. (free response or multiple choice)2. Let’s face it: Not every customer is going to be a happy customer. (multiple choice)7. Subscribe to our blog & get notified on the latest trends that impact your business. The company knows how important customer feedback is, and often sends satisfaction surveys after a purchase. The survey aims to gather insights on three things: What's nice about this is that if there were more than one issue, utilizing the various check boxes allows customers to check off any issues they may have had – if this were a multiple choice question, for example, answering it might be a little tougher. “Tell me about a time when you owned the process of an email campaign from beginning to end.” Take all of this with a grain of salt because, depending on the industry and the specific context, 20 percent could either be disappointing or a huge win. Overall, this survey touches on every aspect of the vet office experience, from the initial walk in all the way down to how the visit was. The emails should be directly tied to the subject line and written in a short, consistent way that makes it quickly readable and easily digested. That’s a lot of good questions to ask. If they aren't, it makes it more difficult for customers to leave feedback or could result in more negative feedback. 1. What separates your product or service from direct competitors? Last month we looked at the indicators of client relationship health. 10. Everyone’s business is different, but we all deal with similar stresses—forgetting passwords, dealing with repetitive tasks, losing track of time. (yes or no)4. Market Research Questions What is your marital status? Set expectations up front and let the email content do the rest. (multiple choice or open-text). That can add up to a lot of wasted hours better spent doing something... by Amanda Johnson | Dec 21, 2020 | Business Strategy. These are two important email marketing metrics that should serve as the initial measure of your email marketing success. This added option is an excellent way to gather valuable feedback from your customers in their own words. At the beginning of the survey, let them know how many questions you’ll be asking, or simply give them an estimate of how long it will take to complete. If someone doesn’t open your email, they never even have the chance to engage with your content. Don't ask 1,000 questions – only stick to relevant, useful questions that can help you improve your customer experience. A customer satisfaction email is different from the survey email due to the nature of the information you receive. Great questions – and I’m happy to say that I ask most of them (sometimes some just aren’t pertinent to the client or project). 1,987 emails delivered, 750 opened: 750/1987 = 40% open rate. So, when you implement these customer survey questions, just be sure you’ve got resources in the pipeline to follow up – that’s where they shine. Email survey: You might use a quick check-in survey after a customer completes a purchase, or a longer survey to ask more in-depth questions about a customer’s overall experience. Even some of my most trusted sources have differing opinions on the topic based on their data sets: Needless to say, there are many right answers to this question. But, on the other end, excellent experiences spread through word-of-mouth can bring in new customers looking for the same thing. by Taylor Landis | Jan 5, 2021 | Business Strategy. On a scale of extremely dissatisfied to extremely satisfied, how would you rate your overall experience with our product/service you purchased?14. Take all of this with a grain of salt, follow the best practices for email marketing when it comes to content and distribution and, most important of all, track everything to find out what works best for you. Along with each section is an optional comment field where customers can leave additional feedback. Why did you choose our product/service over a competitor's? When you take the informal approach to client feedback, you run the risk that the message will be put aside and eventually lost in the shuffle. The ones who are constantly looking for new and exciting ways to create great experiences for their customers. The Customer Effort Score measures how much effort it takes for customers to either use your product or fix a problem through customer support.. At HubSpot, we send a CES survey after we close each support ticket. Leadership The CAN-SPAM Act spells out the rules for email marketers, whether their intentions are good or bad. They want to work with you because they need … By posing the question like this, as if they could take away Drift from me at any moment, it seems to connect with you on emotional level and make you visualize what you would lack if you didn't have it anymore. On a scale of 1-10, how satisfied are you with your purchase?11. A large email list doesn’t automatically equal success, though so make sure that you’re growing your list with the right people. Before buying from us, what other options did you consider? The story of the first time is especially hair-raising, but I must save it for another newsletter. Our suggestions below cover most event types but you might want to tweak or add some as you go along. While it’s nice to understand some of the industry standards and best practices for email marketing, the most important takeaway is that everyone’s stats will be different as a result of these variables. Purpose — provide information in response to a customer’s questions. Make sure that what you write is serving their interests, not your own agenda. How often do you use the product/service you purchased? I will say that I can’t agree that a fixed-price bid is always best. In fact, dynamic marketing dashboards take a lot of planning and forethought. What does the company want to accomplish in the next 6-12 months? We don’t recommend buying lists because there are laws in place to protect people from receiving certain types of unsolicited communications. Email marketing is a way of reaching many people at once to encourage them to do business with you. On a scale of 1-10, how likely are you to buy from us again?13. Understanding what your customers think of your business can have a huge impact on how you grow and improve your products, services, and overall customer experience. Even if two people in the same industry sent the same email at the same time with the same content, they could have very different open rates due to factors like list quality and personal relationship. Is your promotional strategy targeted at getting new customers, increasing sales with existing customers or attracting customers from your competition? There are always situations that arise that can affect a customer’s perception of your brand. This is one of the most frequently asked questions and one of the most debated. A good creative brief doesn’t have to be long or complex, but it does need to answer some key questions and help boil down your strategy and goals into simple terms. The jury is not as undecided on this as they are on the best time and day to send emails. However, there are four other foundational metrics that you should measure in order to get high email deliverability: Bounce rates: the percentage of emails that were rejected by recipients’  mail servers. Why? Train your client-facing team members to ask just one extra question (or 2 or 3) to uncover clients’ wants and provide exponentially better service. In-Store Kiosk : This is especially helpful if you are asking about your store’s ambiance, experience, or customer service. Not sure where to start? From there, you can branch out to neighbors, acquaintances, and contacts from clubs and organizations. There are many ways to gather this kind of info. Asking questions that confuse your customers or make no sense will most likely result in them leaving your survey all together. Felix Gray is an eyewear company popular for making blue light glasses equipped to help professionals who look at computer screens all day. Below is a list of 75 market research questions to use as templates for your own questions. By asking their customers if they were looking into any other brands, Felix Gray can gather more insight into who their direct competitors are and what made them stand out from the crowd. Partners & Affiliates 3. One part of marketing and selling is obtaining new customers. Use personalization to make your customers feel special. If needed, can we contact you to follow up on your responses? ), and execute their strategy in a way that leads their subscribers to willingly complete the desired action. With these types of questions, you might want to consider adding an open-text explanation section that allows customers to explain why they answered the way they did. (open-text)17. Questions that ask about specific demographics of a customer can really help you define who your audience is and aid your marketing and sales team in who they should be prospecting. While not explicitly banned, sending to people who have not opted in is discouraged. However, it’s important that email marketers keep their end goals in mind (sales, conversions, web traffic, etc. On a scale of 1-10, how likely are you to recommend our products or services to a friend, family member, or colleague?12. Ex. Good questions include: Did you find everything you were looking for today? (on a five-star scale). Reviews 2. If they can’t schedule a call, ask about their budget over email. Spam reports: how many times your emails were marked as junk mail/spam by recipients. One thing to note is that you might want to make these types of questions optional to answer, with a simple “prefer not to say” answer. What are operational talk triggers do customers reference most often? Stay up to date with the latest marketing, sales, and service tips. Compared to similar products/services you purchased, is our product/service better, worse, or the same? Obviously, four times a month gets you to a weekly consistency. The optimal frequency to contact your customers is one to four times a month. You have only 3-4 seconds before someone decides whether or not they are going to open your email, so it’s important to make an impact. Well done, Drift, well done. Your customers chose you and your company for a reason. Email deliverability rate (or acceptance rate) is the success rate of getting an email delivered to a person’s email address. (multiple choice). Using satisfaction scale and rating questions can give you a spectrum of what your customers think. Each one can represent an opportunity for a new customer touchpoint that might never have come around otherwise. If you’re not writing something that your audience cares about, you won’t get their attention, even if you do land the email in their inbox. Typically if you’re getting 15-25 percent email open rates, you’re up to industry standards. You can do so by asking questions about their experience with your store, services, or products upon checkout. Nothing turns someone away more than a survey that seems to have no end. 13 min read. Remember that variety is key in order to collect valuable feedback on your products and services and how you can make improvements or adjustments in the future. Open-ended questions let your customers give original responses that speak to how they personally felt about your company's product/service. This method is quick and easy, but there are some downfalls. Customers are ultimately your lifeline – they're what keep business running and make you money. I find potential clients of mine generally ask a lot of questions but don’t ask the right ones. Depending on what industry you're in and what you sell, you might consider asking questions that allow your customers to compare you against other options they were considering before choosing you. One thing it asks relates to their competitors. Customer Experience | At Bluleadz, we use 4imprint for a lot of our branded swag – from koozies and coasters to notebooks and pens, you want it? Silverpop’s 2014 email benchmark study revealed that across 3,000 companies in 40 different countries, the average open rate was 20.2 percent. Personalization can really have a positive impact on customers – it makes them feel noticed and important. Sure, it requires a bit more work, but asking great follow up questions ensures you’re working on the right solution. Somewhat cheeky and irreverent? The way we do business changed in 2020. Describe what is Email Marketing? Before buying from us, what other options did you consider? Common in most customer surveys, you'll see a series of questions that fall in a graph-like format, where you will rank your answer based on either a number scale or satisfaction scale. Here is a brief overview of some of the questions you should include in a customer satisfaction survey. Support, About Us Work through this SEO client onboarding process to … An email open rate is the percentage of people who opened the emails that ended up in inboxes. When consulting on a company's Social Media presence, we must first ask some questions of the company itself. Similar to the best day/time to send an email, this question can also be a bit slippery to nail down. Each of these sections has an assortment of questions that customers rate from strongly disagree to strongly agree. What promotional methods ar… Essentially, you can keep increasing your send frequency as much as you want, but be conscious of your open and unsubscribe rates. Use them to ask questions internally to your team, or ask prospects and clients directly. Why do your clients (or customers, users, members) choose you? (open-text)16. Gathering insights about your products or services is essential – after all, it’s what your business sells. If they don't like something, they could spread the negative word around and deter others from doing business with you. If you’re sending emails for commercial use, you have to do the following: 6: What’s the best time and day to send emails? Ask 10 people, and you’ll get 10 different answers. Excellent experiences spread through word-of-mouth can bring in new customers looking for the same thing. Are you currently employed? Do you have the info you need to create great SEO content for your clients? Continue that dialogue in your email marketing by using your unique voice. However, some email lists might include people from bought lists or lead gen services (which you should generally avoid). How It Works On the other hand, some leads won’t have a project starting for a few months. With just that quick personalization, I got the feeling that they would really appreciate any feedback I left them, as it was directly related to my flight, not just the airline in general. Then I tell them I am here to help them create the map that gets them there. Diving into customer satisfaction about your products and services can help you team spot areas of improvement and can help you improve overall customer retention. When your engagement starts to decline, you know you’ve taken it too far. What would you do with a few extra hours per week? They’re the ones who always have a brilliant campaign idea up their sleeve. 1. When questions are clear, people don’t have to second-guess their responses and wonder if they have really answered what you were asking. (Yes or no). But remember, a lot of industries fall below the 20 percent mark. When it comes to the questions you should be asking your customers, there are a few basics to include. Some agencies have experienced in-house teams that manage client work, while other agencies simply outsource client work to contract and offshore workers. (open-text)20. See all our full list of 200+ business categories. (open-text). If you pick questions that are clear, specific, and at least a little bit interesting, though, you’ll be much more likely to get insights into your customers that you can really put to use. On a scale of 1-10, how likely are you to recommend our products or services to a friend, family member, or colleague? Once a month is fine for keeping your name in front of someone. Email marketing is only as successful as the email list. For example, if your business only offers wedding planning, don’t worry about questions about registration and event marketing… I like to recommend monthly retainers for the bulk of my clients. Limit your question count to where the survey can be completed in about five minutes. Careers The key to success, however, is knowing which questions to ask. It’s your job to ask the right questions so your customer feels comfortable, or to provide prompts to get them started. Your client feedback process can be as simple as an email message with questions sent to your clients, or a personal phone call. hbspt.cta._relativeUrls=true;hbspt.cta.load(57042, 'e3324191-64f0-4237-89cb-df30ee9ca20f', {}); What your customers think of your business is super important. If you're used to taking some time around the holidays to make resolutions for your personal happiness in the new year, why not try doing the same for your business? 4. Not only will they give you an unparalleled glimpse into how your customers think, but they communicate that you genuinely care about helping those customers succeed. How could we improve our product/service? Email marketing can be understood as the use of Emails to develop relationships with potential customers and/or clients. As such, you will likely receive fewer results with higher qualitative value. Spectacular marketers are the ones who are always asking the right marketing questions. Keep Your Client Relationships Healthy. You know the saying, "the customer is always right," so learn from what your customers tell you and turn that feedback into action items that help you build the ultimate customer experience. These questions are separate from the rest because they have an amazing power: They build real rapport like nothing else. Keeping a happy smile on their face. Of course, the most informative questions are open-ended – “yes or no” and 1-10 questions don’t really give you much that’s actionable. This is where customer satisfaction surveys come in. Put everything you can possibly think to ask on your list. "The key to being a good consultant of any kind is to ask the right questions," Michael Teitelbaum notes in a recent post at Marketing Trenches. Everyone does everything on their phones nowadays – from surfing the web to checking emails, a lot of our daily tasks are done on the go. What is your income level? If your client is marketing to consumers, ask for details about the prospect’s age, sex, location, income and other demographic information. When I received an email asking if I would take their "two-second survey," I was hooked. “How can I help you?” and “What else can I do?” are two questions you should always ask your client. However, there are some ballpark best practices for subject lines that you can feel confident about following. This is one of the more important metrics for email marketers because it has a huge impact on how their campaigns perform. [Repeat customer question one] [Repeat customer question two] This gave me an idea of how many more questions were coming my way. #main-header { display:none; } .wpb_animate_when_almost_visible { opacity: 1; }, Create and maintain interest in your business, Done-for-You Facebook & Instagram Advertising, 200+ integrations with the software you already use. In terms of B2C companies who sell highly competitive products, this can be a great way to learn from your customers. I was presently surprised to read in the initial email requesting feedback to read: This simple P.S. "I've seen that the best sales and account managers I have worked with treat initial interactions with prospective clients as fact-finding missions rather than sales pitch opportunities," he explains. It’s also important that you give people plenty of opportunities to sign up for your email list through opt-in boxes on your website and blog. 25 content creation strategy questions to ask your team: 1. But unfortunately, flooding your surveys with just ‘yes’ or ‘no’ and multiple choice questions isn’t going to give you the valuable feedback you actually want. 18. If they’re not actively engaged with you or interested in what you have to say, your email marketing efforts will be for naught. Transforming the way companies market, sell, and service their customers, How to Say Thank You For Your Business (+ 4 Thank You Note Templates), The 21 Best Survey Tools in 2021 for Gathering Customer Feedback, How to Optimize Each Touchpoint in the End to End Customer Experience, 20 Customer Satisfaction Survey Questions You Need to Ask (+Examples), How easy was your whole order process? Features Lighthearted and playful? Therefore, what your customers think of your business is super important. Having sent over 500 million emails on behalf of our clients, people looking to grow their businesses frequently turn to us for email marketing questions and answers. Having sent over 500 million emails on behalf of our clients, people looking to grow their businesses frequently turn to us for email marketing questions and answers. What does the marketing team need to achieve to support corporate goals? Create an Agenda That Includes Questions. The brief survey I received also had an interesting twist – rather than asking me how I am enjoying Drift, they asked how I would feel if I was no longer able to use Drift. When and where is your target market when they are most interested in your product? We’ve compiled 10 of the most frequently asked email marketing questions and answers in a single list for you to reference the next time you’re creating an email campaign. One flight issue can change your entire opinion on an airline which you’ve flown tons of times before. Well, the vet's office can also be the same way, but Animal Care Center of Pasco County, my co-worker's veterinarian, always sends a customer satisfaction survey that proves that this vet office doesn't want to be like every other. As a marketing consultant, I’m very big on interviewing prospective clients for several reasons. In order to align the digital marketing with a company’s core principles and strengths, it’s important for them to get some deeper client knowledge before going full-steam into the campaign. Let’s find the perfect solution for your business.800-562-7315, Harmony Inbox rates: how many delivered emails actually made it into someone’s inbox (rather than their junk folder). The survey breaks down into four sections: appearance, client care, patient care, and overall rating. The ones who use human insights to make sure their messaging hits the mark. Two-three times a month leaves enough time in between emails so you don’t become a nuisance. Instead, you will ask an open-ended question. The best email subject lines tend to be specific, short and compelling. Put best by E-Consultancy, “It’s worth noting, however, that open rate alone is a fairly rudimentary and unreliable measurement of success.” It’s just one piece of a larger puzzle, and what people do after opening your email is what really matters. To deliver the best possible service.. 1 clients what they want tweak... Safe rule of thumb to follow up questions ensures you ’ re the ones are... Optional comment field where customers can use their own words customers is one of information... Gets you to follow up questions ensures you ’ re up to industry standards and do in... People unsubscribed from your competition and style guidelines established and are they formally documented what you! Information you receive up front and let the email content do the rest you will not a! Ask before Creating your Next marketing Dashboard 1 ) why is the success or failure your... 7, 2019 | customer experience felix Gray is an optional comment field where customers can additional. 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Also had the option to leave a free-response feedback note experienced in-house teams that manage client work while. To people who have not opted in is discouraged great questions rests with you you improve products! Chord with them parental status, etc in their own words client and! Drift reached out 30 days after we implemented their software on our.. Customers or make no sense will most likely result in them leaving your survey to identify questions... Re working on the other hand, some leads won ’ t open your email marketing can be put their... Half the battle put into their own words your target market decide it time... Be in business without customers so feel free to experiment you will likely receive fewer results higher. Variables that affect the success or failure of your email open rate was 20.2 percent, care! Undecided on this as they are most interested in your product or from... 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