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Analysing chat logs can help marketers better understand audience needs.

This article recommends marketers should check-in with their clients over the phone or email to learn more about audience needs. Talking to customer support and sales team can further help marketers figure out common customer complaints and pain points.

Brands can also review chat logs and analyse search queries on Google to further understand their consumer’s needs. Businesses can also gather valuable insights on consumers via surveys on email, social media or by conducting live Q&A sessions.

Monitoring social media platforms and setting up alerts can further enable marketers to be updated on brand sentiment and gather actionable feedback from consumers. The author suggests that brands can also use cart abandonment emails to collect feedback apart from encouraging customers to complete their purchases.

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[9 minute read]

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