7 Tips For Using “Voice Of The Customer Data” To Improve Your Facebook Ads
“Voice of the customer data” is essentially customer feedback, or how your customers rate your service after you’ve completed the work.
Companies that looked at their voice of the customer data and took action were 38% more likely to keep customers than those who didn’t.
This is information that you get from customers through reviews and surveys after they have made use of your services – but it’s important to know how to use this data.
With that in mind, let’s look at 7 tips for using “voice of the customer data” to improve your Facebook ads:
1. Explain Everything Thoroughly To Your Customers
You know your business better than just about anyone, right?
You know your business and your services so well because you are involved with it every day, but to your customers it could be brand new.
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When your possible customers see one of your ads, it could be the very first time they know that a kitchen cabinet can be repainted, for example.
As you are looking to get voice of the customer data, you have to be sure that you explain everything as well as you can to the people you survey.
Even after you explain things to them, it’s entirely possible that they will come back to you with follow up questions.
It’s important that you always answer those questions — the better your answers, the more you will know about what your customers want to know.
Here is a video tutorial on explaining your service to customers:
2. Take Care Of Complaints
In the course of reading over the interviews and surveys that you do with your customers, you will find the occasional customer complaint.
Even though you do your best to provide good customer service, you can find out where you may be going wrong by asking.
You can find out where you have room for improvement in your interviews by directly asking your customers.
Questions in your interviews could direct enough that you ask if they had any problems with your service.
You can answer the complaints directly and explain how you are going to help take care of the problem.
By responding to the complaints directly, you show off good customer service and are likely to keep the customer.
3. Use VOC Data to Learn What Your Potential Customers May Be Wondering
Is there something that’s stopping your possible customers from booking your services?
If you could find out the kinds of questions that people have about your services, you could advertise the answers and find new customers.
In your advertisements, you’re going to pose the kinds of questions that your questions might have for you.
A question that you could ask your past customers is to tell you what their biggest concern was before they booked your service.
When you collect enough answers to this seemingly simple question, you can make ads based on them.
4. Get Better Testimonials
When a typical customer sees an ad that has a testimonial included, they are more likely to respond positively.
72% of consumers will say that when they see a testimonial, they will increase their trust in that business.
One of the best ways that you can get good testimonials for your Facebook ads is to use Voice of the Customer Data.
The key to getting these good testimonials lays in the kinds of questions that you will be asking your past customers.
For example, as a painting business if you ask customers how their life has been like since the paint job, you will get detailed answers.
These are the sorts of answers that you can include in your ads in the form of testimonials.
5. Get Your Ads Personalized With Voice Of The Customer Data
You can get your ads to be more personalized when you use the voice of the customer data.
This is because you will be getting information about what your customers like and want in your painting services.
The more personalized your ads are, the more likely you are to be able to connect with possible customers.
In the course of asking your past customers what services they liked, you can get a feel for which ones are the most popular.
The most popular of your services can be exactly the ones that you emphasize in your advertising.
Here is a video tutorial on what ad personalization is:
6. Make A Unique Selling Proposal
Next, consider how you can make a unique selling proposal (also known as a USP) using your voice of the customer data.
In making a Facebook ad, you should try to stand out from your competition by offering something they might not.
It could be that as a painting business, you have a certain way of painting or repainting kitchen cabinets that is different from other businesses.
By showing how your business is different, you can catch the eye of the potential customer who sees your ad.
7. Show That You Care About Your Customers
The last thing we will talk about with things you can do with voice of the customer data is showing you care about your customers.
When you are asking past customers questions about their experience with your service, you will ask if they had any issues.
You can then see how you had addressed those issues and helped to take care of them.
In making your Facebook ad, you can mention these past experiences and show how you handled it.
This is showing (and not telling) the customer that you care about them by giving solid examples of how you did.
Here is a video tutorial on how to respond to customers on social media:
1. To ensure that your customers understand you, explain everything thoroughly — including answering followup questions they may ask.
2. You don’t want to lose unhappy customers, so take care of complaints that they may have and be sure they’re satisfied with how you do so.
3. You can answer questions in advance when you find possible customer questions with voice of customers data.
4. A good kind of ad includes customer testimonials — you can use voice of customers data to get better testimonials from your customers.
5. Generic ads don’t convert nearly as well as personalized ads — you can use voice of the customer data to personalize your ads.
6. You provide a service that nobody else can, so appeal to future customers by making a unique selling proposal (USP)
7. Customers really appreciate when they feel cared about — send them the message that you care about them.