When your customers indicate on your LoyaltyLoop Promoter survey the other products or services they're interested in, they are displayed on your Opportunities page. Following up on your leads should be a routine part of your experience with your customer feedback to ensure you're helping those customers buy more from you before they go elsewhere. Critical to lead follow-up is ensuring that your leads are good.
When you follow up on your leads on the Opportunities page, do you find you have customers who aren't ready to make purchase decisions? Or perhaps, they check products or services they've already purchased?
If you haven't looked at your product awareness question in a while, go to your Settings page and look at your Survey Preview. The default "other products" question typically asks if the customer has a need for any other services, but does not specify a time frame or a call to action. If you find your customers misunderstand this wording, we can add, "in the next few months", or any similar wording you prefer.
But, what if you find your customers are selecting products they already purchase from you? We recommend trying alternative wording for the entire question which has proven popular: "Which services would you like to learn more about?" This encourages your customers against clicking items they already purchase; items they should already be familiar with. This new wording implies they will be contacted in some fashion with details on what they select.
You may want to keep an eye on the popularity of your listed products. LoyaltyLoop makes this easy if you go to Feedback, and then click on the "by Question" tab. If you scroll down, you'll find a listing of your products and the frequency in which they're clicked for the default date range of 12 months to date (of course, you can change this date range using the Date Picker). Regularly review this chart, adjusting the date range as necessary, to see if items are being requested at a frequency you expect and that it matches your marketing, or if your marketing plan needs to be updated.
LoyaltyLoop - Feedback By Question - "Other Services Question" (Promoter Plan subscribers)
If you prefer, you can click on the Chart Selector and view the popularity of your products and services over time. By viewing all the items customers have expressed interest in, on a time series, helps to identify seasonality and shifts in customer interest. This too can help inform your marketing decisions.
Also, while you're looking at your Survey Preview, this is a great opportunity to update the products and services listed. Has your product listing changed; are there any items we should add, remove, or change for you? Consider if you would like to highlight new products by floating them to the top of the list, as well. To make any of these changes, please contact us at Support@LoyaltyLoop.com or use the Contact Support tool in the Help section of LoyaltyLoop.