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It wouldn’t be a stretch to assume nearly every retailer would like to get inside the heads of their customers. And while mind-melding may still be the stuff of science fiction, it is possible to understand what your customers are thinking—if you ask the right questions. Continuous user research enables companies to get insider information about what their customers—and their competitor’s customers—want and need from their experience with a brand. If you’re conducting user research (hint: you should be!) then focus on these 27 questions at different stages of the customer journey to better understand the hearts and minds of your customers.
How your customers find you is just as important as what they purchase from you. Whether customers discover your company through word of mouth, social media, or even print advertising, it’s important to understand how they learn about your brand—and what they think of it.
Making sure customers can easily find what they’re looking for when they get to your site or app is an important step.
Whether you’re working with loyal customers or folks just getting to know your brand, their impression of their experience with you is an important component to maintaining and growing those relationships—and their shopping carts. By asking real customers questions like these on a regular basis, you’ll ensure your site or app is not just meeting, but exceeding their shopping expectations.
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