How Actionable Customer Feedback Can Transform Your Marketing Strategy

Have you ever asked a customer why they’ve chosen your company’s product over one of your competitors? Did they give you a detailed response that went beyond, “It works”? While this type of feedback is helpful, it’s not actionable – and that’s exactly what digital marketing needs.

Actionable customer feedback brings clarity to the table and gives businesses the insight they need to make meaningful changes. But collecting it isn’t as easy as most people think. That’s where we come in. At Basilisk SEM, our team of digital marketing professionals is well-equipped to help you learn how to gather and use customer feedback to improve your marketing efforts.

In this post, we’ll cover the importance of gathering customer feedback and how it can help you transform your marketing strategy for the better. Let’s get started!

Why Customer Feedback Is Critical for Effective Digital Marketing

Customer feedback is absolutely essential to effective digital marketing. Gathering and using customer feedback can provide valuable insight into audiences and their needs, enabling businesses to make changes to their product or service that appeal directly to their customers.

Moreover, customer feedback can be repurposed in various ways for marketing campaigns. For example, reviews from satisfied customers can be displayed on social media or other review sites, highlighting the quality of the product or service that the business offers. This not only helps drive more traffic to the website or store but also strengthens brand loyalty.

Furthermore, collecting customer feedback helps businesses better understand their customers on a deeper level. Knowing what customers like and dislike about your product or service gives you an opportunity to address those issues and improve them—ultimately making your product more desirable and marketable. In addition, understanding customer opinions can help with optimizing pricing strategies as well as increasing engagement with your content.

In summary, gathering customer feedback is an invaluable way to capture useful insights about your audience, products, and services—information that can ultimately inform your digital marketing strategy for greater success.

How to Gather High-Quality Customer Feedback

Gathering customer feedback is one of the most effective ways to learn about what works and what doesn’t in your company’s marketing strategies. Surprising as it may sound, customers love to be heard and actually appreciate it when businesses take their feedback into account. To ensure you get high-quality feedback, there are several methods you can use for collecting it actively, such as polling, surveying, interviews, reviews, and tools.

Out of these methods, surveys are the most popular way to gather customer feedback. A survey sent via email or link provides a flexible way to measure customer satisfaction and collect useful data while allowing respondents to provide detailed answers. Surveys offer an excellent way to understand customer behavior, preferences, and trends among different demographics. When administered correctly with well-crafted questions that target the right audience in a timely manner, surveys can yield invaluable insights into customer’s pain points and expectations which can then be used to shape your marketing strategy accordingly.

Additionally, it’s important to remember that collecting customer feedback is just one part of the process—acknowledging their input is just as important. If you receive negative feedback from customers, address the issue directly and thank them for being honest. Even if you cannot find a solution at this time show sympathy for the issue they experienced—you may be surprised by how helpful this approach can be in generating more honest responses from customers in the future!

Survey Your Customers to Gain Insights Into Their Needs and Experiences

One of the best ways to gain insights into your customer’s needs and experiences is to survey them. Through customer surveys, you can collect information that can help you better understand the customer experience, identify weak points in the customer journey, and take steps to improve it.

When designing a customer experience survey, consider asking questions that are tailored to gather specific insights. For example, you might ask customers how they feel about a product or service they’ve used recently and why they made that purchase. Additionally, you could ask them what their biggest frustrations are with the product or service and what improvements they would like to see in the future.

Collecting this kind of feedback from customers can then be used to inform your marketing strategy – such as identifying new opportunities or understanding where your messaging should be adjusted for maximum impact – and make sure that your business is delivering the best customer experience possible.

Monitor Social Media Mentions and Online Reviews

Thanks to the internet, it’s now easier than ever to see what people are saying about your products and services. Social media monitoring and reviews platforms such as Mention and Review 2023 allow you to track your brand mentions and stay on top of conversations across the Internet. By keeping an eye on social media conversations, you can make sure that your marketing efforts are resonating with customers and tailor them accordingly.

Furthermore, the best tools for online reputation management can be combined with customer feedback strategies to identify weak spots in your marketing strategies. Platforms such as Google Alerts, Social Mention, SEMrush, SentiOne, and Reputology offer powerful social media monitoring services that can help you see what customers truly think of your products and services. With this data in hand, you can make informed decisions about how to optimize your marketing campaigns for maximum effectiveness.

Track Website Analytics and Conversion Data

Using customer feedback to improve your marketing strategies doesn’t have to be a daunting task. One important step you need to take is tracking and analyzing website analytics and conversion data. This data gives you valuable insights into the performance of your website, and how it affects your overall marketing strategy.

To get started, here are some key areas to consider when tracking website analytics and conversion data:

Conversion Rate

The conversion rate is the percentage of times a visitor completes an action on your website that you have set as a goal. For example, if someone registers for a free trial on your site, that would count as a conversion. Knowing the conversion rate can help you identify which elements of your marketing strategy are performing well, and which ones need improvement.


Goals are key performance indicators that you define in order to track conversions. When setting up goals in analytics for tracking conversions, make sure they align with the goals of your business and its marketing strategy.

Conversion Analysis

Conversion analysis offers a comprehensive view of the conversion data for websites, e-commerce retailers, categories, or lines of business. You can use it to track how customers interact with each element of your website as they move through the purchasing process. This information can help you optimize elements like product pages or checkout funnels, thus making it easier for customers to complete their desired actions on your site.

Putting Customer Feedback Into Action: How to Improve Your Digital Marketing Strategy

To make the most of customer feedback, it’s important to incorporate it into your digital marketing strategy. After all, your customers are the best judge of what works and what doesn’t. Measuring performance metrics is a great way to get started. This will help you better understand how customer feedback relates to customer behavior.

What Are Your Customers Saying?

Analyzing customer feedback will give you valuable information about who your customers are and what they want from your company. It’s important to track customer reviews and comments to gain insight into their needs and preferences.

How Is Your Marketing Performing?

Understanding your marketing performance is essential in order to determine whether or not it’s working. By tracking things like website visits, click-through rates, conversion rates, bounce rates, etc., you’ll have a clear picture of how well your marketing efforts are doing.

How Are Your Retention Rates?

Retention rates are an indicator of how successful your business is at maintaining relationships with its customers. Increasing retention rates can lead to increased profits by as much as 25-95%. It’s important to track the success of campaigns designed to keep customers engaged after they make a purchase from you.

By actively incorporating customer feedback into your digital marketing strategy, you can dramatically improve the effectiveness and ROI of your campaigns—not only improving brand loyalty and credibility but keeping customers happy for longer as well!


As a small to medium-sized business owner, gathering feedback from your customers is a powerful way to improve your overall marketing strategy. Taking the steps outlined in this post – surveying customers, setting customer goals, tracking customer feedback, and social listening – will ensure you capture the insights that can truly transform the way you market your business.

Making a commitment to customer feedback is an investment that pays off in the long run. With actionable customer feedback, your business can acquire a better understanding of its customers and tailor its marketing strategy to better meet their needs and preferences.

It’s never too late to start learning from your customer feedback. Start today and make the most of your marketing strategy with customer insights from Basilisk SEM.

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