Your customers are the most powerful weapon in your business growth strategy. Many businesses treat customers like money machines they try to grease through the conversion pipeline, and keep them spending. While without this, there is no business to be had, customers can actually unlock a wealth of potential for your business, and make it much more profitable. You just need to listen. Read the full blog: http://j.mp/CustomerGrowth I write about Growth Hacking and Lifestyle Hacking regularly at http://tomergarzberg.com StrongmanDigital: http://www.smdm.com.au Twitter: https://twitter.com/TomerGarzberg Quora: https://www.quora.com/Tomer-Garzberg Instagram: http://www.instagram.com/styleonman

2. It came as an absolute shock to my system, and challenged everything I thought I
knew about startups and online business in general. It was the height of summer in
Tel Aviv, I had just stepped off a plane at the end of a 27-hour journey from Sydney.
Buzzing from a sleepless night and bad coffee, I made my way to the foreshore
where I met with a team of technical and operational badasses. We had everything in
place, our team was elite, and the pitch deck refined to the level of a Hollywood
blockbuster. We were ready to pitch to one of the world’s biggest venture capital
firms, and we were excited.
The next day, we sat in a light-filled cafe, watching the morning unfurl, bright sky
against the Mediterranean Sea, white sand and eager beach-goers making use of the
serenity. Our contact arrived, and after the niceties, we started our pitch. After 20
minutes, our pitch was over and spirits were high. Our VC contact then uttered six
words that would forever change our trajectory: “But what do your customers want?”
We then realised, we had spent way too much time working on what we want, and
didn’t factor in the most important people as part of the equation. That moment
helped us refine our product in the most meaningful way of all.
“

3. Learn from
• General Questions: These are the unpredicable ones. Some of these will convert, some of
these will outright confuse you.
• Pre-conversion Questions: Product functions/features and delivery/fulfilment, as well as
billing, discount or onboarding process questions.
• Post-conversion Questions: Onboarding process, or useage questions of the product
itself.
• After-care Questions: A problem with the product, reordering, or billing.
Use this for:
• Learning about your target market
• Learning the language they use
• Updating your FAQ
• Updating your Knowledgebase

4. Learn from
• Positive Feedback: Build a collection of these, wherever you find them (emails,
ticketing, social).
• Negative Feedback: Use this as a platform to show how your customer service is
superior, and take special note of the explicit and hidden meaning of the complaint.
• Requests/Suggestions: Neutral comments suggesting features for your product or
service.
Use this for:
• Testimonial Reels
• Keywords for Content
• Keywords for Advertising
• Keywords for Call-To-Actions
• Product or service Improvements
• Feature Ideas

5. Learn from
• Google Analytics: Acquisition and Conversion behaviours
• Kissmetrics: Individualised Funnel behaviours
• CrazyEgg: Activity Heatmapping
Use this for:
• Improving Acquisition
• Improving Onboarding
• Improving Sales Process
• Improving Retention

6. Learn from
• Social Media and Reviews: Tonalities and formalities of customer interactions
• Blog Comments: Know if you’ve aligned well with your target audience
• Email Interactions: Direct measure of whether you're providing value or enough of an
incentive
Use this for:
• Improving Sentiment
• Personality Modifications
• Delivering Value

7. Learn from
• Net Promoter Score: Ask “How likely is it you would recommend us to a friend?” and
work out who your promoters, passives and detractors are
• Social Likes: Repeat likers/sharers are those that believe in what you do
• Customer Retention Rate: Your best and longest customers are the ones you need to
nurture.
Use this for:
• Brand evangelism
• Referrals
• Content Sharing
• Self-sustaining community

8. I write about Growth and Lifestyle hacking regularly at
TomerGarzberg.com. Here’s some more blogs you might like: