Get The Basics Of Your Data Capture Right
With GDPR and customer data privacy a hot topic, it’s important to capture data both responsibly and in an engaging way so that you get the basic information that you need to meet your marketing objectives while not causing moments of friction in the customer's journey.
There are 8 common mistakes made in getting value from the marketing data that you collect and ensuring your customers see the benefit of sharing it.
1. Collecting More Data Than You NeedThose familiar with the Lean Startup approach will know about minimum viable product. And the principle is the same with customer data: what is the minimum amount of data that you need to collect in order to serve the customer and build a relationship with them?
If you aren’t planning to telephone the customer then don’t collect a telephone number. It creates a barrier to the customer completing the form and creates complexity for you.
2. GIVING Free Text Options
Always ask customers to pick from lists. These could be drop-down menus or tick boxes.
If you allow free text then someone is going to have code the data into a consistent format. This immediately adds cost and creates potential for data quality issues.
Plus you're making the customer do more work and will see drop-outs on your data capture forms.
3. Using Old DataThe moment that you capture data it is out of date.
This has implications for the data that you collect (e.g. ask for a date of birth rather than age) and how you use it - behavioural data (see point 5) will help you better ensure that your experience (landing pages etc) are relevant and feel personal.
4. There Isn't A Clear, Compelling Value Exchange
Today’s consumers are savvy and willing to share their data with brands. But there needs to be a clear benefit to them.
That benefit needs to be both why they should share any data with you and why they should tell you specific pieces of information.
Only collect data that has a demonstrable value to a customer. Asking where they heard about you or when a policy renews doesn’t cut the mustard.
Think about why you are asking for certain data at a specific point in the customer relationship. Does it feel natural? Is it clear to the consumer why you are asking for it?
5. You Rely On Claimed DataYou should only collect the data that you need to:
- Communicate professionally with a customer
- Connect your datasets together to give an holistic view of the individual customer and close the loop on your marketing performance
6. You Don't Bother To Validate Your DataAll data has a cost but particularly wrong data. Collecting an incorrect piece of data at registration will be particularly costly: you may not deliver expected service at a critical point in the journey.
And you may waste your marketing money writing to an address or calling a customer that doesn’t exist.
Address lookups are great and support point 7 below. You can also screen for syntax in, for example, email addresses that you are collecting online.
If you are collecting data offline then screen it before you load it to your marketing database. It’s better to fix it at source than add it to a database that may be connected to multiple data solutions.
7. It's Too Hard For ConsumersYou should make it as easy as possible for consumers to enter their data.
Break lengthy forms into small pieces and show the customer how they are progressing through the data capture process.
If you have rules for password strength then tell the customer before they attempt to create a password.
8. You Ask For The Same Data Again. And Again.
If you have the opportunity to collect more information through the customer lifecycle then demonstrate to the customer what you already know and never ask for the same information twice. Remember the concept of Show Me You Know Me.
The customer isn’t going to be interested in your internal barriers to knowing them.