Leveraging customer insights for enhanced engagement:
Implementing Okendo quizzes & surveys for exceptional customer connections
Snapshot
Okendo are firm believers in the power of customer engagement as a key component of any good marketing strategy.
The evolution of their offerings have always been centered on this key philosophy of brand empowerment, allowing businesses to create deeper connections with their customers through tools including quizzes and surveys to drive growth.
These tools prove powerful in industries where personalization and trust are paramount. In increasingly saturated marketing, personalized experiences stand out to customers, finding value and advocacy through tailored solutions. Okendo leverages these meaningful brand interactions to foster brand connections, and Growth Gurus has mastered the implementation and optimization of Okendo's platform, leveraging our expertise to help brands fully utilize quizzes and surveys, ultimately maximizing customer connections and driving growth.
Creating healthy customer connections in the wellness space
Health and wellness brands face an increased need to nurture brand relationships; as a deeply personal area for consumers, individual health needs must be addressed and catered to in order for customers to feel more connected to a brand, build trust, and ultimately increase brand loyalty and retention.
Okendo’s quiz and survey functions allow brands to gather specific information about their customers, ultimately enabling them to provide more tailored product offerings which enhances a consumer’s connection to the brand throughout the customer journey. With full integration into Klaviyo’s platform, the data collection automatically syncs to the customers unique profile, allowing brands to build automated journeys which connect to the individual needs of each customer.
At Growth Gurus, our strategists have utilized these tactics to empower data-driven decisions for our health and wellness clients, driving consistent, sustainable growth.
Empowering decisions with quizzes
The versatility of Okendo quizzes creates flexibility for a brand to test exactly what they want to learn about their customers at various phases in the customer journey, allowing more data-driven decisions that are relevant to their interests and needs.
Personalized product recommendations: In the health and wellness industry, customer satisfaction is closely tied to the effectiveness of products and services in improving well-being. By directly asking customers about their relevant opinions, brands can gather insights into how well these offerings are meeting health goals.
Customer segmentation: Quiz responses also allow brands to utilize data to deliver targeted messaging that resonates with consumers more directly. Tailoring new product launches, educational pieces, and segment-specific messaging allows for communications that truly resonate with individual customers.
Lead generation: Interactive lead magnets can be developed from Okendo quizzes, offering unique value, like a personalized health plan, in exchange for contact details. This assists in growing lists, and kickstarting the customer journey.
Engagement and education: Outside of direct data collection, quizzes can be implemented as an educational tool about the products for consumers, positioning the brand as a trusted resource that sharpens customer loyalty.
Finding solutions with surveys
While quizzes allow brands to collect information about the customers' preferences and behaviors, the versatility of Okendo grants brands the power to implement surveys into customer communications as well.
Surveys gather insights from customers on various stages in the customer journey, creating actionable feedback points for brands to enhance retention and product development.
Understanding wellness outcomes: In the health and wellness industry, customer satisfaction is closely tied to the effectiveness of products and services in improving well-being. By directly asking customers about their satisfaction with products like supplements, fitness programs, or skincare regimens, brands can gather insights into how well these offerings are meeting health goals.
Guiding innovation for better health solutions: Health and wellness products must be closely aligned with customer needs, whether it's a new supplement, a fitness device, or a skincare product. Surveys can capture customer feedback on existing products and gather ideas for new offerings.
Enhancing the journey: The customer journey in the health and wellness sector often involves multiple touchpoints, from initial research and purchase to ongoing usage and follow-up support. Surveys provide detailed insights into each stage of this journey, helping brands identify pain points and opportunities for improvement.
Building trust and loyalty in wellness: In the health and wellness industry, trust is a critical factor in brand loyalty. Surveys can help brands understand how they are perceived in terms of trustworthiness, product efficacy, and overall brand values.
Surveying the wellness landscape
A Growth Gurus client in the health and wellness space, Happy V found challenges in their customer engagement strategy; while they held a strong brand image and product portfolio, they wanted to improve their ability to directly gather customer feedback to incorporate into their strategy. While third-party platforms, like Klaviyo, aid in building customer profiles, the brand was in need of direct customer insights to identify and recapture missed opportunities for customer experiences and product development.
With Okendo's full integration into their Yotpo loyalty program, Happy V was able to utilize direct customer feedback into their existing points-based offers for consumers. In rewarding customers with points for their reviews of products, the brand could gather direct feedback on their products, which simultaneously grants new brand insights, and nurtures customer loyalty.
Finding the why
Growth Gurus leveraged Okendo for Happy V to create strategically placed surveys at various stages of the customer journey. These surveys were instrumental in capturing customer sentiments, preferences, and overall relationship with the Happy V brand and its products.
Looking at post-purchase surveys, Happy V’s most popular survey, the brand is able to collect information about the customer’s purchasing experience, and how they’d heard about the brand. Through Klaviyo integration, their answers are synced to their profile account, allowing for personalized messaging which best connects with them.
While many customers shared positive feedback on their purchase decisions, our in-depth surveys revealed a broader set of challenges for customers earlier in the journey.
Having the ability to return back to these key pain points from developed Okendo surveys allowed for more targeted future communication, aiding in growing and maintaining customer retention. Addressing these key areas has become crucial for improving customer satisfaction and brand loyalty.
"The by-product of understanding your customers rationale for behaviour & emotional decision making is simple; grow Customer Lifetime Value and retention rate. In a competitive landscape, it's not viable to simply guess customer intention or desires, instead every decision must be backed by data. Okendo Surveys allows you to collect actionable insights to elevate your strategy across all facets of business."
Market Lead APAC
Okendo
Surveys as subscription management
By consistently reinforcing customers' personal health goals, we successfully fostered a deeper sense of value, necessity, and achievement, thereby strengthening brand loyalty.
Community connection is at the heart of the Happy V brand, and the company prioritizes using customer data to enhance personalization, boost retention, and continually refine customer experiences. With the help of Okendo, we targeted past customers, asking them to share their motivations for choosing Happy V supplements.
This invaluable data allowed us to develop tailored email flows and marketing campaigns, offering personalized product recommendations and tips to help customers reach their health goals.
Procuring the perfect product
Within the health and wellness space, customers are especially interested in finding products that match their individual concerns. Trust is a key theme throughout the customer journey, and with product recommendations from quizzes, customers feel more secure in their purchasing decisions.
For brand Happy V, we utilized Okendo to develop a quiz that asks key questions around health concerns, building the answers to flow onto a product that best matches their interests. From this implementation, the brand was also able to identify which products are best resonating with their audience, aiding with new product development and promotion.
Following this Okendo integration, Happy V found an impressive 7.75x increase in quiz-related revenue after the first three months.
Survey says: success for Black Friday!
For BFCM 2023, Happy V had a desire to more deeply understand the shopping experience for customers coming into the holiday season.
Setting up a new post-purchase survey, we asked shoppers about their experience with their customer journey, asking whether they were buying for themselves or as a gift, what messaging resonated with them the most, and when they tend to be busiest in shopping.
With these insights, Happy V was able to gather that shoppers utilized BFCM to purchase products for themselves rather than for gifting to others. With this in mind, they were able to shift their messaging during this season, which will be the foundation of a new and improved BFCM strategy in 2024.
