Voice of customer

Capture exact language customers use to describe problems and solutions to write copy that resonates because it mirrors how your market actually thinks and speaks.

Voice of customer

Voice of customer

definition

Introduction

Why it matters

How to apply it

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Marketing funnel

Your website, email flows, and remarketing all work together like a mousetrap. Build clear landing pages that convert, automation that nurtures leads, and a machine that drives discovery calls without you chasing people. Stop leaking leads halfway through.

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Marketing funnel tools

Marketing funnel tools

Traffic means nothing if it doesn't convert. These tools help you capture leads, nurture them automatically, and understand what's actually working in your funnel.

Lead capture system

Lead capture system

Anonymous visitors are worthless. A strategic approach to forms, lead magnets, and often-forgotten sources turns traffic into contacts you can actually nurture and convert.

Lead nurture sequences

Lead nurture sequences

Most leads aren't ready to buy today. Automated sequences keep you top of mind and build trust over time so prospects come to you when timing is right.

Optimised booking flow

Optimised booking flow

Getting someone interested is only half the battle. A proper booking flow with confirmations, reminders, and no-show handling converts more interest into actual conversations.

Related books

Breakthrough Advertising

Eugene M. Schwartz

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Breakthrough Advertising

A field guide to message market fit. Use stages of awareness to pick angles, craft offers and brief ads that speak to real pains and jobs.

Related chapters

1

How to run qualitative research

Use heatmaps, recordings, and survey data to uncover friction. Discover confusion and blockers that hurt your conversion rates and user experience.

1

Who to interview

Not all customer feedback is equally valuable. Learn which segments of your customer base will give you the insights that actually change how you sell and who you should prioritise when time is limited.

Wiki

Voice of customer

Capture exact language customers use to describe problems and solutions to write copy that resonates because it mirrors how your market actually thinks and speaks.

Content calendar

Plan content publication in advance to maintain consistency, balance topics, and coordinate promotion rather than scrambling to create content reactively.

Heatmap

Visualise user behaviour through colour-coded overlays showing clicks, scrolls, and mouse movement, exposing hidden friction points.

Unsubscribe rate

Monitor how many recipients opt out of emails to catch list fatigue or irrelevant content before deliverability suffers from spam complaints that damage sender reputation.

Mobile responsive

Ensure websites display and function properly on all devices to avoid losing mobile traffic that bounces from broken layouts or tiny unclickable buttons.

Email open rate

Track what percentage of recipients open emails to evaluate subject line effectiveness and list engagement rather than sending to unengaged subscribers who hurt deliverability.

Customer journey

Map every touchpoint from initial awareness to repeat purchase, creating seamless experiences that guide prospects toward conversion.

Social proof

Display evidence that others trust and use your solution to overcome scepticism and reassure prospects they're making a safe choice by buying.

Stages of awareness

Match your messaging to prospects' current awareness level from problem-unaware to solution-aware to speak directly to their mental state.

Offer

Structure your pricing, deliverables, and guarantee into a compelling proposition that makes buying decisions easier and more confident.

Page speed

Optimise how quickly pages load to reduce bounce rates and improve rankings since slow sites frustrate users and get penalised by search algorithms.

Usability testing

Watch real users attempt tasks with your product to identify friction points that analytics alone can't reveal and prioritise improvements that remove blockers.

List hygiene

Regularly remove inactive and invalid email addresses to maintain deliverability and focus effort on engaged subscribers who actually read your content.

Trust signals

Display security badges, guarantees, and credentials to reduce purchase anxiety and prove legitimacy on pages where visitors make buying decisions.

Thought leadership

Share original insights and expertise publicly to build authority and attract customers who value your perspective before they need your solution.

AIDA

Map the buyer journey from attention to action, crafting messages that guide prospects through each stage to conversion.

Personal brand

Build professional reputation through consistent content and engagement to attract opportunities and establish trust before commercial conversations begin.

Click-through rate (email)

Measure what percentage of email recipients click links to assess content relevance and call-to-action effectiveness beyond whether people merely opened messages.

Jobs to be done

Understand the underlying progress customers try to make by hiring products to uncover motivations that drive purchases beyond surface-level features.

User interview

Conduct structured conversations with customers to uncover problems, motivations, and decision processes that surveys and analytics can't reveal.