Customer Experience Management is a hot topic, and understanding and "managing" customers' cross-channel journeys sits at its heart. We have developed an approach to quickly and efficiently make progress in customer journey mapping and thereby'engineer' your customer experience. Many companies concentrate their journey mapping efforts on "getting the processes right". This approach is likely to see quality and consistency improvements, but often at the cost of the customer feeling'processed', plus opportunities can be lost because the customer doesn't want to "do it your way". We believe that Customer Experience designers must understand that how the customer felt about the experience is very often more important than what was physically done.
Want to get more value from your customer data? This infographic illustrates the most widely used sources of customer data, and the benefits you can get when you predict customer behavior. These findings are based on a recent study by Alteryx and AbsolutData, and include some challenges that prevent analytics from being used as effectively as it could be to drive critical improvements in sales, marketing, customer satisfaction/loyalty, and operational efficiency.
These days, customer experience, data and brand strategy are gaining a lot of importance in marketing. Both the customer experience and data analysis play a bigger role and marketers are spending more time in focusing on the broader business strategy instead of just focusing on advertising. The infographic titled, "Let's Talk about Customer Experience". According to Gartner study, in the coming years, most of the companies are expected to compete predominantly on the basis of customer experience. Delivering a satisfied and excellent customer experience is the new battleground of the brands.
Customers have gradually high expectations of the brands with which they share their data. Today the way companies collect and use data, and the way their customers share it, is changing. For years companies have been striving to create customer loyalty programs that stick. Companies must move away from just collecting customer data, to using it in a way that provides more value or a better experience for their customers. Why companies want certain types of customer data and what the benefits for the customer will be?