When it comes to delivering greater customer experiences in today’s digital economy, building relationships comes with more frequent, but shorter interactions. Customers have more access points than ever before to their service provider. They can interact via a company’s website or app, through phone calls, emails, texts, and via social media and chat. These kinds of interactions take less time than an in-person visit, but they happen much more frequently. They are also more superficial than in-person interactions, making it even more important to have each one count.
Companies need to take advantage of all of these touch points and interaction moments to provide real value. The only way to do this is to be relevant in ALL areas of messaging, timing, and to ensure these are relevant to the customers’ context.
But how does one become relevant? The first step is understanding who your customers are.
http://customerthink.com/marrying-context-and-data-for-superior-customer-experiences/
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https://mopinion.com/mopinion-iso-27001-certification/
Customers are providing companies with more feedback than ever before, and it represents a valuable source of data which can be used to improve the customer experience. However, in many large organizations, this data simply sits in silos, with teams tending to use the customer data they collect for their own needs only.
For instance, a digital team will use site feedback for website enhancements, while the contact center will use post-call surveys for improving agent performance. Data is rarely shared across departments for the broader purpose of improving the customer experience.
This begs the question, why don’t departments share customer data with each other? Some of the reasons I’ve heard may sound familiar:
http://customerthink.com/share-your-data-the-way-kids-share-their-toys/
User analytics are critical to understanding the success of your solutions and where they can be improved. Not all analytics are the same, and what you measure for one product may not apply to your others. Let us consider a few ways to make analytics work for your needs.
https://www.forbes.com/sites/forbestechcouncil/2018/05/25/three-top-tips-for-your-analytics/#2f511f067652/
"I like to get the most I can out of everything. I use things for as long as I can. T-shirts become painting shirts, then rags, that sort of thing. My children have to convince me that it is time to replace something since I always find new uses for things.
It turns out that you can apply this thinking to your content strategy, as well. Specifically, you may be able to get a lot more insight into the content requirements of your users than you think, by really considering the data and feedback you have available – and how you can get the most out of it.
For the past two years, I have concentrated on doing just that for a large team of technical content developers at Dell EMC. Here are five takeaways that you can use to wring everything you can from the data available to you."
https://review.content-science.com/2018/05/using-customer-feedback-in-content-strategy-wring-your-data-for-all-its-worth/
To improve customer experiences, brands are increasingly turning to data to give them insights and direction. Some of the benefits include helping brands personalize the customer experience. This creates a more enjoyable and memorable moment for customers. In return, they can become repeat customers. Plus, they may tell others about their (hopefully) great experience. Also, a company can pinpoint what works and what needs improvement with the current CX strategy.
https://www.forbes.com/sites/steveolenski/2018/07/26/using-data-to-transform-the-experience/
Rise Science came to IDEO with a challenge. The young startup had built a robust data platform for college and professional athletes to track their sleep and adjust their behavior so that they played at peak performance. But for the players, the experience was challenging. Rise expected athletes to look at data-driven charts and graphs to determine what decisions to make next, but players struggled to find those insights. Rise was convinced they just needed easier-to-read charts and graphs.
https://hbr.org/2018/03/what-happens-when-data-scientists-and-designers-work-together/
The digital age has brought with it a horde of data. And coming from various sources and in large quantities, the availability of this data has created many new and insightful opportunities for digital marketers. Modern digital marketers are using data in a myriad of ways, such as gauging success (with Key Performance Indicators, or KPIs), driving improvement (e.g. campaign effectiveness or website usability) and boosting lead generation. However, this heavy reliance on intelligent marketing data necessitates an analysis solution, which comes in the form of dashboarding software.
https://mopinion.com/kpi-dashboarding-software-digital-marketing-managers/
