The Goal:
It depends how good you want to be.
The Tool:
Only four percent of businesses are fully satisfied with their ability to improve the customer experience with customer insights. This lack of customer understanding is a major constraint to delivering on consumer expectations with interactions that reflect customer needs, and address them in a relevant and timely fashion.
Strategies to identify the trends influencing buyer behavior across multiple channels, to innovate in customer experience analytics that are helping companies better understand their customers and to highlight how top performing businesses understand the entire customer journey; will help you join the ranks of firms that can leverage analytics to truly understand customer needs, and deliver an experience that addresses those needs. Identify what customers want and give it to them! Every impression is important!
You will not survive if you don’t establish the relationship between Superior Customer Experience and Growth. Some initiatives to consider are:
- Gathering and Understanding the Voice of the Customer (VoC)
- Creating a Customer Measurement and Management System
- Building the Lens of the Customer
- Building the Quality-Satisfaction-Loyalty Path
- From Data to Information: Analyzing Quality, Satisfaction, Loyalty, and Profit Data
- Customer Retention Modeling
“It is not good to settle in a set of opinions. It is a mistake to put forth effort and obtain some understanding and then stop at that… Do not rely on following the degree of understanding that you have discovered, but simply think, THIS IS NOT ENOUGH!!”
“Companies don’t sell products or services, but rather the expertise and the technologies to help users define their needs and create the solutions best suited for them”
