We all agree, understanding your customers is table stakes for success. 🎯
So, how can you collect and analyze customer data effectively to learn *and* intentionally enhance personalized experiences?
🤔7 best practices that can help you unlock your competitive CX!💡. (inspired by Coveys 7 habits!)
1️⃣ Define Clear Goals: What is the problem you are looking to solve.1️⃣ Enhance customer satisfaction? Identify what trends? Optimize marketing? Reduce Op costs? Clearly defining your goals will help you ask the best questions. 📈
2️⃣ Collect Relevant Data: Gather data from various touchpoints, user behaviour, s surveys, social media, and web. Quality matters over quantity! The data granularity should match the speed of the decision. Focus on collecting meaningful information that aligns with your goals. 📝
3️⃣ Implement Robust Tools: Leverage the right analytics tools to process and make sense of your data. Think of your car, the gas gauge tells a simple analytic, your nav app is a complex analytic, right size it. From segmentation and predictive modeling to sentiment analysis, these tools help uncover patterns, preferences, and hidden opportunities. 🔎
4️⃣ Ensure Data Accuracy and Security: Accuracy is crucial for reliable insights. test, test, test. audit your data collection methods and validate the integrity of the data. Build systems that test your data like a checksum. Additionally, prioritize data security measures to protect your customers' privacy and build trust. 🔒 Prune your data.
5️⃣ Embrace Automation and AI: Manual analysis IS time-consuming and prone to errors. Too much is too much. Embrace automation and AI-powered solutions to streamline processes, identify patterns at scale, and gain real-time insights. Use the right kind of visual for the right kind of data, its ok to stick to just bar & line charts. Think about saving people time, there is too much info out there; we just need to know the excelptions. 🤖
6️⃣ Analyze Real Customer Behavior: Dive deep into customer behavior data to understand their preferences, pain points, and buying habits. Check-swing this with your data. This will enable you to personalize experiences, tailor CX messages, and deliver exceptional customer journeys. 🛍️
7️⃣ Continuously Iterate and Optimize: Customer data analysis is an ongoing process. The whole point is to match the customer journey, so its natural this is a journey. Regularly review your results, adapt your strategies, and tune your approaches based on the insights gained. Test. Test. Test. Constantly evolving will keep you stay ahead of your competition. 🔄
People first. Data is about it's about understanding the people behind the data. Gaining insights that will empower you to deliver memorable experiences that truly resonate with your customers. 💙✨
Give your customers what they want. A more human experience, with IrisCX.
By: IrisCX • 19 September 2022
Online reviews are impactful because they reach people with purchasing intent – a total of 93% of new customers consult reviews before purchasing a product or service. With virtual CX, your team can start receiving and leveraging better quality reviews.
Authority Magazine Interview - Tracy Posadowski Of IrisCX On 5 Ways To Create a Wow! Customer Experience
By: Tracy Posadowski • 25 April 2023
How do you create a customer experience that people love? Make it human. Authority Magazine's Fotis Georgiadis sat down with our CMO Tracy Posadowski. In this interview, Tracy discusses why we assume it's intuitive for brands to deliver great experiences and fall short, and whether or not competition forces companies to deliver a better customer experience.
By: Tracy Posadowski • 29 June 2023
Our CTO Eradj Khaidarov was interviewed by Nat Rubio-Licht, senior reporter at The Daily Upside about how AI-based innovations in customer experience are being engineered to predict service outcomes to better serve customers. In the article "JPMorgan's customer service vibe check", Eradj was consulted as a leading authority on moving from human reaction to an AI predicted outcome in customer service.