Customer experience analytics includes the collecting and analyzing of data related to this experience. It requires you to review every stage of the buyer’s journey from awareness to sales conversions and beyond, as well as each interaction point. Doing so will help you improve the customer experience which leads to increased loyalty, engagement and conversion.
Customer experience metrics
There are a number of key performance indicators (KPIs) related to the customer experience.
Common ones include:
How customer experience analytics can help improve customer service
Customer experience analytics help you make informed decisions about your customer service, sales, marketing, and more. That’s because it provides hard facts about how your customers really perceive the experience of buying from you. After-all, the way a business views their brand isn’t necessarily the same as how a customer views the brand and this insight can be transformative.
Here are some of the ways customer experience analytics can help you improve your customer service:
1 - Proactive responsesUnderstanding what your customers like about your business and what they don’t like will help you better anticipate your customer’s needs and proactively prepare to address issues. Having solutions prepared in advance can mediate common reasons for churn and dissatisfaction while your team works on finding a more permanent solution.
2 - Better training and resourcesWhen you understand the customer experience, you can better target agent training to focus on addressing key issues. You can also use this information to create customer service scripts, as well as resources that your team can use themselves or send to customers. Having agents trained and prepared to help customers with known challenges, or better informed about product features, will improve your company’s customer service and in turn the customer experience.
3 - Motivates staffWhen dealing with a frustrated customer, it can be hard to remember that obtaining a new customer is much more costly than retaining a current one. By ensuring your customer service team (and other departments) understand what it means to lose a customer, you can remind them how important it is to provide a good experience. Customer experience analytics provides on-going trends that highlight areas to improve and success stories.
Interested in learning more about improving your customer experience with customer analytics? Get in touch with Advantage Communications today.