The Role of Data in Customer Experience

Rebekah Carter

The value of data in the customer experience landscape

Strategy
The Role of Data in Customer Experience

Companies don’t hold the power in the transactional experience anymore. In today’s digital landscape, your customers hold the key to your success. If you don’t deliver the kind of meaningful experiences that your audience demands, then they can find dozens of alternative brands that will.  

So, how do you make sure that you’re attracting and maintaining your customers? In one study, 80% of customers said that they prefer to buy from brands offering personalized experiences. The only way to deliver those relevant interactions to your customers is to get to know them better. In a rapidly changing environment, data is the key to a lasting relationship with your audience.  

Today we’re going to look at the value of data in the customer experience landscape, and why all businesses need to be prepared to gather as much information as possible.  

How Data Affects CX 

We’re living in a connected world, where customers are constantly engaging with companies through different channels and mediums. It’s becoming increasingly complicated for organisations to develop the perfect experience for a customer whose journey may include multiple touchpoints and unique requirements. The only way to really succeed is to develop a better understanding of the customer.  

Through comprehensive data analysis, companies can pull information from all points of the purchasing journey and use it to understand the steps their clients take. The right tools can assist organisations in developing a full 360-degree view of the customer journey, combining all the freshest and most accurate data into a comprehensive profile.  

The more data the company has, the more personalized and engaging the customer interactions become. For instance, the CRM system your team uses can make it easier to see which channels your clients use, so you can make sure that there are always agents available when a customer needs service. Your engagement system will show you what you need to do to strengthen your relationship with clients through things like customized product recommendations.  

Meaningful Data Makes a Difference 

The right data helps companies of all sizes to build a more effective omni-channel customer experience that’s positive, effective, and compelling, helping clients to feel more understood and appreciated. It’s that kind of customer experience that keep clients coming back for more and convinces your audience that you have their best interests at heart.  

Complete datasets assist brands in identifying the opportunities that are available for them to grow in different environments and niches. You could even use your data to see where you’re missing out on opportunities for more sales, because you simply don’t have enough agents available, or you haven’t set up the right strategy for customer experience.  

More important, data means that you can avoid the negative experiences that will harm your customer reputation in the long term. Without an insider’s view of your customer and their unique needs, it’s much harder to avoid mistakes that could send your customers running in the opposite direction. However, with the right information, you have a complete map to not only better conversions but better brand loyalty too.  

 

 


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