We know that the experience customers have when interacting with a brand, whether it’s online Uzbekistan Email List or physical, is just as important to the consumer as the products themselves.

So customer experience is too important to ignore. The problem is, how do you know what a good customer experience is? One study shows that 80% of businesses believe that they deliver “super experiences”, while only 8% of customers think they do. There’s clearly a disconnect.

To deliver a truly customer-centric experience, you need to understand what your customer needs, wants and, importantly, feels about your brand and the service they’re getting. To do this, you need lots of data, and you need deep, accurate analysis.

Lean in: listening to what customers are saying
Businesses these days can get their hands on an incredible amount of customer data and, as long as they analyse it accurately, can ‘listen to’ exactly what their customers are telling them.

They can understand customers’ past . They can find out what they think of the company and its products and what they think of its competitors, how they’re feeling at the moment of interaction, what their intentions are, what makes them happy and what frustrates them. Through analysis, they have a real opportunity to provide a great customer experience, building brand loyalty and trust along the way.

Tracking the journey across devices
The way customers interact with a brand can be complicated. They might start off visiting the website on their desktop browser, then later switch to mobile, then download the app – even go to an actual store to feel the product in real life.

Until recently, tracking this multi-device journey with Google Analytics (GA) was no simple matter. You had to use two different tools: GA to measure web engagement and Google Analytics for Firebase for apps.

But in 2019 Google came up with a feature called Apps + Web + offline analytics, which allows cross-device tracking in GA. With both website and app data in one place and in a consistent format, marketers have a more comprehensive, easy-to-read and view of how consumers interact with a brand.

This cross-device technology lets brands work out the weak points in the journey and make improvements where they’re needed. It’s a powerful addition to the customer experience toolbox. Here at we’ve been implementing a holistic approach to the customer journey with our clients and . It’s especially powerful when combined with the other artificial intelligence technology that’s making business’s lives easier Including the magic that is sentiment analysis.

Ecommerce Marketing Checklist for Successful Data-Driven Businesses
Here’s a checklist to identify the most important features that your eCommerce marketing intelligence solution should include to ease your daily struggles with data, help increase sales and lower your customer acquisition.

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Feeling good about sentiment analysis
Sentiment analysis, or data mining, uses an algorithm that can detect the tone of a piece of text, whether it’s a social media post, a product review, a blog post or an entire document.

Using a combination of machine learning and natural language processing, the algorithm can work out whether the person writing feels negative, positive or neutral about a topic, brand or product. It’s a powerful tool, allowing businesses to automate the process of sorting through messages to find out what they’re doing right, what they’re doing wrong – and how customers feel about their competition.

And it can be used across many areas. Take marketing efforts, for example. Companies can track customers’ reactions to various events or social media campaigns. They can then learn from this and fine-tune their marketing strategy.

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