Considering the dynamism of the current market, it is well-known how important it is for today’s companies to have an adequate data analysis strategy that allows them to successfully address some of the most relevant challenges that arise between companies and clients.
Customer Data Platforms have become a precious asset for organizations. These allow you to take full advantage of the vast amount of detailed data about consumers, which comes from interactions with the customer service team, smartphones, various financial and operations systems, and much more.
When an organization has access to all this information, it is more likely to meet user expectations, be where they are, and offer CX based on simple decisions, always informed by data.
If we consider the organizations that are currently using the data,
Successfully transform data-driven insights into a competitive advantage
They claim to have customer segments and people data in the required format to help make marketing decisions
They believe they have the tools to understand the connection between online touchpoints and in-store behavior
it becomes clear that there is still much work to be done, and it is necessary to look for the tools to take full advantage of the power of interconnected data and its analysis to:
✔ anticipate customer needs, preferences, and problems, as well as consumption patterns, which will allow you to create omnichannel strategies like none of your competitors;
✔ leverage and connect various data ecosystems to unlock hidden insights through analytics;
✔ drive data-driven decisions to build consumer loyalty across any of your sales channels;
✔ accelerate brand growth by integrating new data sources and adapting to changing customer needs;
✔ build trust by ensuring consumer data are secure and handled responsibly;
✔ implement solutions specially designed for marketing, sales, service, e-commerce, and POS, among others, to offer perfect customer experiences on all channels;
✔ strengthen customer relationships in real-time, using the power of data. This includes product recommendations and personalized content based on consumer preferences.
The key to an effective CX strategy is knowing the customer; therefore, data collection, processing, and analysis are crucial.
CX and data, the behavior of companies today
Although the importance of data analysis to optimize CX is evident, a study indicates that
- only 10% of companies collect contextual data, including preferences, requirements, opinions, and criticism, compared to 50% that only collect contact details;
- only 31% of companies have a single system to centralize all information, which makes personalization difficult;
- 35% of companies confirm because their customers do not communicate with each other, they are not able to indicate their preferences in each channel, which is part of the sales strategy;
- 31% of those responsible for the marketing area acknowledge that their work with the client ends with the purchase, the acquisition of potential clients, the initial transaction, or the product delivery, excluding any later stages. In other words, organizations focus on a journey map in which the purchase funnel is the most critical, careful, if not the only relevant thing in the entire CX. Where are the later stages of discovering what influences customer satisfaction, long-term loyalty, and support?
The above suggests that we must change the approach to CX, although we know that it is not an easy task. It is necessary to involve different areas and rethink strategies, but not before understanding that CX is directly linked to business expansion and is critical:
- consolidate inputs provided by customers;
- invest in the CX team’s skills around people and focused end-to-end customer journey maps;
- implement a tool that facilitates data analysis and helps to better understand, among other things, the factors that drive customer loyalty.
Anticipating to win
Only companies that can centralize, process, and understand the tidal wave of data they produce daily can succeed. An impossible task to carry out without data visualization tools.
At CeleriTech, we know that your organization needs to understand the reality of the business and, above all, where CX is heading. That’s why we created Keenlog Analytics and Keenlog Predictive, the solutions for Business Analytics that will help you create dashboards, graphs, and dashboards to understand data, recognize repeating patterns, identify new trends and communicate that information throughout the organization.
Visualize and analyze the key KPIs that will assist you in achieving your business objectives, streamlining tasks, and transforming your CX. Make Keenlog Analytics and Keenlog Predictive your brand and sales differentiator. Contact Us.
