Analysis of customer experience is one of the important activities when expanding your company. The old business says “if you make it, they will come”. This reflects the old product-centric approach in the market; There is a belief that customers will focus on the characteristics of the product rather than their practical applications. But we are witness to change. In no time, the center of gravity will lie more on providing an outstanding customer experience than building innovative products or services.
Women holding an ipad with a chart on display
Customer experience (CX) will be the cornerstone of any business strategy by 2020. Not only will your marketing or customer satisfaction team be part of customer experience management; If you want to survive in a competitive digital and ever-present world, more departments have to become customer-centric units.
Walker Consulting produced a comprehensive report about the future of customer service. According to their findings, within the next two years, there will be a make-it-or-break-it factor as a significant difference between CX companies. Others will not. Hard business rules – adapt or die.
Change has begun. 86% of existing and potential customers are willing to pay more for a better customer experience.
If you’re wondering how to improve the customer experience, we’ve got you covered. In this post, we are going to take a look at what customer analysis is all about, to find all the necessary information and how to use them to your advantage.
What is customer experience analysis
The expansion of Facebook, Twitter and other social networks shifted power from companies to consumers. A single Facebook post or tweet has the potential to reach thousands of people around the world, causing shares to either collapse or skyrocket.
Remember Kylie Jenner’s tweet that Snapchat was valued at $ 1.3 billion? Even if the exact number is grossly exaggerated, the stock’s response to mentioning social media shows a deep trend.
Not only was Jenner unhappy with Snapchat’s design changes, but it also had millions of followers. They agreed with him, voted with his feet and stopped using the app. Not all Snapchats listened to their users.
At the other end of the customer experience spectrum are companies that excel in helping their customers. Take a look at Futuramo, a SaaS business that provides tools that help teams communicate, collaborate and manage projects. Futuramo uses Brand24 to spot customers to get all the help on the web.
“The market is very competitive, if you are not there for your customers, then you are missing out. Thanks to Brand24, we’ve got that cover. ”
Magda Vermiska, Futuramo
The more accurate term from customer experience should be customer passion. Customers expect products and services to provide a “frictionless” experience. Companies have to go the extra mile to meet customer expectations.
Both existing and targeted customers want complete information about their business needs. You need to know before you can identify and anticipate problems, so a switch from a reactive to a proactive approach is unavoidable.
“When I talk to clients, they want us to know fingerprints and forensics about what they are through.” Vice President, Customer Support Services, Network Storage Company
How to conduct customer experience analysis
The first step in customer analysis is to determine that your customer service is missing. The more details you collect, the more accurate your review will be.
Know your customer
Customer behavior analysis is all about research and data. You have to understand the needs and needs of your customers and explain how your product will make their life easier.
Thankfully, you can extrapolate the data you already have to potential customers. Finally, you should find the answer to the questions – what motivates people to buy your product? How can you improve interaction with your customers to maximize customer lifetime value?
Marketing color wheel
You should start an in-depth investigation of your current client’s database. It should contain demographic data, such as age, gender, or location of your customers. Once again, power is in the details. The more you know about your customers’ problems, the more solutions you can offer.