Whether you’ve been in business for one year or have decades of experience in your industry, one thing is true for everyone: Nothing is the same as when you started. Your products and services have changed to meet the needs of an ever-changing customer base. And the rapid pace of technological advancement has compelled you to stay current and deliver an ever-evolving digital experience.
As today’s businesses look for the best ways to get and stay ahead, meaningful integration of experience and operational data is fast becoming a “must-do.” When done right, X- and O-data integration offers tremendous value, especially as the integration matures to render more personalized customer experiences and opportunities to establish a true return on investment of customer experience (CX) initiatives.
Tracking your time helps set benchmarks and determine personal bests but does little to win a race without knowing the times of everyone else. The same is true when it comes to customer experience (CX).
In this age of information overload, there is opportunity to seek out a few more “alligators” in our customer data. One method that could help is instituting a more formalized and managed follow-up process with our key accounts. In other cases, there are opportunities to learn more from the commentary provided by customers in surveys or in other feedback forums.
Many different metrics and methodologies for measuring customer satisfaction exist. No one piece of customer feedback tells the full story. Combining metrics to paint a picture of what happens when customers interact with your business is vital.
About 73% of consumers rely on experience first when making purchase decisions (PwC). Research also shows that more than two-thirds of customers will pay more for a better experience (Salesforce). The data illustrates a key point: a customer experience strategy is not a “nice-to-have,” but a “must-have” for company success.