Customer Journey Analytics 101: Visualizing the Customer Journey & Experience Optimization

Customer Journey Analytics: Fortune 500 companies are investing in programmatic marketing for the sales of business products or services. This programmatic advertising leads to adopting the automation technology where the businesses align their ongoing organizational processes that helps in engaging the customers through which the revenue growth of the company can be improved.

Where do the customers cease over the shopping process? Are all customers incline on similar factors in every geography?

Audiences are the most potential customers. Who are going to be your fans, and who will be your haters?

What is the opinion of customers about your business brand?

How your brand is engaging the customers versus competitor brands over social media platforms and Ad Network channels like Google?

Customer Journey Analytics

The customer journey analytics gets life with the usage of existing tools such as customer journey maps, CRM and web analytics, etc. that helps to hold each step of the customers over their buying process online.

Customer interaction with multiple business brands across different platforms and touchpoints can be identified through the integration of various data sources.

These will reflect on showing how the actions performed related to each other. CX can fill the data gaps between the CX tools by the optimization of CX out of guesswork.

Well, first of all, what is customer journey analytics? Why does any business need to know about it?

The analysis of the customer journey enables the companies to be more concentrated on customers by rolling a set of activities that helps in attracting new customers and hold the existing customers.

With the help of collected data from customer data platforms, CRM and web analytics, etc. any business can track the activity of each customer by placing them on a journey map without considering the device and platforms they use.

This can be used to build a strong profile in the market. Furthermore, businesses can evaluate customer expectations, activities, interests, feelings, and thoughts, etc.

The businesses can sketch an idea of how to attract and hold them throughout their buying cycle. To prioritize customer expectations and experiences, it is necessary to adopt customer journey analytics.

CX Measurement

More than 72% of the companies are obeying that customer experience is the most preferred. In the same, less than 1% of businesses are providing excellent customer experience through their awful services.

How to improve CX? The benchmark of customer experience metrics can help.

The execution of metrics in delivering the ultimate customer experience can project you that you are more dedicated to the customers.

This can be used to find the set of data that helps in measuring the business progress and provide optimization strategies to serve the customers better. CX is the only leader for more than 5,000 companies globally.

“The large companies that are generating more than $1 billion are using more than 50 metrics.

CX metrics provide a number of benefits, and these can be used to identify the validation for past investments, either improvement taken or not, targeting future customers with goals and improvements, etc.

There are five primary considerable CX metrics that every brand should know.

• Customer Satisfaction (CSAT)
• Customer Loyalty
• Reputation
• Quality
• Employee Engagement

Customer Data Management

The customer data management is the process of keeping track of customer data and store where it can be used to fetch the customer buying behavior. This data is collected from the offline and each digital touchpoints that can be used to estimate the customer expectations.

In the eCommerce category or for any business, customer communication over social media, mobiles, websites, and other platforms becomes quite complicated.

The customer data is the primary aspect of the organization, and that will help in building the confidence over the customer service, reaching the customer expectations and promising to add the brand value by offering the customer expected products or services.

The interactions, instances, and events can be established by using the touchpoints of the customer data. A well-defined customer data management can be used to find the most valuable customer data.

Churn & Retention

Customer retention is the metric to measure how many customers are being loyal to your business brand that helps in motivating the customers for further purchase.

The customer retention helps in dealing with the existing customer with no inclusion of new customers. All business brands are spending a lot of bucks in acquiring the customers.

Acquiring new customers costs seven times more while comparing with when selling to the old customer.

The brand recognition factors that include giving new offers to the customers and no contact details to initiate conversation are leading to find the customer drop.

Customer Journey using Artificial Intelligence

When the businesses start planning the customer journey, then it can be used in the creation of providing a unique customer experience.

It is necessary to understand the intension of the customers behind the behavior that helps in building successful customer interaction and attracting the website visitors.

There are two different ways that any business should consider two various factors, like what customers want and what they say this, where Artificial Intelligence plays a vital role. By the involvement of Artificial Intelligence, the businesses can find the customer or visitor intensions in-depth.

Customer Journey using BI & Analytics

Nowadays, most of the companies have huge data. That wide range of data can be used to display the hidden insights of the customers, target markets and prospects, etc. when the marketers know precisely in the interpretation of the insights and applying to the business.

Business Intelligence is the term that helps in building the business applications, tools, best practices, and infrastructure that can be used to make analysis and access the information that can provide the improved and optimized business decisions and performance that every company is looking for.

The data mining, predictive analytics, prescriptive analytics, benchmarking, and other technologies are the most considerable aspects of Business Intelligence that help the business to get the most out of the data they are collecting.

The integration of data visualization, artificial intelligence, and community enabled service, etc. can improve the customer experience that is offered by the business brands.

Customer Journey Management

Everyone wants to roll the immersive customer experience that helps to win the hearts of the loyal customers and to be on the competitional edge. While comparing with the previous era, the customers are demanding in the market.

From the start of their buying journey, they are expecting the unique, personalized, and relevant customer experience over the path of their overall journey businesses that they touch.

Each interaction with your business, the customer, makes the opinion about your brand and figures out the uniqueness of your services.

Moreover, the customers are sharing their positive or negative experiences with the specific brand throughout their journey. The customer journey management helps in identifying where the customer journey was broken.

Customer Experience Optimization

Why should any business brand focus on customer experience optimization?

The most important reasons are in improving customer retention, increasing cross-selling, to generate upselling business opportunities, and to enhance customer satisfaction.

Most of the companies are understanding the significance of customer experience optimization, but still, some are left to know what and why it is.

Let’s dive deeper into statistics that matter for any business to know how effective the customer experience optimization is.

• Good customer experience always comes from spending more hours on the business website or purchasing the products if it is eCommerce.
• More than 86% of the customers are ready to pay for excellent customer experience.
• In making the purchase decision, more than 73% of the buyers are considering the customer experience as the primary factor.
• More than 65% of customers who find positive experience across the brand is more influenced than ad campaigns.

Final Thoughts

The customers need a change that should be unique from their buying journey from one brand to another. According to that, any business brand should build instant strategies and deploy them by meeting customer expectations.