Using Data to Shape Customer Experience Strategies

If your CX Program simply consists of surveys, it's like trying to understand the whole movie by watching a single frame. You have to integrate data, insights, and actions if you want to understand how the movie ends, and ultimately be able to write the sequel. But integrating multiple customer signals isn't easy. In fact, it can be overwhelming. I know because I successfully did this in the past, and counsel clients on it today. So, here's a 5-step plan on how to ensure that the integration of diverse customer signals remains insightful and not overwhelming: 1. Set Clear Objectives: Define specific goals for what you want to achieve. Having clear objectives helps in filtering relevant data from the noise. While your goals may be as simple as understanding behavior, think about these objectives in an outcome-based way. For example, 'Reduce Call Volume' or some other business metric is important to consider here. 2. Segment Data Thoughtfully: Break down data into manageable categories based on customer demographics, behavior, or interaction type. This helps in analyzing specific aspects of the customer journey without getting lost in the vastness of data. 3. Prioritize Data Based on Relevance: Not all data is equally important. Based on Step 1, prioritize based on what’s most relevant to your business goals. For example, this might involve focusing more on behavioral data vs demographic data, depending on objectives. 4. Use Smart Data Aggregation Tools: Invest in advanced data aggregation platforms that can collect, sort, and analyze data from various sources. These tools use AI and machine learning to identify patterns and key insights, reducing the noise and complexity. 5. Regular Reviews and Adjustments: Continuously monitor and review the data integration process. Be ready to adjust strategies, tools, or objectives as needed to keep the data manageable and insightful. This isn't a "set-it-and-forget-it" strategy! How are you thinking about integrating data and insights in order to drive meaningful change in your business? Hit me up if you want to chat about it. #customerexperience #data #insights #surveys #ceo #coo #ai

Is your business drowning in data?! But here's the reality: data is only powerful when it's actionable. Even the best tools can't move the needle on your customer experience (CX) or business outcomes without a clear plan. Let's dive deep into how leaders can cut through the noise and extract meaningful insights from overwhelming amounts of customer data. Spoiler alert: it starts with having a clear objective. 🌟 Here's what we unpack in this Experience Action episode: ✅Clarity is Key: Before diving into tools or technology, ask: What's my objective? Knowing what you're after will help you focus on the right data. (Improve retention! Increase Referral Rates! More Repeat Purchases…get clear about outcomes.) 🔬 ✅Centralizing Your Data: Many organizations face the challenge of siloed data across departments. Implementing a Customer Data Platform (CDP) can be a game-changer by integrating information and providing a unified view of the customer journey. 🎯 ✅Leveraging AI for Deeper Insights: Once you have a clear objective and centralized data, artificial intelligence (AI) and machine learning can identify patterns and uncover hidden insights. Tools like IBM Watson and Salesforce Einstein can help you go beyond basic analysis and start making data-driven decisions at scale. 🤖✨ ✅Turning Insights into Action: Analysis without action is a wasted effort. Make sure you have a plan to act on your findings. Whether through sentiment analysis, predictive analytics, or feedback loops, the ultimate goal is to improve customer outcomes and drive business success. As CX leaders, the work we do matters. 🌍 We are shaping experiences not only to build loyalty but also to change lives. Feeling overwhelmed by big data or AI? We're here to support you. Learn more about our strategic approach and check out our resources at Experience Investigators. You've got this! https://lnkd.in/gGmC9cqZ #CustomerExperience #CXStrategy #DataInsights #AIinCX #ExperienceAction #CXLeadership #BusinessTransformation #CustomerSuccess #ExperienceInvestigators

Subscription services need strong analytics to build smarter & strategically strong plans. 🚀 Subscription models aren’t just a trend anymore—they’re shaping the future of eCommerce. 🛍 But are you leveraging data & analytics sufficiently, to iteratively build your strategy, & have your customers coming back? Here’s why you should make data analytics an integral part of your business approach: 🎯 Customer Retention Isn’t a Guessing Game Many eCommerce businesses still rely on gut feeling & high level market trends when deciding what keeps their subscribers happy. What if you could make smarter, data-driven decisions instead? Here’s how: 1️⃣ Understand User Behavior at a Granular Level Accurate analytics helps you spot patterns in how your subscribers behave. 👉 For example, a fitness app found that users who completed daily workouts stayed subscribed longer. With this insight, the app focused on features that encourage consistent engagement, boosting retention. 2️⃣ Personalize the Experience Analytics isn’t just about numbers—it’s about the people behind them. By segmenting your customers based on their behavior & psychographics, you can create personalized experiences that drive loyalty. 👉 Example: Netflix tailors its show and movie recommendations at a segment of one level, making subscribers feel seen and valued, while also making their life easier! 3️⃣ Track Key Metrics Keep an eye on crucial metrics such as Churn Rate, Average Order Value (AOV), & Customer Lifetime Value (CLTV). These metrics tell you what’s working, & where you need to pivot. 👉 For instance, a music app discovered that users who created personalized playlists were less likely to churn. Now they focus on promoting playlist creation to keep users engaged. 4️⃣ Leverage Predictive Analytics Want to predict churn before it happens? Predictive analytics can highlight warning signs of disengagement so you can take action before your subscribers leave. 👉 Takeaway: With predictive analytics you can send personalized reminders, special incentives, or tips to at-risk users, keeping them engaged. 5️⃣ Test, Learn, Optimize Don’t settle for your first plan. A/B testing helps you experiment with different subscription models, pricing, & features to arrive at the best. 👉 Example: A video streaming service can test different pricing structures & tiers, & find the best pricing plans that maximize sign-ups, market share, & retention. Bottom line: Subscription analytics give you the insights you need to understand, retain, & grow your subscriber base. Embracing smart data, & analyzing it while keeping the people behind it in your mind can create more personalized, engaging, & profitable subscription model. At Appstle Inc. there are 30,000+ eCommerce businesses that hands-on use our granular analytics to make impactful data driven customer retention strategies. The analytics are an integral part of Appstle Subscriptions. Because there is no better way to profitably scale!