Customer Analytics

4 Keys to Leveraging Data to Improve Digital Engagement

Companies that are driven by customers and transactions are challenged to incorporate data from a number of different systems to properly attribute behaviors, such as browsing, influence or direct conversion. Digital experiences have dramatically increased the number of ways customers can measurably interact with companies. While this proliferation of data is useful, it is not […]

Continue reading

Take the First Step toward Customer Journey Analytics

“A journey of a thousand miles begins with a single step.” – Lao-Tzu I hope you don’t think you’ve stumbled on a new “Daily Affirmations” page. Though it may seem a bit corny to use the Lao-Tzu quote when I’m talking about the customer journey, I do think it’s relevant. So, in advance of IBM’s […]

Continue reading

Archive


Categories


The Influencer Impact on Instagram

I think we can all admit to spending endless amounts of time scrolling away during the workday – err, I mean on the weekends – following celebrities, friends, family, etc., on various social outlets. Social media, specifically Instagram, offers a highly refined search engine for whatever topic you may be interested in at that moment.  […]

Continue reading

Make Customer Experience Your True North

What do red plaid, 80s hair bands, and gravy-covered french fries have in common? If you live in Canada, the answer is obvious, it’s the rapidly growing phenomenon that is the franchise of Smoke’s Poutinerie. With over 100 locations opened throughout Canada in 6 years and new locations in the US, there is no stopping […]

Continue reading

How Are You Measuring Your Digital Customer Experience?

Having spent a lot of time in an airport as of late, I had the opportunity to dive into IBM’s newly released CMO study. I found one statistic extremely surprising: 63% of CMOs are prioritizing investment around delivering deeper, more relevant customer experiences this year. Ok, so maybe this wasn’t a surprise to me and […]

Continue reading

It’s Time for Radical Customer Centricity

For too long organizations have been paying lip service to customer centricity. Everyone knows it. But the old guard is getting old. Customers are no longer making every purchase decision merely on cost or ease of access, though many still are. Increasingly, purchase decisions are being made on whether a company is socially responsible, for […]

Continue reading

Driving Improved Engagements with Customer Experience (CX) Analytics

Data is a natural resource like crude oil. You must refine it to make it useful. Data can be made even more useful with analytics that provide actionable insights. Though data is all around us, its power is in how we use it to drive business outcomes and deliver positive customer experiences. Deeply understanding your […]

Continue reading

Paving the Way for Better Customer Journeys with Actionable Insights

Imagine if you will, a fictional company, CityCool. Back in September, CityCool launched their new flagship product, Sleekfit 2.0. The customer and editorial reviews were generally positive, and they are on track to meet their end-of -year revenue goals. With the holiday shopping season just ahead of them, CityCool hopes to gather insights about how, […]

Continue reading

Do You Trust Your Insurance Company?

Insurance might not be the oldest profession, but the idea does go back to ancient times. Some say that the concept of sharing risk began 5000 years ago when Chinese merchants started mixing their cargoes together to distribute each merchant’s goods across multiple ships. Of course, the downside was, if a ship went down, it […]

Continue reading

Are You Ready to Be a Searchandiser?

In the world of retail, Commerce has become a significant revenue source, delivery channel and marketing vehicle. One that not only replaced the old fashioned catalog and telesales models, but also provides integral value to the overall shopping experience. The Commerce channel, which includes desktop, mobile and even social presence, serves several important purposes. It […]

Continue reading

Reduce Fraud and Customer Disputes

Customers expect a great experience across all channels in your organization. Customer experience has become a key differentiator for many organizations. What happens when there is a customer dispute or when fraud occurs on your website? You need the tools necessary to determine if it is a legitimate customer challenge or fraudulent activity. When it […]

Continue reading

Increase Customer Lifetime Value and More by Understanding the Journeys Your Customers Travel

Today, I’ll discuss how the insight gained by a better understanding of the paths your customers travel as they interact with your brand can lead to significantly improved business results and, ultimately, higher customer lifetime value. This is the final installment in a three-part series covering the benefits of customer journey analysis, while also sharing […]

Continue reading