How nice would it be to receive a handwritten note from a company from which you made a purchase? It’s a marketing tactic that elevates an otherwise regular shopping event to a personable experience.
A good marketing company will tell you that if you can retain your customer base, your profits will increase. According to a study conducted by Bain & Company in conjunction with Earl Sasser of Harvard Business School, when you increase customer retention by 5%, your profits can increase by 25% to 95%.
How do you know what’s working with your customer service and marketing strategies?
Conducting a customer experience analysis which includes monitoring customer sentiment using studies and assessments can help. Keep reading to learn three tips on conducting this type of analysis to enhance the customer experience.
What Is Customer Experience Analysis?
Customer experience analysis is a strategy that looks at customer interactions with your brand. How did the customer connect with the brand based on direct interactions?
These interactions can include customer service calls, targeted ads, marketing emails, online reviews, or ratings. Analyze the interactions and come up with strategies to improve the customer experience.
3 Tips to Get It Right
Let’s look at three tips to help you identify how you can improve interactions with existing or potential customers.
Begin By Analyzing Your Website
The customer experience most often begins with your website. Is your website optimized to make a great first impression? If not, it should be. It sets the tone for the rest of the customer experience.
A website analysis can give you some insight into whether all the moving parts are working as they should. Are the pages loading promptly? Are there any errors?
Gather Data on Customer Journey Points
Look at the key places or touch points of the customer’s journey. Examples include new customer sign-ups, customer service calls, cart abandonment, and interactions with the live chat or chatbot feature.
Once you gather this data, look at online reviews, send out feedback surveys, and monitor customer satisfaction metrics to get a feel for what went wrong or right for the customer.
This type of feedback will give you insight and the ability to pinpoint the exact problems or successes.
Take Action Based on Insights
Once you’ve gathered all the data and insight, it’s time to make the necessary changes and improvements. All the analysis should help you understand how your customers think and feel.
Take that information to develop your action plan to improve the customer experience.
Conducting a Customer Experience Analysis
When you’re providing full-service marketing, you must include a customer experience analysis to check the effectiveness of your marketing strategies. It’s beneficial to look at things from the eyes of your customer and get their point of view.
If you’ve decided it’s time to take control of your customer experience analysis efforts to amp up your customer experience in 2024, we at CommCore Marketing can help. We are a full-service marketing team specializing in social media marketing, strategic planning, and more.
Contact us today. We look forward to working with you.
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