In This Guide
Learn more about:
- The Connection between Customer Experience and Value
- Making and Keeping a Brand Promise
- Understanding the Customer Journey
- Monitoring Word of Mouth
- Obtaining a Single Customer View
Read the Best Practice Guide to Uncover How To:
Tie Investments in Customer Experience to Brand Value
Any changes or adjustments in how customer experience is delivered must be directly related to a desired, measurable outcome and target a specific customer or persona in order to deliver a return on investment.
Successfully Map the Customer Journey
The customer journey is no longer simply an aspect of marketing. Each touchpoint on each step of the modern customer journey should exist to help rather than hinder the customer in achieving an objective. As such, defining, maintaining and optimizing the customer journey is now an enterprise-wide responsibility.
Use Voice of the Customer (VOC) Analytics
VOC analytics reveals the motivating factors that shape customer behavior. It gives organizations a data-driven big-picture view of their customer experience and, more importantly, provides it from the customer’s perspective.
Personalize the Customer Experience
The correct application of customer experience analytics can provide sufficient data and insight to start predicting customer behavior and expectations. And when analytics become predictive, it’s possible to proactively meet customer needs.