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Quantitative Data of Customers for CX
The aim of the quantitative data game is to understand the process of decision-making of customers as they interact with your company. What led them to discover your business? Which channel drives the most conversions? Various channel-specific tools are available throughout the customer lifecycle and should be tailored to measuring your marketing goals and & customer experience strategy.
Where to begin collecting quantitative data:
- Web Analytics Tools like Google Analytics
- Website cookies/mouse-tracking heatmaps on landing pages.
- Tracking pixels in emails/newsletters
- Recording historical purchase transactions
- Recording historical customer support communication
- Social media activities
Real-Time Customer Behaviour:
To better understand your customers, you need to get greater insight into how they actually behave. Surveys are fine and generalizations drawn from basic demography are still important, but brands today need to collect as much data as possible on the way that customers are behaving in real-time. How long are they staying on your site? What links are they clicking on? What triggers them to share your content on social media? What are they uploading or downloading? What is the time when they are usually online? The holy grail that Data seeks to discover in industries of all shapes and sizes is needed anticipation. The businesses that are ahead today are the ones that can harvest, blend and analyze real-time customer data to recognize patterns and predict customer needs before they are even aware of them themselves.
Data is changing the ways in which businesses interact with customers, but you can leverage it more to not only improve your customer experience but also your business as a whole. By building a better customer experience, you can make your business leaner, smarter and faster, and better able to adapt and survive in a changing environment and customer behavior.
For more such updates, check Out recent Martech Cube blogs.
https://www.martechcube.com/the-art-of-collecting-the-right-data-for-your-customer-experience/
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