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By analyzing millions of data points in real time

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发表于 2024-3-13 11:30:00 | 显示全部楼层 |阅读模式

You can uncover the most important customer journeys and prioritize those opportunities that significantly impact business objectives, such as increasing revenue, reducing churn, and improving experience. Maximizing satisfaction with customer journeys not only increases satisfaction itself, but also increases revenue and reduces service costs. Experience is everywhere from marketing to customer service to the boardroom, it is now generally recognized that personalized, efficient and engaging customer experience drives customer acquisition, brand loyalty and customer lifetime value . According to forrester research “a better customer experience actually correlates with higher revenue growth.” cx drives three types of customer loyalty: retention, enrichment, and advocacy. Increased customer loyalty in turn tends to drive higher revenue growth. The focus has shifted to developing a unified view of the customer as they interact with your brand and personalize their experience across channels, locations, and always in the moment.

To achieve this unified customer experience, customer analytics must evolve from retrospective reporting to real-time behavior-based engagement. Customer journey analysis is the means to enable this transformation. Why is customer journey analysis different from journey mapping? Customer journey mapping has been growing in popularity in recent years, not only with customer experience professionals, but also in marketing, customer service, user Netherlands Mobile Number List experience (ux), product management, and it. A customer journey map is basically a visual illustration of the steps of a customer journey. The process of creating a journey map is discussed in detail in many posts, including one by neil davey called how to create a customer journey map. Although they share a common goal, analytics and customer journey mapping take very different approaches.




More importantly, the results also differ in five very distinct ways: data driven images without data are just stories. Data is what makes the image come to life. The key difference between customer journey mapping and customer journey analysis is that the latter relies on hard data (millions or even billions of individual interactions) rather than the subjective interpretation of interviews or observations of a small number of 'representative' clients. Comprehensive journey mapping exercises tend to simplify the infinite variety of customer journeys and reduce them to a single representative journey. In contrast, customer journey analysis reveals the wide variety of paths that real customers actually take across channels, and identifies the most important ones. To scale many organizations employ journey mapping to successfully create some high-level macro journeys. But, it is extremely time-consuming to use journey mapping techniques to develop and visualize all the detailed steps that make up specific parts of the overall journey (a micro-journey).


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