Providing an exceptional customer experience consistently is hard. Measuring customer experience and tying it to tangible business outcomes is harder still. This post discusses which customer experience metrics to use and how to improve them to quantify, monitor and enhance your customer experience by taking a journey-driven approach.
Learn how the most successful modern companies leverage customer behavior data and analytics to drive customer acquisition, retention and growth—and why you should too.
Expressing customer behaviors in SQL or other query languages is awkward, difficult to debug, and challenging to communicate and document. 'Thinking in journeys' is a new analytics approach built around customer behavior that fundamentally changes the way you'll think about customer analytics.
This post takes a detailed look at the importance of churn, the different types of churn, reviews different ways to calculate customer and revenue churn and, most importantly, discusses new ways to reduce churn using journey analytics.
Customer journey analytics is a lot more than a software solution—it is a whole new approach to marketing and customer experience. To do it right means to become customer-obsessed and not just customer-focused. This blog post will help define the 8 most important factors to include in your evaluation when selecting a customer journey analytics platform.
Customer journey analytics platforms are a great, even necessary, addition to your marketing technology stack across both B2C and B2B companies. From segmentation, targeting and journey discovery to customer behavior monitoring and engagement, customer journey analytics tools enhance marketing campaigns every step of the way and deliver more value from your martech stack.
A large majority of companies still see each device and each interaction as a separate customer, fracturing the customer journey into disparate fragments. This post explains why optimizing omnichannel customer journeys is critically important, the constraints in doing so, and how customer journey analytics can help.
Traditional marketing analytics tools are not up to delivering the real-time, robust results CMOs demand today in order to be truly responsive to customer needs. This post explains why traditional marketing analytics tools often fail in a world where the volume, velocity and variability of data has dramatically transformed and what do do about it.
To deliver on their promise, journey maps need to evolve beyond a fuzzy, static snapshot of customer experience and become measurable and dynamic. Here are 5 ways you can use customer journey analytics to make your journey maps measurable by turning them into dynamic visualizations of your customers’ real-time behavior and its impact on the KPIs your business is measured by.
The debate on the importance of customer experience is over. Nevertheless, CX leaders are finding it difficult to make the quantitative link between customer behavior and business outcomes, so they can move beyond relying on gut feel and qualitative data to prioritize decisions. In this post, I’ll describe how customer journey analytics can help you improve customer experience and make it actionable by directly tying customer experiences to hard metrics like revenue and profitability.