Enhanced CX with the Web and Social Media Analytics

May 26, 2017

Benefits of Social Media Analytics

Customer experience (CX) is the new buzz word. And it has every reason to be so. Apparently, organizations across the globe have realized the strong position customers hold in their growth, and thus no stone is left unturned to reach out to them in the best manner possible.

CX: Are you and your customer on the same page?

According to an article in the Harvard Business Review, CX is not just about the moments when the customer interacts with you. Rather it is a collective impact your organization creates on the consumer throughout multiple touchpoints, over a period of time. Thus, CX is way deeper than you thought.

Often organizations make the mistake of thinking that a high-quality product at the best possible price is enough to gain customer loyalty. These two aspects no doubt are critical, but as mentioned above, just these two elements are not sufficient for a good CX.

After a good amount of research and analysis, our analysts found out that to be on the same page as your customers, you need to-

  1. Pay attention to the individual customer, because each one counts
  2. Make your product stand out of the crowd
  3. Add a speck of creativity in every solution provided by you
  4. Bring in charisma to your business through personal commitment

Get in touch with our experts to know more about advanced analytics.

Dish out exceptional CX with the web and social media analytics

The greatest advantage of social media is that you get real-time interactive feedback. This gives a clear-cut direction on the areas which call for your attention. The web and social media analytics are a storehouse of incredible information on the opinions, perceptions, and preferences of your customers. Social media, in fact, provides great freedom to the customers to voice out their opinion about the product as well as their overall experience with the brand.

By building a pool of information, and deciphering its complex implications, web analytics helps you get a realistic picture on how your end-users perceive your products and services. Text mining, opinion mining, and sentiment analysis are some of the many tools through which you can work towards honing your marketing strategies and enhancing the overall CX. Usually, these consumer insights are in the form of customer demographics, geographical location, and household type. These filters bring out the picture on who your marketing team should be targeting for better conversions and brand building.

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