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Customer Experience Archives | Quantzig

Tag: Customer Experience

marketing analytics solutions

How Marketing Analytics Solutions Help Revamp Brand Image?

Most companies tend to struggle when it comes to enhancing their engagements with potential audiences. This is because of their inability to turn available data into valuable insights for their customers. The inefficiency of businesses to gauge the effectiveness of their marketing campaigns limits their capability to deliver a consistent customer experience across all channels. This is where marketing analytics solutions can help. By leveraging marketing analytics solutions, businesses can respond to their customer queries and questions in real-time and improve customer engagements with the brand across all marketing platforms.

Talk to our analytics experts to know how they can help you reduce maverick spend on marketing campaigns, generate more qualified leads, and improve overall sales.

MARKETING ANALYTICS SOLUTIONS BENEFITSBenefits of Clickstream Data Analysis for Businesses 

Helps to turn data into valuable insights

With the help of marketing analytics solutions, companies can successfully evaluate the touchpoints that makeup customer journey. This can further help in understanding which marketing campaign is able to resonate well with the customers. By leveraging marketing analytics solutions, marketers can improve upselling and lead generation techniques that in turn can help in driving the growth of the business. Also, marketing analytics solutions can offer valuable insights to support digital spend decisions of businesses. Furthermore, companies can leverage marketing analytics solutions to analyze available data and assess the performance of their marketing efforts.

Our marketing analytics solutions help companies to integrate data across all marketing platforms and derive valuable insights. Request a FREE Brochure of our analytics solutions to gain in-depth insights into our portfolio of analytics solutions.

Offers better data visualization in real- time

Marketing analytics solutions offer better data visualization capabilities to businesses by allowing them to identify patterns and anomalies in real-time. With the help of advanced marketing analytics solutions, companies can create customized dashboards to suit their business needs that can help in goal accomplishments. Furthermore, marketing analytics solutions can aid in identifying important metrics such as traffic patterns and fallout rates. Real-time data analysis backed by marketing analytics solutions can help businesses to identify the best performing contents across marketing channels and monitor the effectiveness of their marketing campaigns. Such insights gained through improved data visualization techniques can help companies to improve business decisions and boost revenue growth..

Quantzig’s marketing analytics dashboards can help you optimize revenue, profit, customers or other metrics in the relevant area. Gain limited-time complimentary access to our analytics platform to know more.

Aids in analyzing customer journey across channels

Customers interact with brands across multiple marketing channels that offer the opportunity for businesses to target their potential customers. By leveraging marketing analytics solutions, businesses can identify the attributes and patterns shared by customers across all those channels in real-time. Also, marketing analytics solutions can help in analyzing website data, mobile activity, in-store purchases, and much more. Such insights can help in building customer personas to improve customer experience and identify new opportunities.

Improves brand story

Marketing analytics solutions help in strengthening the brand story and respond to customer behaviors and traits in real-time. Businesses can anticipate customers’ needs and can deliver a better experience at the right time by leveraging marketing analytics solutions. Also, it allows to understand and analyze activities on websites, detect unusual events, and measure how different marketing campaigns affect the customer journey. With such insights, brands can gain accurate insights on the ROI of their marketing efforts, understand the impact of changing their marketing strategies, and measure the effectiveness of various marketing channels.

Learn more about how our marketing analytics solutions can help you improve brand engagement and effectively manage your marketing mix strategies with multi-channel performance metrics.

Retail analytics

Retail Analytics Helped a Belgium Based Retail Company to Analyze Customer Behavior and Drive CX

The client is a multinational retail company, based out of Belgium, who was looking at leveraging retail analytics solutions to improve retail customer experience and drive loyalty.

The Business Challenge

The customers today are savvier, well-informed, and wield more purchasing power than ever before. Factors such as these have prompted retailers to improve customer experience by addressing key issues that suppress their ability to drive customer experiences across touchpoints. In such a scenario, retailers poised to stand out from the pack are those that can predict and analyze customer behavior and purchase patterns. From that viewpoint, it’s quite evident that retailers who leverage advanced retail analytics solutions are poised to gain an edge over the competing brands in their ability to use data to improve customer experiences.

Request a FREE proposal to learn how you can benefit by leveraging our retail analytics solutions.

With data being generated from diverse sources in the retail sector, businesses have started realizing the potential of retail analytics and its role in enhancing predictive capabilities to deliver better retail customer experiences. Similarly, owing to the data deluge the client faced challenges around customer experience management and several other long-term challenges that needed to be addressed to ensure process compliance and drive customer satisfaction. For the client, adopting a retail analytics-based approach to address issues around customer experience seemed quite challenging as they were unsure of where to start and which solutions to consider. This is when they approached Quantzig to leverage its retail analytics expertise and drive customer experience.

The challenges faced by the client included:

  • Lack of on-demand access to reports
  • High licensing and infrastructure costs associated with data visualization for quick decision making
  • Ineffective aggregation and processing of data from disparate sources such as marketing campaigns, mobile, and other customer touchpoints

Want more insights? Contact our retail analytics experts right away!

Solution Offered and Value Delivered

To help the client tackle their challenges, we adopted a two-phased approach that focused on generating real-time insights from large customer data sets. In the first phase, our retail analytics team adopted a comprehensive approach consisting of market surveys to build a retail data categorization model to analyze the overall business ecosystem. The use of detailed retail analytics survey reports and recommendations helped analyze the true potential of retail analytics. 

The devised retail data categorization model also offered recommendations on different spend levels and their ROI. The big win for the retailer, however, was reflected in their ability to enhance customer experience by automating key business functions. Moreover, the ability to improve data management and create a recurring data aggregation, analysis, and decision-making process empowered them to improve customer experience by a whopping 33%.

Request a FREE demo to learn more about the use cases of retail analytics.

retail analytics

 

 What is Retail Analytics? 

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customer acquisition

Four Pillars of a Robust Customer Acquisition Strategy

What is Customer Acquisition? 

Customer acquisition is a process to bring new customers down the marketing funnel from brand awareness to purchase decision. It encompasses the entire journey of a buyer, from the time they become a lead until they become a loyal customer. Businesses need to track and measure their customer acquisition efforts to stay ahead of their competitors. Businesses can do so by using metrics such as conversion rate, customer acquisition rate, rate of new customer acquisition and rate of visits to specific product pages. Keeping track of customer acquisition efforts can further help companies to understand the customer’s journey and identify how different touchpoints are impacting the customer’s purchase behavior. As a result, businesses can determine and capitalize on the right opportunities to improve profitability.

Quantzig’s data integration capabilities offers get end to end visibility into customer’s journey and devise effective acquisition strategies. Request a FREE proposal to gain in-depth insights into our portfolio of customer analytics services.

Four Pillars of a Robust Customer Acquisition Strategy

Pillar #1: Sustainability

Sustainability is very important for a acquisition strategy to be effective. Sustainable customer acquisition strategy can help establish your thought-leadership. Also, it can help businesses to succeed in the long-run and have an edge over the competitors.

Pillar #2: Flexibility

Today’s customers are digitally empowered and that is why their response to any brand changes frequently. Therefore, the acquisition strategy should be flexible to respond to market trends effectively and efficiently. Also, flexible customer acquisition strategy can help in offering better customer experience, improving brand image and driving customer loyalty.

Get in touch with our experts to know how they can guide you with advanced customer acquisition techniques to boost sales and profitability.

Pillar #3: Targeted Marketing

If your acquisition strategy doesn’t focus on targeting the right people, it can result in wastage of resources. Therefore, before investing in acquisition efforts, it is important to define who you’re targeting. A targeted customer acquisition strategy requires taking a step back and figuring out what’s best for your business and audience. This can further help in weeding out any unnecessary or wasted acquisition efforts and can channelize your investment in a way to derive a positive outcome.

Pillar #4: Diversification

Diversifying your acquisition strategy and using various acquisition methods can help you reach new audiences and generating new leads. Also, diversifying your customer acquisition strategy helps in striking the balance between risk and reward. This means if one channel begins to fail, it’s easier to reallocate funds to better-performing methods.

Our customer analytics solutions help businesses achieve far more accurate insights on customer preferences and help develop forward-looking perspectives. Request a FREE demo to know more.

Customer Experience Analytics

A Leading European Air Transport Services Provider Leverages Customer Experience Analytics to Improve Customer Experience by 2X | Customer Success Story

The client is a leading European airline company that provides air transportation services for both passengers and freight.

The Business Challenge

We live in a fast-changing world where the evolution of industries continues to accelerate owing to innumerable factors, the airline industry is no exception. With growing competitive pressures, airline industry players have now started facing the brunt in the form of declining profits and shrinking customer base. Though businesses in this sector have adopted several new strategies to bolster their bottom line, we believe its high-time they adopt a data-driven, strategic approach.

Focusing on improving customer experience through customer experience analytics can not only help airline companies build customer loyalty but will eventually witness a direct impact on profit margins. Also, with advanced technologies paving their way into the business world, businesses must consider leveraging advanced customer experience analytics to deliver personalized services and experiences to their customers.

Our client, an airline service provider faced similar challenges that curtailed their efforts to drive customer experiences and boost profitability. Though the client had deployed an in-house customer data warehouse which served as the foundation of their CRM program, they lacked the required analytics capabilities to sift through the datasets to extract meaningful insights. This is when they turned to Quantzig to leverage its customer experience analytics expertise to power their digital transformation efforts.

Customer experience analytics is crucial for businesses to succeed in today’s competitive business scenario.

Request a FREE proposal to learn how analytics is shaping customer experiences across industries. 

To tackle their challenges the client needed to-

  • Identify siloed customer data sets
  • Conduct a deep customer analytics maturity assessment
  • Formulate an analytics-powered strategy to improve customer experience & loyalty
  • Deploy and scale new customer analytics capabilities

Solution Offered and Value Delivered

Quantzig’s customer experience analytics experts adopted a comprehensive approach to helping the client resolve challenges surrounding customer experience management. The three-pronged approach revolved around conducting a process maturity assessment, building a new analytics platform, and scaling up delivery of new analytics capabilities across the CRM system. By helping them connect the customer data warehouse to personalized solutions, we also helped them interact with their customers at every digital touchpoint. Also, turning data to insights helped them optimize customer data and take customer support to the next level with advanced customer experience analytics.

Our portfolio of customer analytics solutions can help you tackle challenges surrounding customer experience management. Get in touch with our customer experience analytics experts today!

Quantzig’s customer experience analytics solutions helped the client to:

  • Develop a blueprint for deploying a customer experience analytics platform
  • Offer better customer experiences and improve operational efficiency
  • Improve customer experience by 2X

What is Customer Experience Analytics?

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customer satisfaction

Customer Satisfaction: Five Metrics to Track User Experience and Drive Loyalty

High customer satisfaction rates can take your brand places by helping you stay ahead of the curve. We’re sure you don’t want to miss out on this opportunity to learn how. Download the complete article for in-depth insights.

Business leaders across industries have started recognizing the advantages offered by superior customer experiences and the value that resides not only in what a company delivers for its end-users but the ways in which they deliver their offerings. Gone are the days where organizations once could differentiate themselves from their competitors by efficiency, uniqueness today increasingly relies on creating a seamless customer experience to enhance customer satisfaction and drive loyalty.

Want to gain detailed insights into our customer analytics solutions portfolio? Contact us.

Why is customer satisfaction important?

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customer satisfaction

Customer Satisfaction Engagement: Analyzing Customer Survey Data to Boost Customer Retention and Loyalty in the Retail Sector

The Business Challenge:

Today retail industry players across the globe are facing very low customer satisfaction levels and high attrition rates. The enormity of these challenges has grown due to the use of different communication channels that have become a standard business practice. With the proliferation of technology, customers today take no time in switching between channels and expect a consistent level of customer service across all platforms throughout their journey. As a result, the retail environment has evolved from a product-centric foundation to customer-centric foundation and therefore, customer satisfaction survey has become a pre-requisite for the success of companies in the retail sector.

The client, a leading retail company based out of Norway, faced several predicaments due to their inability to monitor and track customer journeys. Their operations are spread globally, with more than 15 stores located in Belgium, Germany, the Netherlands, Romania and the United States. The client faced various challenges starting with anticipating changing customer expectations and needs, dipping customer retention rates, and a decrease in customer loyalty towards the brand.

Customer satisfaction survey can help you enhance customer experience and loyalty. Want to know how? Get in touch with our experts.

The client approached Quantzig to leverage its expertise in offering customer analytics solutions to find answers to the following questions:

  • What problems did the customers face?
  • How do customers respond to their brand?
  • What makes their customers happy?
  • What actions do customers take after their first interaction with the brand?

We adopted a comprehensive approach to helping the client enhance their customer service levels and boost customer satisfaction scores across multiple touchpoints. 

SNAPSHOT

Solutions Offered and Value Delivered:

Quantzig’s customer analytics experts adopted a holistic approach that revolved around conducting and analyzing the data generated from customer surveys. This helped the client to proactively understand their own strengths and weaknesses from the customers’ perspective and address customer concerns. This boosted customer retention rates by 2x by analyzing customer feedback and reasons for churn.

Our customer analytics experts also created an interactive and customized dashboard to ensure that the client’s marketing and sales team gain better insights into the data generated by customer experience surveys. By leveraging Quantzig’s customer satisfaction survey analysis, the retailer gained a better understanding of its diverse customer segments. Additionally, the customer satisfaction survey helped them improve the customer satisfaction score by offering deeper insights into customer expectations and needs. Furthermore, this helped them customize their marketing initiatives to suit customer needs. As a result, customer loyalty has improved, and the client experienced a better market presence. Also, the ROI from their marketing campaigns improved significantly.

Our customer analytics solutions help companies to identify factors leading to customer churn and develop efficient strategies to boost customer retention. Request a FREE proposal now to know more about our portfolio of services.

The insights gained from this customer satisfaction engagement also enabled the client to:

  • Improve business performance by enhancing customer service in real-time
  • Manage customer expectations, boost consumption rate, and reduce the cost of support
  • Build a customer-focused attitude across different channels of the organization

Benefits of Customer Satisfaction Survey

There are several factors that contribute to the success or failure of any business and a customer survey is one of them. It is crucial for companies across industries to track the growing importance of customer satisfaction in order to boost customer loyalty and eventually turn them into brand ambassadors.  If you neglect your customers, don’t expect them to care about your offerings. The sooner businesses realize this, the better they can perform. Better customer service is always the key to win the hearts of your clients and make your brand recognizable within your target group. Here are a few important reasons why customer satisfaction surveys are important for businesses today:

Improves customer loyalty: Customer feedbacks can help companies understand what their customers like about them and what they don’t. If you know what keeps them coming back over and over again, you are closer to winning your customer’s loyalty.

Do your clients’ feel they’ve not received the desired customer service at some point of interaction? Put an end to it with our customer analytics solutions. Request a FREE demo right away.

Enhances customer service: Customer service can improve only when you are empathetic to what they say. Online customer satisfaction survey provides a medium to your customers where they get a chance to tell their side of the story out without being interrupted. This can further help you segment your customers into different categories based on their needs and expectations.

Improves communication strategies: Customer satisfaction survey offers an opportunity for companies to establish effective communication strategies with their customers. This can be done by carefully designing your survey.  Also, this can help you remind your customers of important changes in your organization.

Helps in spotting trends: The customer satisfaction survey is a very important tool to spot market trends. It can help you gain from the wisdom of the masses by asking them their ideas and analyzing patterns in their feedback. This can help companies to stay ahead of the curve.

Why Quantzig?

At Quantzig, we help businesses to understand their customers and devise effective customer retention strategies. Our analytics solutions help businesses in the precise prediction of customers’ buying behaviors and deliver relevant offers that attract rather than alienate customers. With the help of the best combination of analysts and consultants, we help our clients discover and build capabilities to drive competitive readiness and success.

customer segmentation

Customer Profiling: Frequently Asked Questions (FAQs)

What is Customer Profiling?

Customer profiling is the method of analyzing the characteristics of the ideal customer based on different attributes. Businesses use the tool of customer profiling to understand their potential customers and make better decisions. Customer profiling methods Revolve around grouping similar customer profiles based on their geography, demography, behavior and psychological characteristics. Customer profiling helps businesses to design customized campaigns for potential customers to improve their experience and boost loyalty. This also helps in enhancing marketing effectiveness and efficiency of a business. Psychological profiling of customers can help companies to identify the right prospects and offer them the required services to make them feel cared, engaged, and valued.

Are you finding it difficult to predict and analyze the behaviors of your customers? Customer analytics solutions can help. Get in touch with our experts right away!

Steps to Customer Profiling

Step #1. Understand your products and services

The most important step in creating an ideal customer profile is to have a proper and complete understanding of your own services, products, services, and organizational goals. It is essential for businesses to understand their customers and how they relate to the packaging and development of their products and services. The way your services and products are positioned to influence the type of consumers that use them and must be monitored accordingly. This also ensures that your services and products are of the highest value to your customers. This analysis also helps in understanding the change in the behavior of customers over a period of time. 

Step #2. Ask your customers for feedbacks

For accurate customer profiling, it is important to survey your audience regularly and get their feedback on your offerings. Also, the customer survey can help you assess their perception of your brand. Although it is very difficult to get your customers to take part in such surveys, it is not impossible to do so. Businesses can offer some incentives, for participation, to their customers in the form of discounts on their next purchase. Also, you should ensure the survey is enjoyable and not boring for the customers. 

Our customized analytics solutions help businesses to identify factors for customer churn and develop effective business strategies. Request a FREE proposal to know more about our portfolio of services.

Step #3. Identify the customer based on different attributes

Customer profiling helps in finding targeted customers. For this, businesses need to identify their customers at a deeper level by digging into their behavioral interests, psychological response, demography, geography, and much more.  The more is the information available about your customers, the more accurate you can be at winning your customers despite the intense competition in the marketplace. Businesses need to leverage customer analytics solutions to understand and profile their customers efficiently.

Step #4. Keep your customer profiles up to date

Consistency is the key! Only gathering required information about customers is not just enough for businesses to gain an edge over the competitors, they need to keep the information up to date as well. The customer profile template that you feed in your database should be the same for all customers so that updating information becomes easy and error free. To analyze areas like demographics, interests, behaviors and psychographics a customer profile template is considered ideal and necessary.

Request a FREE demo to know how our customer analytics solutions can help your business.

Why Customer Profiling is Important?

  • Customer profiling helps companies to focus their marketing efforts efficiently by understanding the context of consumption patterns and similar product association. Also, it helps them to understand the expectations of customers that can further help in serving customers with better products and services.
  • Customer profile helps businesses to communicate with the right people at the right time. This helps them to drive the desired results from sales and campaign. Also, this insight helps in nurturing the potential prospects through the buying process. Customer profiling is considered to be very important for businesses looking to boost their response rates.
  • Customer profiling helps in personalizing communications with customers By creating a customer profile, companies can easily understand high-potential customers. This further helps in reaching them with customized campaigns and messages.
  • Customer profiling can also help businesses to improve customer acquisition. It can not only help them identify their potential customers but also offers insights into customer segments with similar characteristics. Such prospects will always have a higher propensity to show interest in your product or service offerings.

Customer Profile Template 

#1. Broad Description of One of Your Ideal Buyers

  • Buyers’ persona
  • Demographic details
  • Web purchase behavior
  • Product preferences
  • Preference for communication

#2. Identify their end-goal wants & needs

  • What are the offerings (services and products) that your clients really care about?

#3. Identify where your customer frequents

  • What sites do they prefer?
  • What search terms do they use?
customer profiling

Customer Churn Analysis: The Key to Boost Customer Retention Rates for Businesses

customer churn analysis

Companies across industries spend most of their resources, time, and efforts on customer acquisition, despite knowing the fact that the cost of retaining an existing customer is much lower than acquiring a new one. Therefore, customer retention should be the top priority for companies. Also, for companies analyzing factors responsible for customer churn and estimating the risk associated with individual customers are both important components that help in devising a data-driven customer retention strategy. Customer churn analysis acts as a key to bring these elements together and offers insights that drive smart decision making across an organization. 

Banks, telecom companies, insurance firms, and energy services companies, are some of the businesses that often use customer churn analysis as one of their key business strategies. With the rise of businesses based on recurring revenue models, customer churn has become an important business metric for almost all companies.

Are you finding it difficult to build a predictive customer churn model? Churn analytics solutions may hold the key to success. Get in touch with our experts to know more.

Here are a few important reasons that make customer churn analysis important:

  • Customer churn analysis prevents revenue loss by saving extra costs in marketing and re-acquisition
  • The probability of selling to an existing customer is a lot higher than to a new prospect
  • Measuring the customer churn rate helps in calculating the customer lifetime value
  • Customer churn analysis helps in measuring the company’s health and long-term prospects
  • Customer churn analysis examines the rate of improvement in customer retention
  • Helps to identify customers segments that are best suited for your products or services

Steps to Enhance Your Approach To Customer Churn Analysis

Step #1: Calculate basic churn rate

The first step in customer churn analysis is to calculate the customer churn rate. There are several ways to calculate the churn rate. Customer analytics tools can help in calculating churn rate directly in real-time. This calculation not only helps in getting the quantitative metric of churn rate but can actually visualize it through the customer journey, understanding precisely the factors that lead to customer churn. Churn rate can be analyzed properly by understanding churn, which is of three types short-term, mid-term, and long-term. This duration is nothing, but the time period customers have been active before they decide to discontinue and cancel the service. To keep your customers engaged for the long-term, you need to reinforce the core value of your product or service consistently.

Customer acquisition management is a daunting task for companies. But our customer analytics solutions can help. Request a FREE proposal to know more about our portfolio of services.

 Step #2: Identify at-risk customers to reduce churn

Prevention is always better than cure, don’t you agree? Some customer segments, and more importantly, some customer behaviours predict churn more clearly than others. Customer churn analysis helps to identify these behaviours efficiently in real-time. This further helps in adopting measures to make these at-risk customers stay. Companies are leveraging customer analytics solutions like customer churn analysis that helps them enhance their ability to identify at-risk customers and thereby reduce customer churn rate. Additionally, customer churn analysis offers a data-driven understanding of customer preferences and helps to find the best way to reduce friction in specific situations. Furthermore, this can help companies to easily prioritize opportunities for improvement.

 Step #3: Focus on the entire customer journey

Customer churn analysis can provide optimum results only when the complete customer journey and experience have been analyzed well. Different customers have different experiences and customer analytics solutions can help you visualize each of them, the various touchpoints encountered, and the actions that are taken from there. If you do not analyze the entire customer journey and only focus on the last interaction, it can result in deriving inaccurate and misleading conclusions which will do nothing to stem the tide of leaving customers. Customer churn analysis can pinpoint the drivers of customer satisfaction in a way that traditional analytics solutions cannot. By analyzing and quantifying what matters most to customers, companies can consistently provide better customer experience and measure their impact on customer churn rate.

Our customized analytics dashboards help companies to devise better customer acquisition strategies. Request a FREE demo below to gain better insights.

Step #4: Discover your most profitable customers and focus on retaining  them

All customers are not equal, and while you may want to retain all, resources are not unlimited. So, you need to shift your focus on the most profitable ones first. Customer analytics solution plays a big role in this endeavour by providing a quantitative and detailed picture of the entire customer journey. It helps in customer churn analysis by interpreting how customers interacted with the product and the problems they faced at every step along the journey. Using customer churn models, companies can group their customers into segments defined by a readiness to leave, profitability, and their response to offers. This can further help in reducing customer churn rate significantly.

 Step #5: Engage with your customers at optimal times

Companies have the tendency to communicate with customers when they either want to upsell or when the customer is breathing fire. But for better customer churn analysis, companies can use several other techniques as suggested below to proactively and consistently interact with their customers:

  • Satisfaction survey – Companies can conduct short, open-ended customer surveys which let customers voice their opinions in a convenient and easy manner.
  • Social media – Customers spend most of their time on social channels. So, companies can use different social media channels to analyze their opinion and response to their product and brands.
  • Feedback bar – Companies can incorporate a feedback bar into products and mobile apps, so that it becomes easy for customers to ask questions, comment on product’s features and give their feedback.
Customer Experience Analytics

Customer Experience Analytics in the Telecom Sector: Why it Matters?

Business Challenge

Today, telecommunications service providers across the globe are facing very low customer satisfaction levels and high attrition rates. The magnitude of these challenges have increased as the use of multiple communication channels has become a standard business practice. Owing to the proliferation of technology, customers today are accustomed to switching between channels and expect a personal and consistent level of service throughout their journey. Customers can use human touchpoints, such as kiosks, online customer support services, or use self-service touchpoints such as interactive voice response (IVR), and applications. This expectation requires your organization to adopt a more holistic, customer-centric approach to meet their demands and streamline business processes.

The client, a well-established telecom service provider based out of the United States, faced several such predicaments due to their inability to track and monitor customer journeys. The company owns several brands and supports its customers with more than 30 contact centers and 30,000 agents worldwide. The client faced many challenges, starting with very low first call resolution (FCR), very high transfer rates, low digital channel containment, and very low IVR containment, which caused high dissatisfaction and attrition rate. These low key performance indicators were a direct result of the lack of visibility to the complete customer journey, encompassing all touchpoints.

Customer experience analytics can help you enhance customer experience and improve brand affinity. Request a FREE demo for detailed insights.

The client was looking at leveraging customer experience analytics to understand the comprehensive multichannel journey of its customers. Through this engagement they also wanted to find answers to the following questions related to customer experience journey:

  • How many channels are your customers using?
  • How many customers contacted you through a single channel?
  • How many customer journeys are there in a month?

The client chose to leverage Quantzig’s customer experience analytics solutions to address these challenges and bring about considerable changes by effectively tracking customer experience metrics. We adopted a comprehensive approach to helping the client improve the customer engagement process across multiple touchpoints.

Unravel the benefits of offering the ultimate customer experience with customer experience analytics

Request a FREE Proposal today! 

Solutions Offered and Value Delivered

Quantzig’s customer experience analytics experts adopted a holistic approach that revolved around the application of progressive customer experience analytics to the client’s considerable database of transactional, behavioral, product, and demographic data. This helped the client to proactively address customer concerns and reduce customer churn by analyzing customer journeys and identifying reasons for customer churn.

Our customer experience analytics experts also created an interactive dashboard to ensure that the client’s sales and marketing teams have easy access to the insights generated from customer journeys. The client now has a better understanding of its diverse customer segments. In addition, the devised customer experience management framework helped them improve customer targeting by offering deeper insights into the impact of their offerings. This has enabled the creation of a new customer experience strategy that aims at customizing their marketing initiatives to suit the needs of their customers. As a result, market penetration and presence have expanded and the client predicts a better return on investment from their marketing campaigns.

Do your client’s feel they’ve been let down at some point of interaction with your brand? Put an end to this with our customer experience analytics solutions.

Get in touch with our customer experience analytics experts now!

The insights obtained from this customer experience analytics engagement also enabled the client to:

  • Understand customers through real-time analytics
  • Increase average revenue per user (ARPU)
  • Enhance customer service and manage customer expectations to keep consumption high and cost of support low

How do you improve customer experience?

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