Increasing Customer Loyalty

When applied to the most frequent customer journeys, quantitative and qualitative research methods, combined with user-centered design thinking, will deliver all the information and tools needed for each step of the process. This translates into improved customer service metrics, including reduced average handling time, increased first-caller response and higher customer satisfaction.

At the Core of Greatness

The key trend for companies today is being able to use data to anticipate customer needs across an entire journey. Once it's collected, the challenge becomes how to leverage the data into a design that promotes an effortless and comprehensive user experience, no matter the device or channel.

What makes a great customer experience? The successful formula combines desirability (users wanted it), feasibility (it can technically be built), and viability (people want to buy it) and the ability to scale.

Design Principle:

Bring to the user all the information and tools needed for each step of the process.

Much has been said about big data from the perspectives of science, technology and privacy. There has been less attention to how an enterprise leverages knowledge of customer data to anticipate the needs of customers.

Typically, qualitative insights such as speaking with customers or scanning chat transcripts and traffic logs for common bottlenecks have been used to help map out customer journeys. However, combining these with modern big data platforms can provide the material for redefining these journeys in an even more customer-centric fashion.

Anticipate Customer Journeys

When applied to the most frequent customer journeys, quantitative and qualitative research methods, combined with user-centered design thinking, will deliver all the information and tools needed for each step of the process. For enterprises, this translates into improved customer service metrics, including reduced average handling time, increased first-caller response and higher customer satisfaction.
When an enterprise thoughtfully productizes its data around anticipating customer needs at every touch point in a brand experience, then customer loyalty increases and the enterprise earns the chance at gaining customer trust in its brand.



Courtesy: http://www.ecommercetimes.com/story/Data-and-Design-Can-Drive-Customer-Loyalty-82333.html

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