Customer focus and analytics
Posted: Mon Jan 06, 2025 4:16 am
Without real knowledge of the needs, characteristics and true motivation of the audience, there is a risk of building the customer experience around your own beliefs or spying on a competitor and repeating their mistakes. A customer who orders groceries home on a Saturday night while lying on the couch and a customer who orders them hungry on the subway on the way home from work are two different portraits, and they require different approaches.
Analytics helps to form a clear understanding of reality and draw informed conclusions. If peak activity in the application occurs in the morning and evening hours, then you need to add a dark theme to make it easier on the eyes. And after a while, you can collect feedback from users and find out how correct the hypothesis was.
Update
It is impossible to build the best customer experience belgium phone number lead system once and stop there. New technologies appear, competitors change strategies, consumer behavior trends come and go. Kodak produced excellent film, but it ceased to be in demand with the advent of digital technology and was forced to declare bankruptcy. Therefore, it is always necessary to make an adjustment for the surrounding reality.
Influencing factors
There are a number of ways a brand can enhance the customer experience.
Positioning . The colors of the logo, the tone of voice of the advertising campaign, the mission and values - all this affects the audience's perception. This includes the company's reputation and the development of negative cases in the public sphere.
Recognizability . Furniture from IKEA, a burger from McDonald's or an apple on the outer panel of a gadget speak for themselves.
Quality of the product or service . The client is interested in a guaranteed result. He can buy new versions of the iPhone for years, but he will not order headphones a second time that broke after a few months.
Service level . 24/7 technical support, free and fast delivery, easy returns, loyalty programs and eco-friendly sales have become the new norm.
Easy and fast access . The client is used to solving queries easily and quickly. If technical support does not respond to a message within a few hours, he is likely to go to a competitor.
Customization, personalization, individual approach . Interface theme, sounds, notifications, recommendation system and tips help the user to customize the interaction for themselves and get the experience that best suits the request at the moment.
Seamless experience between online and offline . A clothing brand creates a mobile app. The user places an order in the app and comes to pick it up at the nearest store. Both win: the brand gets more touchpoints with the customer, and the customer doesn’t waste time searching for clothes in the store.
All points can be divided into those that are directly related to the product: quality, service, availability, and those that are indirectly related: positioning and recognition. In conditions of limited resources, it is necessary to choose a compromise so that it does not turn out that loud positioning has outstripped the quality of the product and the audience feels disappointed and deceived. At each stage of development, the business decides what is more important now and where it is better to invest resources, and what can be neglected for now in order to maintain balance.
Analytics helps to form a clear understanding of reality and draw informed conclusions. If peak activity in the application occurs in the morning and evening hours, then you need to add a dark theme to make it easier on the eyes. And after a while, you can collect feedback from users and find out how correct the hypothesis was.
Update
It is impossible to build the best customer experience belgium phone number lead system once and stop there. New technologies appear, competitors change strategies, consumer behavior trends come and go. Kodak produced excellent film, but it ceased to be in demand with the advent of digital technology and was forced to declare bankruptcy. Therefore, it is always necessary to make an adjustment for the surrounding reality.
Influencing factors
There are a number of ways a brand can enhance the customer experience.
Positioning . The colors of the logo, the tone of voice of the advertising campaign, the mission and values - all this affects the audience's perception. This includes the company's reputation and the development of negative cases in the public sphere.
Recognizability . Furniture from IKEA, a burger from McDonald's or an apple on the outer panel of a gadget speak for themselves.
Quality of the product or service . The client is interested in a guaranteed result. He can buy new versions of the iPhone for years, but he will not order headphones a second time that broke after a few months.
Service level . 24/7 technical support, free and fast delivery, easy returns, loyalty programs and eco-friendly sales have become the new norm.
Easy and fast access . The client is used to solving queries easily and quickly. If technical support does not respond to a message within a few hours, he is likely to go to a competitor.
Customization, personalization, individual approach . Interface theme, sounds, notifications, recommendation system and tips help the user to customize the interaction for themselves and get the experience that best suits the request at the moment.
Seamless experience between online and offline . A clothing brand creates a mobile app. The user places an order in the app and comes to pick it up at the nearest store. Both win: the brand gets more touchpoints with the customer, and the customer doesn’t waste time searching for clothes in the store.
All points can be divided into those that are directly related to the product: quality, service, availability, and those that are indirectly related: positioning and recognition. In conditions of limited resources, it is necessary to choose a compromise so that it does not turn out that loud positioning has outstripped the quality of the product and the audience feels disappointed and deceived. At each stage of development, the business decides what is more important now and where it is better to invest resources, and what can be neglected for now in order to maintain balance.