Customer experience (CX) strategy is no longer optional in today’s environment, but rather it is a must-have for companies to stay competitive in the age of the customer, in which empowered buyers demand a new level of customer obsession. Because of the importance to have a CX strategy that works, companies can use data analytics tools to drive competitive insights and improve overall strategic efforts. DHG’s Amit Arya and Saari Gardner discussed some important takeaways on the topic:
- Employee Experience Drive CX – The customer experience is defined by customer satisfaction, customer loyalty, growth and profitability, while employee experience is defined by employee satisfaction, training, development, resources, rewards and recognition. Evaluating your employee experience can provide great insight into CX and developing strategy.
- CX Trends to Expect in 2021 – At the forefront of CX trends includes a more virtual workforce and virtual events. As such, this will increase the need for a strategy around e-commerce, mobile and digital offerings. Safety and cleanliness measures will also play an important part of CX going into 2021, with regular sanitization becoming standard protocol. Some companies may even consider limiting or streamlining product options to focus on those most critical to meeting customer’s needs.
- Sentiment Analysis Contributes to CX – As opposed to traditional CX assessment techniques, sentiment analysis provides a deeper insight into causations versus correlations with unrestricted data input. Such insights as an alternative key performance indicator (KPI) can inform management of what is and isn’t working with a product or service by examining customer feedback. Insights can also help marketing departments study customer behavior in order to better develop outreach and targeting strategies.
You can read more in DHG’s articles on Sentiment Analysis, Developing Foresight from Alternative KPIs and Customer Experience Trends during the COVID-19 Pandemic or reach out to us at firstname.lastname@example.org.