Last updated on September 14th, 2022 at 09:53 pm
Keeping track of what your business is doing & how well it's doing it will give you the keys to improve customer experience.
Loyal customers are one of the most significant assets to any company. Without their loyalty to your brand, it’s likely your business growth is slowing. To keep customers engaged with your business, you must provide an exceptional customer experience.
Enhancing your customer experience should be an ongoing project in your business. One of the best ways to enhance the customer experience is to leverage the information you collect through data analytics. After all, effective data analysis could be the difference between a business that lasts and one that doesn’t.
Why Data Analytics is Important When it Comes to Your Customer
Your customer relationships mean everything to your business’ success, and retaining customers for the long term is going to be what makes or breaks your endeavors. Because of that, nurturing your visitors into loyal customers should be intentional and an ongoing effort. You should also prioritize growing your relationships with existing customers to ensure you’re paying attention to your entire customer base.
Data analytics is essential when it comes to your customers because it helps you understand who they are, what they do, and how best to connect with them. When you collect accurate data on your customers, you can make changes in your business that positively impact your customer’s experience with your brand. And if you’re not sure where to even start with the data you’ve successfully collected, you might consider investing in a degree in business analytics, in order to ensure you’re well versed in all things related to the data necessary for a successful business.
Three Ways Data Analytics Can Improve Your Customer Experience
You must collect data on your customers to improve their experience continuously. When you know how your customers are approaching customer service, you can make changes to your platform to resolve issues faster. When you know which pages on your website are least visited by your customers, you can revamp your design to catch their eye and keep them engaged.
Collecting customer data, analyzing it, and implementing new strategies based on what you learn from that data is vital to successfully improving your customer experience. Here are three ways data analytics can improve your customer experience.
1. A Seamless Customer Service Experience
A considerable part of your customer’s experience with your brand lies in customer service interactions. If consumers have a terrible time resolving order issues or expressing concerns about your site, they probably won’t be back. Data analytics can identify opportunities to improve your customer service process.
For example, you can start by gathering information on your website’s most common online ordering errors and begin correcting them one by one. You can also identify how customers communicate their customer service issues and ensure your tactics include their preferred communication methods.
2. Improve Your Website
35% of manufacturers report that missing, incorrect, broken, or other errors in orders are mostly due to working with unreliable e-commerce platforms. For example, when your website isn’t set up to update information in real-time, like when items are low or out-of-stock, you risk losing customers because you’ll have to inform them after the fact that the item they ordered isn’t available.
To mitigate issues like these, begin by collecting data on your website experience, both as the owner, the webmaster, as well as a customer. Look for gaps in browser security and update your protection strategies. From there, look for opportunities to revamp content and make it more valuable to visitors on pages with low engagement, and also search for ways to improve the all-around purchasing experience. Analyze how well your checkout process works and see where you can make it faster or more efficient, as well as where bugs and other errors might be hiding.
One of the fastest ways to build a relationship with potential customers, on top of maintaining a relationship with current customers, is to continuously address their pain points and offer solutions through your products/services. You should use data analytics to pinpoint current and potential challenges for your customer. Improve their experience with your business by creating solutions for their pain points through innovative products and services.
3. Better Marketing Messaging
Attracting quality leads and turning them into customers is dependent on the effectiveness of your marketing efforts. Good marketing delivers the right message at the right time for your current and potential customers.
The way you market to your target audience influences their experience. If you’re constantly bombarding them with irrelevant content that’s solely focused on getting a sale, they’ll likely unsubscribe from your email list or mark you as spam.
You should be collecting data on how well your marketing efforts are resonating with your customers as well, specifically the messaging you use and the content you’re creating. Identify the marketing messaging that’s working, and then focus on updating the content that visitors aren’t engaging with to mirror the structure of the content that is working.
Your customers mean so much to the success of your business. Prioritizing customer experience and focusing on customer retention for the long term will ensure your business has the best chance of longevity and growth. Data analytics can improve your customer experience by bettering your website experience and marketing messaging. Data analytics can also help you create a seamless customer service system and provide solutions to your customers’ unique challenges.
Indiana Lee is a writer and journalist from the Pacific Northwest with a passion for covering workplace issues, social justice, environmental protection, and more. In her off time you can find her in the mountains with her two dogs. You can follow her work on Contently, or reach her at [email protected] or on Twitter @indianalee3