Beyond Philosophy

SEPTEMBER 25, 2017

The concept of a customer’s journey is nothing new – we have been offering journey mapping in our customer experience consultancy for years. And linking data points throughout a journey is a step in the right direction. But I have a big problem with Big Data. Have you used Big Data in your business?

Big data 284

Big data Journey mapping Consulting Consulting 284

Beyond Philosophy

JANUARY 23, 2017

So, for example, if you took a Zumba class yesterday, you might like yoga today. It can sound a little creepy and Big Brother-ish, but this proactive approach is very important when it comes to building a great customer experience. But customers are not rational! Ignore this at Your Peril: How Customers Decide.

Technology 344

Technology Big data Customer emotions Consulting 344

Beyond Philosophy

AUGUST 15, 2019

Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. Some examples are Net Promoter Score ® (NPS) or Customer Satisfaction surveys.

Metrics 312

Metrics Finance Surveys Consulting 312

Beyond Philosophy

NOVEMBER 19, 2020

These frameworks would feature shining examples of these concepts at work to help convert the non-believers. These clues affect our emotions, shape our attitudes, and guide our actions. He says we need to begin to understand customer emotions and what stimulates them.

Customer Experience 334

Customer Experience Customer emotions Customer centricity Consulting 334

Beyond Philosophy

JUNE 11, 2015

However, like the hype around big data, enthusiasm for gamification has somewhat plateaued, and has needed to be rethought, especially regarding how it can drive more brand bonding and positive financial results. This example is consistent with some overall gamification trends.

Gamification 265

Gamification Big data Personalization Feedback 265

VocalCom

AUGUST 26, 2019

Big data has been a buzzword in the customer service industry for some time now. As every brand knows, all data—big and small—can be applied in some manner to drive sales and improve customer service. After all, understanding your customers’ habits is key to knowing how to satisfy them. Web analytics.

Big data 48

Big data Customer Experience Abandon rate Contact center software 48

VocalCom

AUGUST 7, 2017

Through close examination across channels, brands may use such valuable information to create richer customer experiences. Here are five ways big data can be used to improve the customer experience. Metrics can say a lot about the experiences your customers are having. Streamline service and save customers time.

Big data 48

Big data Customer Experience Average Handle Time Abandon rate 48