There are terabytes of data floating around on the worldwide web. If you track your business data, then you’re well aware that there is a plethora of information available, but how can you use it to optimize your customer experience (UX)? How do you determine which data to use and how to make most of your data analytics tools? There are a few simple solutions.
Simplify Your Data
This comes down to using the right CX datasets. Rather than intricately segmenting your datasets, divide it based on the following questions:
Are we attracting the kind of customers we want? Are we converting these customers? Are we continually trying to optimize our customer user experience?
You can get to the bottom of these questions by segmenting your data according to the following criteria:
1. Net promoter score: the rate or percentage at which current or previous customers recommend your store.
2. Level of satisfaction: how many customers are satisfied with your products and customer service.
3. Response and call-time: how timely and responsive you are to customer questions and concerns.
4. Customer effort score: measurement of how much effort your customer has had to put into the checking-out process such as entering extraneous information or going through several hoops to purchase a product.
Don’t Forget The Churn Rate
The churn rate is the percentage at which you lose customers. Harness your data to find out what your average churn rate is and what could be contributing to that. Questions to ask yourself include:
- At which point do I lose customers?
- At which point do I gain customers?
- What can I do to simplify my customers’ shopping experience?
Determining when customers leave is key to understanding why they leave in the first place.
Personalize UX With Data
Personalization is key to making your customers feel like they’re valued. You can find out what your customers like by seeing keeping track of their purchase history and then using email campaigns to market products that are specific to their interests. However, be careful when doing personalized marketing. It would be better to put a generic email than use a personalized email that messes up their name for example.
Personalization can also be used for mobile selling. This especially rings true for your shoppers who primarily use their mobile devices. Consider sending texts when there are sales, especially on their favorite products. Even for shoppers who don’t always use their mobiles, texts are generally more short and to the point than emails, so customers are less likely to be bothered by them. Don’t forget to put a link in-text so that customers can easily access your website.
Optimizing your UX through harnessing your data is very possible if you simplify the process and make sure to keep your customers first. Always be on high alert when it comes to your customers. Be prepared to meet their demands on-demand so they know they can count on you. This means having not only a ready-to-go company, but a quickly responsive team as well.