Customer experience analytics provide a platform through which business owners observe client engagement with their e-commerce sites.
It is important to understand what your customers want and need. Here’s a fact; did you know that the modern customer actually does personal research prior to making a purchase? Where do they do their research from? Well, not some library of course. Online research.
Customers definitely search for more information before buying a product. They focus on multiple aspects, including product ratings, the number of purchases made, and buyer reviews (especially those impactful negative reviews). This research tends to build their confidence on a specific product, therefore speeding up conversion.
With the help of customer experience analytics sellers are able to monitor and maintain a track record of how buyers react to various cues, keywords that lead them to specific products and the reasons why they fail or make purchases.
What makes Customer experience analytics superior?
Customer satisfaction analysis
When multiple customers complete purchases from your website, it is evident that your calls to action are effective. However, this is just the first phase. Customer experience analytics employs satisfaction analysis that helps to determine whether buyers are bound to return or make additional purchases in the near future.
This can be achieved by adopting brief surveys at the very end or giving away freebies to each survey participant. Also, interactions through social media can prove to be effective in obtaining user experience views from each customer.
Customer lifetime value analysis
Customer lifetime value analysis enables sellers to identify return buyers who diligently have been making purchases from time to time and would prefer buying from the same seller again and again. However, it is not based on each buyer’s profitability to the business enterprise.
This analysis is important because it presents detailed information to the seller on areas that need more marketing. For example, it makes more sense for a company to focus marketing techniques towards buyers who occasionally visit and make purchases from the store.
Customer segmentation analytics
Buyers will visit your store with a purpose. Several come to seek specific products of interest while others view a variety of products. However, it would be unwise to simultaneously market multiple products to one specific customer. Chances are they might consider this spamming.
Nonetheless, customer experience analytics use segmentation analysis to carefully categorize buyers into groups using specifically designed criteria. This will facilitate marketing of products relevant to your audience, therefore increasing organic traffic to your site.
Here’s what you get from using customer experience analytics
Customer espousal analysis
Several businesses thrive because of consumer loyalty. Loyal customers know which products are out on the market and would buy anything or pay for services offered by a particular company, regardless of the pricing.
For example, being a loyal customer to Samsung, John has a personal computer, a mobile handset, smart HD television screen, all belonging to the same brand, Samsung. When Samsung rolls out a new smart phone or device, he is on the race to get it. That’s indeed a loyal customer.
Customer experience analytics enables you to know the extent to which customers appreciate your products and the number of return customers based on statistics.
Attention to feedback
With the advancement of social media, unsatisfied customers are bound to spread their grievances, which apparently might affect sales. Having proper and effective customer experience analytics enables you to quickly respond and attend to customer grievances before floodgates of disappointment open.
Basically, with customer experience analytics, you are capable of laying out effective marketing strategies that will literally produce tangible results. Also, you will be able to forecast regions that are about to gain or have already gained market traction, therefore allowing you to focus more on other dimensions that need attention. Consider adopting analytics for your business today!