How can you be truly relevant to the customer at every touchpoint in that journey – including the marketing and sales route? That stands or falls with (cliché-alert!) actually understanding the customer and prospect. Truly understanding your customer depends on three things: data, data, and data. Collect both quantitative and qualitative data.
Quantitative data shows what happens during the customer journey, such as a sudden increase in the number of abandoned shopping carts. Qualitative data helps you understand why this is happening. Is the checkout process too unclear? Are there Senegal WhatsApp Number List too many steps? Or is there a bug or dead link somewhere? People working on CX. Talk to customers often Collecting valuable data can be very simple.
Insight as the key to success
We are regularly involved in events. To improve it, we simply ask our customers if they like it. We recently hosted an event with 60 CX leaders, with whom we are eager to build a collaborative knowledge community. This is only possible if we know what they want to learn. So the most valuable data for us comes from the answers to simple questions. Beforehand: what do you want to see?