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{PODCAST} In-Ear Insights: Customer Experience Analytics
In this episode, Katie and Chris review the field of customer experience analytics. What are customer experience analytics, and what comprises their components? From simple data points like returning users to the website to Net Promoter Scores, join them on a walk through the customer journey and how to measure it at every step.
Listen to the audio here:
http://traffic.libsyn.com/inearinsights/tipodcast-customerexperienceanalytics.mp3
Download the MP3 audio here.
Machine-Generated Transcript
What follows is an AI-generated transcript. The transcript may contain errors and is not a substitute for listening to the episode.
Christopher Penn
This is in your insights, the trust insights podcast.
In this episode of in your insights today we are talking about customer experience analytics, measuring the customer experience in so many different ways. And then what do we do with the information. So Katie customer experience analytics was mentioned heavily in Jay Baer his new book talk triggers which we reviewed a couple months ago. And it came out, it came with a very adorable stuffed alpaca. And some of the KPIs mentioned in this book. Things like Net Promoter Score change, offer redemption, customer growth, customer behavior, but you’ve got a lot of work explaining the customer journey, particularly as it pertains pertains to predictive analytics. Those few big numbers are just the tip of the iceberg. We are talking a little bit about some of the stuff that we always want to look at the stages of that customer journey.
Katie Robbert
Yeah, so first of all, I didn’t get now.
So I can’t say that it was cute. Second, yeah, you’re right. There’s a lot more data that’s available to marketers about the customer experience. And I think that, that sort of, like, let’s start there. You know, when we talk about the customer experience, we’re really talking about the buyers journey and the customer journey. And together, those make the full, you know, 360 customer experience. And so, within all of those phases, it’s there’s multiple phases, you have a lot of different touch points and data points to collect about the experience that your customers going through.
So that way that you can continue to refine and improve the experience to create more retention. And I think that that’s ultimately the goal of what marketers are after is what data leads to more customer retention. What experience leads my customers to keep coming back and buying more things from me, and to stay loyal?
Christopher Penn
Yep. So that really begs the question, what marketers tend to focus on the first half right, awareness, consideration, evaluation purchase. But when we talk about retention, we’re really talking about the second half. So we’re talking the purchase experience itself, satisfaction, the loyalty and then the evangelism. So what are some of the things that you look for, especially like evangelism? What is things you look for, that would say, hey, our customers are so happy, they’re telling the rest of the world about us?
Katie Robbert
Well, this is where you start to get in
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By Trust Insights
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In this episode, Katie and Chris review the field of customer experience analytics. What are customer experience analytics, and what comprises their components? From simple data points like returning users to the website to Net Promoter Scores, join them on a walk through the customer journey and how to measure it at every step.
Listen to the audio here:
http://traffic.libsyn.com/inearinsights/tipodcast-customerexperienceanalytics.mp3
Download the MP3 audio here.
Machine-Generated Transcript
What follows is an AI-generated transcript. The transcript may contain errors and is not a substitute for listening to the episode.
Christopher Penn
This is in your insights, the trust insights podcast.
In this episode of in your insights today we are talking about customer experience analytics, measuring the customer experience in so many different ways. And then what do we do with the information. So Katie customer experience analytics was mentioned heavily in Jay Baer his new book talk triggers which we reviewed a couple months ago. And it came out, it came with a very adorable stuffed alpaca. And some of the KPIs mentioned in this book. Things like Net Promoter Score change, offer redemption, customer growth, customer behavior, but you’ve got a lot of work explaining the customer journey, particularly as it pertains pertains to predictive analytics. Those few big numbers are just the tip of the iceberg. We are talking a little bit about some of the stuff that we always want to look at the stages of that customer journey.
Katie Robbert
Yeah, so first of all, I didn’t get now.
So I can’t say that it was cute. Second, yeah, you’re right. There’s a lot more data that’s available to marketers about the customer experience. And I think that, that sort of, like, let’s start there. You know, when we talk about the customer experience, we’re really talking about the buyers journey and the customer journey. And together, those make the full, you know, 360 customer experience. And so, within all of those phases, it’s there’s multiple phases, you have a lot of different touch points and data points to collect about the experience that your customers going through.
So that way that you can continue to refine and improve the experience to create more retention. And I think that that’s ultimately the goal of what marketers are after is what data leads to more customer retention. What experience leads my customers to keep coming back and buying more things from me, and to stay loyal?
Christopher Penn
Yep. So that really begs the question, what marketers tend to focus on the first half right, awareness, consideration, evaluation purchase. But when we talk about retention, we’re really talking about the second half. So we’re talking the purchase experience itself, satisfaction, the loyalty and then the evangelism. So what are some of the things that you look for, especially like evangelism? What is things you look for, that would say, hey, our customers are so happy, they’re telling the rest of the world about us?
Katie Robbert
Well, this is where you start to get in
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