Quantitative Data of Customers for CX 2021
This is one of the most basic but very essential forms of data. By collecting the customer’s identity data, we are able to uniquely profile the individual with the basic information required to build a foundation, along with whatever contact details needed to reach out to them. Typically, most businesses are already collecting this type of data when customers enter their payment details upon check out, sign up for a newsletter, or voluntarily hand it over in order to receive a product, service, or incentive.
Once you are done with knowing the customer on an individual level, it’s important to understand how the customer is interacting with your brand and business with the help of measurable operational data, or quantitative data. Quantitative data is the data or information collected throughout the customer experience journey, right down to discovery details, numerous channel interactions, and conversion-specific steps that led to the purchase. Various channel-specific tools are available throughout the customer lifecycle and should be tailored to measuring your marketing goals and strategy. The aim of the quantitative data game is to understand the process of decision-making of customers as they interact with your company. What led them to discover your business? Which channel drives the most conversions?
How long are they staying on your site? What links are they clicking on? What triggers them to share your content on social media? What are they uploading or downloading? What is the time when they are usually online? The holy grail that Data seeks to discover in industries of all shapes and sizes is needed anticipation.
You might be wondering if understanding a customer is so tough, the answer is No! Understanding your customer better isn’t that complex, but it does require a thou