Beyond Philosophy

SEPTEMBER 25, 2017

The concept of a customer’s journey is nothing new – we have been offering journey mapping in our customer experience consultancy for years. And linking data points throughout a journey is a step in the right direction. But I have a big problem with Big Data. Have you used Big Data in your business?

Big data 284

Big data Journey mapping Consulting Consulting 284

VocalCom

AUGUST 26, 2019

Big data has been a buzzword in the customer service industry for some time now. As every brand knows, all data—big and small—can be applied in some manner to drive sales and improve customer service. After all, understanding your customers’ habits is key to knowing how to satisfy them. Web analytics.

Big data 48

Big data Customer Experience Abandon rate Contact center software 48

VocalCom

AUGUST 7, 2017

Through close examination across channels, brands may use such valuable information to create richer customer experiences. Here are five ways big data can be used to improve the customer experience. Metrics can say a lot about the experiences your customers are having. Streamline service and save customers time.

Big data 48

Big data Customer Experience Average Handle Time Abandon rate 48

Beyond Philosophy

JANUARY 23, 2017

So, for example, if you took a Zumba class yesterday, you might like yoga today. It can sound a little creepy and Big Brother-ish, but this proactive approach is very important when it comes to building a great customer experience. But customers are not rational! Ignore this at Your Peril: How Customers Decide.

Technology 346

Technology Big data Customer emotions Consulting 346

Beyond Philosophy

AUGUST 15, 2019

Peppers says there are two different types of data that feed your metrics: Voice of Customer (VOC) Data: Peppers calls these metrics interactive data, meaning your customer interacts with you through a poll. Some examples are Net Promoter Score ® (NPS) or Customer Satisfaction surveys.

Metrics 314

Metrics Finance Surveys Consulting 314

Beyond Philosophy

JUNE 11, 2015

However, like the hype around big data, enthusiasm for gamification has somewhat plateaued, and has needed to be rethought, especially regarding how it can drive more brand bonding and positive financial results. This example is consistent with some overall gamification trends.

Gamification 265

Gamification Big data Personalization Feedback 265

Infinity

JANUARY 22, 2019

Emotional intelligence starts and ends with being aware of our own emotions and other peoples. In business terms, it's understanding, predicting, and relating to our customers’ emotions during their journey. We live in a golden age of marketing whereby smart technology allows us to access huge amounts of data.

Big data 45

Big data Customer emotions Scripts Sales 45