You're struggling to understand your customers' behavior. How can you use analytics to gain insights?

To understand customers' behavior, a company can use analytics in various (unique) ways: 📌Analyze transaction data to identify trends in customer spending behavior, such as popular products, purchase frequency, and typical order values. 📌Use analytics to calculate the CLV for different customer segments, identifying the most valuable customers and understanding their behaviors and preferences. 📌Apply predictive analytics to identify factors contributing to customer churn, allowing the company to implement retention strategies and improve customer satisfaction. 📌Utilize analytics to understand which products or services are frequently purchased together, enabling targeted cross-selling and upselling strategies.

Analytics is key to gain deeper understanding of the customer! One can use analytics to segment customers based on behaviour, demographics and geographic! It also provides means of calculating and predicting critical kpis like churn rate, entrenchment score, etc

𝗗𝗲𝗳𝗶𝗻𝗲 𝗞𝗣𝗜𝘀: Choose metrics that align with your business goals, such as customer retention rate or average order value. 𝗔𝗻𝗮𝗹𝘆𝘀𝗲 𝗕𝗲𝗵𝗮𝘃𝗶𝗼𝘂𝗿: Study customer interactions to identify trends and patterns. 𝗦𝗲𝗴𝗺𝗲𝗻𝘁 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀: Group customers based on shared characteristics to tailor your marketing efforts. 𝗢𝗽𝘁𝗶𝗺𝗶𝘀𝗲 𝗝𝗼𝘂𝗿𝗻𝗲𝘆: Identify and address bottlenecks in the customer journey. 𝗜𝗺𝗽𝗿𝗼𝘃𝗲 𝗢𝗳𝗳𝗲𝗿𝗶𝗻𝗴: Use customer feedback to enhance your product or service. 𝗕𝗼𝗼𝘀𝘁 𝗥𝗲𝘁𝗲𝗻𝘁𝗶𝗼𝗻: Develop strategies to engage customers and encourage repeat business.

A analise dos dados e acompanhamento dos retornos são de suma importância quando espelhamos essas variações ao que está ocorrendo no mercado, é possível entender dessa forma onde estamos, se está ocorrendo evolução ou não na dinâmica de mercado. Depois de analisados, interprete as descobertas para extrair insights acionáveis. Entenda o que os dados revelam sobre as preferências, pontos fracos e expectativas de seus clientes. Conecte esses insights aos seus objetivos iniciais para determinar a eficácia de suas estratégias de atendimento ao cliente. Revise e atualize regularmente suas interpretações à medida que o comportamento do cliente evolui. Gere relacionamento e acompanhamento.

Monitor social media platforms to track customer sentiment, engagement, and interactions with your brand. Analyze comments, likes, shares, and mentions.

Just keep the conversation going until you both understand each other. They are calling the company correct? Of course if they have a history with the company their information is already in the system. They will communicate if some is damaged or if they want more. Keep talking with them, let them be right as long as they are not trying to get something for free, that is not applicable.

A holistic view of the customer is needed to ensure data success. This diversity in data collection is crucial for understanding not just what customers are doing but why they are doing it, enabling a more personalized and effective customer service response. Including real-time feedback can be a very useful and unique tool, this enables making immediate adjustments to service strategies and for long-term strategic planning. Analyzing data from calls, emails, chats, and social media offers insights into the preferred communication channels of customers and the effectiveness of different service touchpoints. This can help customer service teams optimize their channel strategy to meet customers where they are most comfortable.

Analystics play a vital role in understanding customer behavior. Most retailers provide sales data with customer data with buying behaviour now a days. Understanding your sellouts and type of customers you can work on your item/brand movement (increasing or decreasing stocks levels) Keep in mind customer behavior can be Habitual buyers Variety seekers Complex buyers Dissonance reducing buyers.

Often the data tells the true story about the customer. We may get complaints but the customer keeps coming back and that unfortunately may be taken for granted until the customer no longer comes. We must get to know our customers and act on the story the data gathered is telling us. Truly, there is sometimes a disconnect between the actions of our customers and the responses to surveys. This is why it is important to tap various sources of data to get that overall picture that will trend a certain way.

Comprehending customer behavior relies heavily on data. Businesses typically have vast amounts of historical data that track customer behavior and its fluctuations. The key is to monitor these behavioral trends and compare them with competitor performance. To achieve this, both quantitative and qualitative data are essential. After defining business goals, the next step is to understand the challenges and gather the relevant data accordingly.

À partir de uma coleta de dados robusta, é possível realizar a análise dos dados e encontrar padrões de comportamento, tendências e insights. Geralmente encontramos achados muito valiosos em reclamações de clientes, dados externos e com análise de mídias, redes e sites. Uma jornada de cliente que corresponde o desejo do cliente, trás satisfação ao cliente e rentabilidade para a organização.

Analyzing your customer data involves transforming, cleaning, and organizing the information to make sense of it. By employing various analytical techniques such as descriptive, diagnostic, predictive, and prescriptive analytics, you can uncover patterns, trends, and insights that reveal your customers' behavior. Through this process, you can gain valuable insights that can inform your business strategies and decision-making processes, ultimately leading to improved customer understanding and more effective business outcomes.

𝗖𝗼𝗹𝗹𝗲𝗰𝘁 𝗗𝗮𝘁𝗮: Gather data from various sources like customer interactions, sales records, or social media. 𝗖𝗹𝗲𝗮𝗻 𝗗𝗮𝘁𝗮: Remove any irrelevant or erroneous data to ensure accuracy. 𝗔𝗻𝗮𝗹𝘆𝘀𝗲 𝗧𝗿𝗲𝗻𝗱𝘀: Use statistical methods to identify patterns or trends in your data. 𝗩𝗶𝘀𝘂𝗮𝗹𝗶𝘀𝗲 𝗗𝗮𝘁𝗮: Use charts or graphs to visualise data for better understanding. 𝗜𝗻𝘁𝗲𝗿𝗽𝗿𝗲𝘁 𝗥𝗲𝘀𝘂𝗹𝘁𝘀: Draw conclusions from your analysis to inform business decisions. 𝗔𝗰𝘁 𝗼𝗻 𝗜𝗻𝘀𝗶𝗴𝗵𝘁𝘀: Implement changes based on your findings to improve customer experience and business performance.

Os dados e Metricas sempre vao guiar nosso dia, saber a temperatura de um atendimento só vai ser possível com a medição de informações, a ação que será tomada num incidente crítico. Farramentas de analise como power BI e até mesmo o Excel ajudam demais no dia a dia para essas medições. Quando temos dados bem estruturados podemos começar a notar padrões e esse padrões são alimentos para nosso dia a dia. A partir daí podemos saber o que precisamos melhorar e pra onde seguir.

Carry out customer segmentation when doing data visualisation. This could be advised by the demographic or geographical scope. This will help with identifying whether the problem affects a particular segment most. It is also paramount that SMART initiatives are prescribed. Continual assessment should be carried out to ensure the success or improvement of the prescribed initiatives.

Once analyzed, interpret the findings to extract actionable insights. Understand what the data is revealing about your customers' preferences, pain points, and expectations. Connect these insights back to your initial goals to determine the effectiveness of your customer service strategies. Regularly review and update your interpretations as customer behavior evolves.

After analyzing the data, use your findings to create meaningful dialogue with your customer. Instead of jumping right in with a solution, ask important questions that may uncover additional concerns that can be used to your advantage. With your end goal in mind, you can begin to build actionable steps to improving customer behavior.

The interpretation of the data is one of the most important steps because the correct interpretation will allow our clients to better focus their strategies and initiatives to gain more market share and better identify the needs of their clients.

Para mi la interpretación de datos de atención al cliente implica analizar de manera crítica los resultados, entendiendo el contexto y así tomar medidas efectivas para mejorar la experiencia del cliente. Este ciclo de análisis continuo y mejora es fundamental para el éxito a largo plazo en la gestión del servicio al cliente.

As oportunidades com base nos dados coletados e analisados de cada cliente pode ajudar a melhorar a experiência do cliente e aumentar as vendas. Para então, personalizar a experiência do cliente que fará o aumento da retenção de clientes e melhorar a satisfação do cliente. Por fim, melhorar a experiência do cliente pode ajudar a aumentar a retenção de clientes e melhorar a satisfação do cliente. Um cliente satisfeito é um cliente que permanecerá sempre contigo.

Struggling to understand your customers? Welcome to the club! Step 1: Define your goals. Want happier customers? Lower wait times? More 5-star reviews? Great, you’ve got a goal! Step 2: Collect data. Surveys, emails, social media - it’s a gold mine of insights. Step 3: Analyze. Dive into the data pool and find those golden nuggets of truth. Step 4: Interpret. What’s the data telling you? Listen closely! Step 5: Improve. Make your data better, and your understanding will follow. Voila! You’re now a customer analytics guru!

The first question you need to answer is what are you building and for what customer demographics. You need to validate your product to make sure you are building for the right market and customer segment. If you are struggling to understand your customer, it means there is a missing puzzle in your product-market fit. Yes, data collection and analysis will help but getting to the psychology of your customers will need more than that. Maybe a simple feedback loop into the customer experience and incentivization to make the customers share more about buying behavior and power will help a long way.

São várias maneiras de abordagem ao cliente no primeiro momento do atendimento, mas saber ouvi-lo e se colocar no lugar do outro é fundamental. É necessário entender seu momento para partir a um próximo passo, de oferta e negociação, é preciso uma base anteriormente para ser assertivo.

This sounds all wonderful if you’re dealing with Robots!! You are dealing with Human Employees and their livelihood. They really don’t care about all the big words you learned in College! Both sides have lawyers and the reality is open your books and share what the state of your business is, and what is really possible to negotiate without all the legal jargon. Humans can understand Humans. They could care less what you were taught in college with no experience whatsoever.

The more filters you can add to your data the better. This doesn't necessarily mean you filter by random subsets, but the more relevant filters you have will lead to more clarity in the trends your company may be exhibiting. Make detailed clear, efficient surveys for your customers.

2 things I've always encouraged with my CS teams is ; 1. Find a way to say yes. Even when you cannot agree or provide exactly what the customer is asking for. Find ways to say yes to something else. Provide alternatives with your no response. A compromise within the business limitations will go far to retain a customer rather then just a hard no. 2. Be the insider. You have all the information about how the company works , what is on offer, how problems can be resolved. Offer this information proactively. Don't only respond to what is asked , be creative in your feedback and as far as you can,prep thoroughly before responding to that customer request or query. Effort again shows and goes a long way to secure customer satisfaction.

One thing I always ask new clients at the end of our intake meeting is why did you pick our Home Care agency over the others. And 9 times out of 10 they tell me because you're the only one that answered the phone and or you're the only agency that called us back. Returning phone calls timely will make or break a business!

These steps are standard, but if you want to get real crazy - live and breathe this data, immerse yourself in it, and start being able to understand your customers world through the numbers you see on a regular basis. And if you don’t know what the numbers mean, talk to them and ask. Start adding real world anecdotal information to the numbers you see. Basically get obsessed with it.

Analyze the conversion funnel to identify potential bottlenecks and areas for improvement. Track the customer journey from initial awareness to final purchase, and identify where customers drop off or abandon the process. Use analytics tools to track customer behavior across different touchpoints. Analyze how customers interact with your website, mobile app, social media channels, and email campaigns. Look for patterns in browsing, shopping, and engagement behaviors. Analyze customer feedback and reviews to identify common themes, trends, and areas for improvement. Use this qualitative data to complement quantitative analytics and gain a holistic understanding of customer behavior.

In customer service, mastering customer behavior is key and starts with robust analytics and data collection. My experience shows that analyzing interactions and feedback is crucial for identifying customer needs. Currently, in my role in digital process innovation, I've witnessed how digitalization and automation revolutionize data collection. These advancements enable more efficient and accurate gathering of customer insights, facilitating a deeper understanding of customer interactions. This not only leads to enhanced customer experiences but also allows for services finely tuned to specific customer needs and behaviors. Embracing these technological tools in customer service is essential for staying ahead in today’s digital landscape.