03/27/2024 | Press release | Distributed by Public on 03/27/2024 07:56
Accurate data gives you an accurate picture of how customers act. You can use this information to optimize your processes and enhance customer experiences.
Your business must leverage multiple data sources to get a holistic view of consumer behavior. To maximize the customer journey mapping experience, leverage deeper insights using both solicited and unsolicited data to enrich the process.
1. Use Requested Data to Understand Verbalized Actions
Consumer feedback your organization has already gathered or is currently gathering, such as through surveys like Net Promoter Score (NPS), provides a simple start to the customer mapping process. You can also ask for customer feedback through social channels. Asking for consumer volunteers allows you to begin translating valuable, accessible data into actionable customization preferences almost immediately. It also can quickly identify friction points, as unhappy customers are often eager to voice their complaints.
Solicited information helps you understand the customer's point of view without making assumptions about their actions. Of course, consumers may not share everything with you. Just as some may be looking to air grievances, others may identify positive interactions with your business but forget to mention vital information that you could have used to boost CX.
Solicited feedback is helpful, with a few limitations. When asking customers for feedback, remember:
2. Use Unprompted Data to Understand Non-Verbalized Actions
Unsolicited or unprompted data includes any actions and behaviors consumers don't tell you about. Unsolicited data provides valuable contextual information that your systems collect, like purchase or browsing history. You can gather the data from various sources:
Although unsolicited data is nuanced, it can offer deeper insights into customer journeys and CX. Gathering data from multiple sources and touchpoints showcases details consumers often omit or forget to share with you during prompted feedback requests.
By leveraging the power of natural language understanding (NLU) that detects sentiment, intent and effort while offering 100% real-time feedback gathering, you can get significant insights into customer behavior.
Unprompted data is: