Madumok

Marketing Analytics Can Improve the Customer Experience Almost every organization today is putting customer experience (CX) at the core of its strategy, aiming to provide products and services that meet customers at every touch point. In a crowded, multichannel marketplace, companies realize that a great customer experience � consistently delivering what customers want, when they want it � can be a powerful differentiator. But many companies fail to deliver, according to research by Harvard Business Review Analytic Services (HBR-AS). Although half of surveyed business leaders say CX is a top-two differentiator for their business, just half of them said they perform well in it. Although half of surveyed business leaders say CX is a top-two differentiator for their business, just half of them said they perform well in it. 1 The problem isn�t access to data; most businesses said they collect mountains of information on their customers. The real obstacle to better customer experience, the ...

Why Building a Culture of Optimization Improves the Customer Experience How can we be more useful to our customers today? Thats the simple question that drives any marketing organization focused on testing, improvement, and growth. But answering the question is not always so simple in our data-rich world. The old challenge of gathering enough data has been replaced by a new one: gleaning insights from the mountains of data we�ve collected � and taking action. In response to this flood of data, many of todays most successful businesses have turned to a new approach: building whats called a culture of growth and optimization . This growth-minded culture is one where everyone is ready to: Test everything  Value data over opinion  Keep testing and learning, even from failures  Most companies have a few people who are optimizers by nature, interest, or experience. Some may even have a �growth team.� But what really moves the dial is when everyone in the company is on board an...