Use data-driven insights to drive experiences that matter to your customers

By Microsoft in Business Team

September 18, 2018

The most successful companies already know that customer experiences have a huge impact on business. From acquiring new customers, successfully predicting and meeting their needs, and transforming one-time customers to loyal brand ambassadors, delivering seamless customer experiences can make all the difference.

According to Walker Information, “customer experience will overtake price and product as the key brand differentiator by 2020” [1]. What is your organization doing to prepare?

We’ve all had good and bad customer experiences, so what do the most successful companies do differently? They use insights to drive experiences that matter. Thanks to cutting edge innovation like AI technology, big data, and customer analytics, organizations can develop data-driven strategies designed to engage customers at every stage and touchpoint of the customer experience. And with machine learning and predictive technology, your organization can leverage insights to anticipate customer needs and proactively facilitate impactful experiences.

With real-time insights, more customer data, and better analysis of your key metrics, your business can create more holistic and unified customer profiles across touchpoints, empowering your teams to make connections that count.

Create customer-centric experiences

As customers increasingly expect personalized, digital experiences, customer service agents can improve their customer experience tools and strategies to match. According to the McKinsey Global Institute, data-driven organizations that use customer analytics are 23 times more likely to acquire customers[2]. Leveraging data can help you create more customer-centric experiences, develop smarter strategies, and meet and surpass customer expectations.

Leverage data insights to win over your audience

We are in the age of the customer. Customers have become smarter and more agile online as digital innovation evolves, and they expect brands to do the same. Customer analytics can reveal insights into where, when, and how your audience spends time interacting with your business. By leveraging data-driven insights, you can develop targeted customer messages and experiences that will help you win your audience over. With the right information in hand, your customer service teams can be proactive to meet the customer’s needs.

Let your data lead you to increased brand loyalty

Delivering seamless customer experiences informed by data-driven insights can be a great way to demonstrate your organization’s commitment to your audience. According to one study, 44% of enterprises are gaining new customers and increasing revenue as a result of adopting and integrating customer analytics into their operations[3]. And after securing those customers, 58% of enterprises report that they’re already seeing a significant increase in customer retention and loyalty as result of using customer analytics[4].

Using data to develop proactive customer engagement strategies can be the difference between an unimpressed, one-time customer and an enthusiastic brand ambassador. Let data help establish your organization as an industry leader and deliver memorable customer experiences that drive lasting success. Learn how companies like HP and Macy’s are creating experiences that matter.