• Customer Lifetime Value (CLV) is an estimate of the total revenue that a company can receive from one customer over the entire period of interaction with him. Obviously, the happier the customer, the longer he stays with the brand, and therefore spends more on it.
• of goods gives a general idea of the quality of the product and service, and therefore the satisfaction of the target audience with the company’s offer.
• Reviews and ratings on digital marketingoverseas data external platforms, such as social networks or review sites, allow you to understand what customers think about the product and what parameters they like or vice versa.
• Response time and problem resolution is a private indicator for customer support services. Obviously, the faster a company responds to consumer requests, the more positive their impression will be.
It is important to remember that customer experience research is an ongoing process that requires regularity to understand how customers perceive a company’s product or service.
How to Study Feedback and Analyze Customer Experience
Customer experience research includes two main stages: collecting feedback and analyzing the information received. Let’s look at the methods used for each of these steps.
1. The following tools are used to collect feedback:
>• Surveys and questionnaires;
• Interviews and focus groups;
• Web analytics and sales funnel statistics;
• Monitoring social networks, consumer forums and review sites.
2. Analysis of the collected information can be done using the following methods:
>• Qualitative analysis;
• Statistical processing or what you most ne to know about legacy systems quantitative analysis;
• Visualization and interpretation of data. For example, graphic design of all stages of the customer journey (Customer Journey Map – CJM), from awareness of the need to purchase and after-
Example of Improving Customer Experience (CX)
Let’s look at an example of improving the consumer experience using the example of a coffee chain.
Problem
High competition in this segment of catering and takeaway coffee sales created difficulties in attracting regular customers. During the dating data survey, the company found that many visitors complained about long waits in lines, inefficient service system and high prices. In other words, customers wanted more convenient ways to interact with the coffee shop chain and a more personalized approach to service.