{"id":74722,"date":"2021-04-14T06:26:01","date_gmt":"2021-04-14T10:26:01","guid":{"rendered":"https:\/\/www.radial.com\/?post_type=insight&p=74722"},"modified":"2025-05-02T09:28:10","modified_gmt":"2025-05-02T13:28:10","slug":"5-data-driven-strategies-for-improving-customer-experience","status":"publish","type":"insight","link":"https:\/\/www.radial.com\/eur\/insights\/5-data-driven-strategies-for-improving-customer-experience","title":{"rendered":"5 Data-Driven Strategies for Improving Customer Experience"},"content":{"rendered":"\n
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Customer experience is arguably one of the most important priorities for retail and e-commerce businesses. And when you look at various survey data and reports, it\u2019s no wonder why.\u00a0\u00a0<\/p>\n<\/div>\n\n

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Not only are 75% of customers willing to pay more to shop at a business with a great customer experience (per research data from Zendesk<\/a>), but 53% will leave permanently if the experience is poor.\u00a0\u00a0<\/p>\n<\/div>\n\n

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Many retailers underestimate the crucial link between data and customer experience (CX). As a result, they collect and use only a fraction of the available insights\u2014often surveying just 7% of their customers<\/a>. This narrow view limits their understanding of customer needs and behaviors, ultimately capping their ability to deliver meaningful support across the entire journey.<\/p>\n<\/div>\n\n

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We\u2019ll look at the importance of data in customer experience strategy and highlight a few specific ways you can (and should) use big data to improve your existing customer experience.\u00a0\u00a0<\/p>\n<\/div>\n\n

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The importance of data in customer experience\u00a0\u00a0<\/strong><\/p>\n<\/div>\n\n

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Customer data can offer deep insight into virtually any topic. And because it\u2019s factual (i.e. based on measurable standards and on real-life behavior), it\u2019s also incredibly useful.  <\/p>\n<\/div>\n\n

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For instance, customer experience data can shed light on issues like customer engagement, churn risk, and customer satisfaction levels by collecting information from individual interactions and feedback.  <\/p>\n<\/div>\n\n

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Once they have this data, retail and e-commerce businesses can then take an honest look at their customer journey, pinpoint what\u2019s working and what isn\u2019t, and make improvements to better cater to their customers\u2019 needs.\u00a0<\/p>\n<\/div>\n\n

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5 Ways data can improve customer experience\u00a0\u00a0<\/strong><\/p>\n<\/div>\n\n

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Finding valuable applications for customer data is difficult, though \u2013 especially if your business is battling the flow of big data. However, there are some pretty simple ways you can use big data to improve customer experience strategy. Let\u2019s look at 5.  <\/p>\n<\/div>\n\n

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Increase strategic decision-making\u00a0<\/strong><\/p>\n<\/div>\n\n

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The most obvious application is decision-making. Since the insights allow you to see your customers more clearly, you can use them to uncover critical pain points that are driving loyal customers away and discover new opportunities to delight leads and new shoppers. For example, you might find better ways to market your products, fulfill orders, or deliver an omnichannel experience that makes shopping more seamless.  <\/p>\n<\/div>\n\n

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Regardless, making decisions based on reliable data can both protect your bottom line and help you build stronger customer relationships.   <\/p>\n<\/div>\n\n

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Enhance customer mapping\u00a0<\/strong><\/p>\n<\/div>\n\n

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Customers engage with your brand across multiple touchpoints\u2014from social media ads to your online store, to customer support. Along the way, they might join your email list or use a chatbot to ask about product details like sizing or quality.<\/p>\n<\/div>\n\n

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Using customer data, you can clearly see how all of these touchpoints fit into your customers\u2019 experience with your brand. More importantly, you can use that data to pinpoint strengths to capitalize on and weaknesses to work on.   <\/p>\n<\/div>\n\n

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Improve customer service\u00a0<\/strong><\/p>\n<\/div>\n\n

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Customer support is at the heart of your brand. Whether your customers are struggling to find the right product, having issues placing an order, or want to know the status of a delivery \u2013 they turn to your customer support team.  <\/p>\n<\/div>\n\n

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Keeping up with customers\u2019 requests is challenging, though. And it\u2019s becoming even more difficult since customers want complete answers in real-time.  <\/p>\n<\/div>\n\n

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Luckily, customer data is useful here as well. Not only can it be used to create visual IVR experiences that your shoppers can use to find answers on their own, but it can also be fed to machine learning algorithms and chatbots that can evolve their responses to fit your customers\u2019 needs.  <\/p>\n<\/div>\n\n

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Make real-time pricing adjustments\u00a0<\/strong><\/p>\n<\/div>\n\n

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Pricing is volatile in retail and e-commerce industries. One minute a product may be languishing on the shelves and the next it could be sold out and back-ordered weeks into the future, thanks to a new fad on social media.\u00a0\u00a0<\/p>\n<\/div>\n\n

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To price products appropriately, you need to be able to see sales in real-time across all channels. Data helps you do that, making it easy to adjust your prices to supply and demand, even when products go viral.  <\/p>\n<\/div>\n\n

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Predict trends\u00a0<\/strong><\/p>\n<\/div>\n\n

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While data often looks backward, predictive data analytics gives you a glimpse of future buying behavior. With this perspective, you can make smarter decisions about product sourcing and inventory management. You can also plan marketing campaigns and customer interactions that will support the expected demand.  <\/p>\n<\/div>\n\n

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In doing so, you can increase customer satisfaction and customer loyalty.  <\/p>\n<\/div>\n\n

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Building a successful customer experience strategy can\u2019t be done without data. Fortunately, it doesn\u2019t have to be. By collecting customer feedback and extracting relevant information from their shopping behavior, you can improve your decision-making, predict trends, map customer touchpoints, make pricing adjustments in real-time, and enhance customer service.  <\/p>\n<\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"","protected":false},"featured_media":74353,"template":"","insight_type":[],"solution":[399],"class_list":["post-74722","insight","type-insight","status-publish","has-post-thumbnail","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.radial.com\/eur\/wp-json\/wp\/v2\/insight\/74722","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.radial.com\/eur\/wp-json\/wp\/v2\/insight"}],"about":[{"href":"https:\/\/www.radial.com\/eur\/wp-json\/wp\/v2\/types\/insight"}],"version-history":[{"count":2,"href":"https:\/\/www.radial.com\/eur\/wp-json\/wp\/v2\/insight\/74722\/revisions"}],"predecessor-version":[{"id":74724,"href":"https:\/\/www.radial.com\/eur\/wp-json\/wp\/v2\/insight\/74722\/revisions\/74724"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.radial.com\/eur\/wp-json\/wp\/v2\/media\/74353"}],"wp:attachment":[{"href":"https:\/\/www.radial.com\/eur\/wp-json\/wp\/v2\/media?parent=74722"}],"wp:term":[{"taxonomy":"insight_type","embeddable":true,"href":"https:\/\/www.radial.com\/eur\/wp-json\/wp\/v2\/insight_type?post=74722"},{"taxonomy":"solution","embeddable":true,"href":"https:\/\/www.radial.com\/eur\/wp-json\/wp\/v2\/solution?post=74722"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}