What is Customer Journey Analytics?

Posted by groupfio on November 10th, 2020

What is Customer Journey Analytics?

Customer Journey Analytics is the process of gather data for every touchpoint a customer has with your business. A customer is on their work computer shopping for an item. They go to lunch for an hour and continue researching that same item or variations while out. Then go home at the end of the day and jump on their couch with a tablet to finalize a purchase they found throughout the day, that’s information you need to know. Every single touchpoint is part of the Customer Journey. The information provided throughout the entire cycle the customer took is critical. It establishes a specific behavior vital to businesses and especially retail when looking to evolve their CX and turn more profit.

Why Do Customer Journey Analytics Matter?

Now that we understand what Customer Journey Analytics are, we need to know why they are essential for our businesses. In a report conducted by Gartner concerning digital commerce trends: “Effective customer journey analysis can result in reduced customer pain points across channels, better continuity between channels, more accurate revenue attribution, and better customer segmentation and personalization.” This equates to an increase in revenue and customer satisfaction.

As you effectively provide your customers with a more efficient method of interacting with your brand, you can lower the distractions and build a more cohesive and persuasive message across multiple channels. The deeper you dive into the customer journey, the more personalized you can be with your marketing and sales outreach efforts, which ultimately converts into more opportunities and results in more sales.

Another great reward is that the quality of your leads increases. The more personal the experience, the higher the quality of communication and level of understanding. This allows your customer to feel they are heard and communicated at their stage in their customer journeys. Hyper-Personalization is a valuable concept for any business and something in which Group FiO is an industry leader.

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