Thisisretention Favicon 114x114Customer Experience without Big Data. Never. As a business, you can’t grow anymore if you don’t collect and use customer data to create personalized experience. This is an article that summarizes the actual CX landscape and doesn’t talk only about customer expectations, but about marketers expectations.

A Data-Driven Approach To Customer Retention

Data.

„Ask someone why he would choose one brand or company over another, and he’ll likely say “price.” It’s certainly true that a competitive price will differentiate one choice from another. However, that doesn’t mean it’s the only way brands can stand out from competitors to win customers and (perhaps more importantly) their loyalty. Earlier this year, Jake Sorofman, a research director at Gartner, stated that “hypercompetition has eroded traditional product and service advantages, making customer experience the new competitive battlefield.” A good price will often earn a one-time purchase. But brands want loyalty — and they achieve that by developing a personalized customer experience focused on starting and maintaining customer relationships. At the center of it all is data.”

continue reading