Digital Studio

Design

Problems faced by present-day CX designer

Every modern customer journey is going to be incredibly complex. The way you would purchase would involve a number of setbacks such as multiple channels which would extend over a certain period of time. This can also extend over a few years. This different, multi-channel, multi-touchpoint, time-spanning journey would take the entire effort of every individual customer. They might be needing more values, motivations, as well as requirements which can entirely differ from every customer. This is also demographically similar to everyone. Everything would demand high-end personalization. Do you want to know more about customer experience strategy or customer experience data analytics? With CX Design, you can avail the best customer Experience Platform which can provide you with the best CX Strategy.  Your customer Experience Statistics with CX Excellence would provide you with the best customer engagement strategy and customer behavior analysis. Let’s take a look at how this is happening:

How does behavioral data have a strong influence over data-driven CX design?

There is research stating that customer behavioral insights would aid every organization when they want to outperform all their peers by 85%. This would be applicable to both the sales growth when you want to achieve more than 25% in your gross margin. You can see the way behavioral data as well as its analysis would be contributing when you want to add better value to every customer’s digital journey. KPIs which are identified, you can easily isolate many common behavioral characteristics which associate with customers who would be proudly exhibiting all those patterns. Every customer would then have the liberty to classify all these groups when they want to gauge every potential impact of the business. This would help them to determine what is the best. You also have to spot any kind of behaviour troublespots in an early manner. You have got to understand which of the processes is working well and which is not. To let this happen, you have to know how many users would create a specific account. When a customer does not engage, we can take it as a red flag in the entire process in the future.

1. Segment behavioral data as a starting point

Customer interaction success is owing to a significant number of KPIs. For example, when you talk about Google search interface, a single search button click can yield positive customer engagement.

While every customer behavior pattern is going to impact many important Some questions to ask would be:

  • Which customer behaviors would have a direct impact over important KPIs?
  • What user segments would show quality-oriented customer behavior?
  • What would be the right engagement strategy for out-group and in-group?

2. Create a specific CX optimal to acquire and convert

While you look forward to optimizing your entire path meant to purchase via personalization, every message and offer meant for key customer segments would require alignment with all their crucial purchase decision drivers. This would allow you to increase conversions. In the future, it has all the potential to lead on to successful interaction customers’ path to purchase points.

  • Duplicate your top customer’s choice:  Create more behavioral segments belonging to the most profitable customers. This can help you to target and acquire more customers who would exhibit much more similar behavior. This can allow you to follow all the footsteps across every purchase.
  • Discover more upselling opportunities: You can easily invest in analytics when you want to understand every customers’ cross-channel behavior. This would give you all the opportunity to identify every leading indicator belonging to the customers who want to convert on every upsell offer.

3. Retain – Know what is working and what is not

Every business might not have the ability to rely directly on customers. It might act as a black mark when you want to experience any platform. This is going to leave a way for better customer satisfaction while you want to prevent retention and churn. This would happen when 91% of customers would be unhappy.

4. Build a CX focused on engagement and growth

No Business can rely entirely on any customers. They have to proactively look for ways when it’s going to be a great time where they can sell something. Many individual customers would not know what they want. Hence businesses have to help them with that.

  • Diagnose as well as remove any kind of friction, which would be a big leap for any customer: When you leverage any kind of behavior on different tasks, you can ensure that many users might have left as it is or completed. You can indicate many possible areas of friction when you need to opt for rehauling. When you go about designing for many higher engagement apps, then it can provide slow goals over a longer period. This can motivate different users at various points.
  • Check if your customers are satisfied: With the aid of behavioral data, any customer who went on to encounter any kind of negative experiences recently can get under the process of identification. This would also offer a much more lower-satisfaction customer segment. You can suppress it on a temporary level. You can get it done using promotional offers as well. Through this way, you can go on to target any kind of retention-oriented initiatives when you want to gain more trust as well as increase the overall satisfaction.

Can a great CX change human behavior?

We can see that BJ Fogg’s framework on Behaviour has gone on to address that the most ever significant question would depend on the persuasive design. This can be on how anybody would be able to change the required human behavior? Fogg has gone on to suggest that we need three things: ability, motivation, as well as a trigger. People can change the world with three factors. There are many key traits we need to focus on with a large audience segment. We can classify different persona as: Persona in the form of synthesis: With the form of  primary research, we can understand all our users. We need to be in the best position where you can look at different categories belonging to the users on the basis of their behavior profiles. Persona can be in the form of Customer segment Persona can also be in the form of hypothesis: The specific Character profile which consists of a  hypothesized set of users. The description should consist of user values, education and much more. But it is not limited to it.  Understand more about your entire customer data. Every persona is going to help you understand any user with all their requirements, needs, expectations and behaviour.

How do you create various data-driven personas?

The best personas would not go about describing the quality of the users. They would help you out in understanding user behavior. Every persona would be able to define all the predictions in a chauvinistic manner. We need to focus on different anecdotes and intuition to get it done.  There is a data-driven approach that every persona needs to take care of when they want to meet their external needs. Many organizations leverage data-driven research. Facebook has gone on to create a unique user persona based on people who are complaining. They took many crucial data such as gender, age, pain points as well as the motivations of the complainants. With Facebook, you can improve the way you support and report. In a similar way, Netflix has also come up with predictive analytics methodologies to predict the behavior of its users and influence its content engine. All you have to do is to go on and serve your customers in a more relevant manner. If you are working with a data-driven organization, then you need to create more specific user personas. This can help you out in the long run.These are the factors and questions you need to ask when you want to create an awesome CX:

1. What data is going to be relevant?

When you want to identify all the key patterns, then it would allow you to drive every key pattern belonging to the business.

This can let us mine more vital data in the form of:

  • Those which we can collect directly from the user research
  • The quantitative data we can obtain when we handle contextual user interaction patterns
  • Information about the core user

How can behavioral data help you build better CX?

Behavioral data would provide more accuracy to the process of improving the overall CX. How to source rich data? We have to focus on improving all the data with the help of relevant sources. This is going to help us out in the long run. With web exit surveys, online surveys and polls data, we have designed it in a way where we are going to have a particular question that might pop up on the website at a specific time. The questions we are going to ask would depend on a single goal:  Do you wish to understand your customer’s end goal? Or, do you wish to understand the overall hurdles? All this can provide you with a better perspective. With the aid of web analytics and CRM data, you can make a number of crucial decisions. This is going to allow you to make better sales decisions and when you want to improve your CX. Social media data such as those derived from Facebook analytics, LinkedIn analytics and Google analytics, you can make decisions where you will be able to build a better CX to cater to all your audience.

How to smartly use behavioral data?

Using behavioral data in the right way would not consume more time. How to make sense out of the noise? When we parse various data sources via a common filter, you can transform it entirely in a uniform format. This can pave the way for qualitative user research data when you have to build more effective personas. This can help us build better products with aggregated user behaviors. Are you asking how to keep personas up-to-date? When you want to keep your personas up-to-date, you need to put in an extra effort. You need to upgrade yourself to the industry trends continuously. This would help you move along with a great pace in the market. Apply user personas to simulate customer behavior. When you go about translating what one can learn from a specific unified user profile, it can inform a lot on content creation, customer-centric projects as well as persona management. This can increase your understanding and empathy of the product. When you want to understand your customer behavior data, it can lead indefinitely to a positive and seamless experience. Even after that, businesses have to rely upon proper customer experience.

To put it in a nutshell

Improving your CX  with relevant data would allow them to build a simple to use and persuasive product. Talking about Customer Experience Strategy and Customer Experience Data Analytics, we need to focus on CX Design. With the best Customer Experience Platform, you can follow the right CX Strategy with the best Customer Experience Statistics. Want to understand more about CX Excellence and customer engagement strategy as well as customer behavior analysis? Pattem Digital can help you with customer experience strategy.

How can Pattem Digital act as the best CX Experience design company?

Pattem Digital is the right place to start your Customer Experience Strategy with regards to Customer Experience and Service Design. Contact us if you deem us fit for your CX Experience design company supporting customer experience and service design.

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