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Puma enhanced their ‘Customer Experience’ with the help of CloudCherry.
Actionable insights are only as impactful as the outcomes they drive
Drive Action,Not Just Insights
What makes your customers come back again and again? Is it the selection? The quality of your product, or service? CloudCherry’s driver analysis has the answer for you. Impact analysis looks beyond the customers perception. This statistical model looks at the impact of drivers on customer’s loyalty, experience, or even the financial value to identify what actually moves the needle.
Impact analysis is used when you’re trying to determine what’s most important for your customers and tells you what you need to prioritize to accomplish the best results. For example, if I asked you to rate the importance of service range, size, and app functionality on your mobile phone. You would probably say 9 or 10 on all of them, but that doesn’t really help figure out which of those attributes are most important, does it? This is where impact analysis shines. A driver analysis looks at the relationship between the attribute ratings and anchor metric of your choice (NPS, CSAT, Revenue, etc..), and tells you what’s most important to your customer. Your customers may not always have the answers, but they’ll always give you the data to find the answers.
With all this data and analyses, wouldn’t it be nice if someone just told you what you needed to do? CloudCherry has recognized this and we realize that not everyone is a data analyst, therefore we have a recommended goals widget. This widget will give you a prioritized list of what improvement you can make that will have the biggest impact to your customer experience. You will find the recommended goals widget in the customer journey map dashboard as well. This is to help you see what you can do in each stage of the journey that will help boost that particular stages experience. Think of recommended goals as your personal data analyst that will help point you in the right direction.
Most Liked and Disliked Attributes
The most liked and disliked widget simply tells you what your highest and lowest average attribute rating is. Ask yourself, “What would a customer say if I asked them what do we do best, and what do we struggle with the most?” Do you have the data to back up your response? Legacy CEM platforms give you a bunch of charts to look at that most employees won’t understand. This widget helps create a customer-centric culture by make making the data user-friendly for everyone to celebrate good work and drive team collaboration in areas that need improvement. This may seem like a simple widget, but the first step in taking data-driven action is knowing where you currently stand and what your strengths and weaknesses are.
Possibilities are endless with CloudCherry’s reporting capabilities
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