Journey Analytics: Improving Your Customer IQ

By Paul Cole, President – inQuba N.America. Published by Marketing News Magazine, USA. 

Today’s marketers are pressured to deepen their analytical capabilities in order to successfully compete in today’s Big Data economy. As such, I thought I would explore what’s known as “journey” analytics—that is, driving “insights into action” to deliver a better customer experience. Hopefully by now you buy into the premise and volumes of supporting data that demonstrates that how you treat your customers across the full lifecycle of interactions, from initial inquiry through repurchase, has major consequences on your company’s overall growth and profitability.

Within the customer experience (CX) field, there are two operative words that anchor our quest to deliver customer delight and company differentiation: journey and experience. A journey is the set and sequence of events that depicts the customer-to-company relationship, as seen through the eyes of the customer, from inquiring to purchasing to onboarding to consuming to repurchasing. This, in turn, produces emotions that characterize the customer experience. The experience then produces a memory that ultimately becomes the basis of both customer outcomes (brand supporter or detractor) and business outcomes (buy more/again, stay longer, or defect).

Journey analytics is all about interpreting customer input—be it structured (surveys) or unstructured (Facebook posts)—to enable you to improve those operational processes that most impact customers’ perception of the experience. If properly constructed, a journey data repository allows managers to drill down from the aggregated Net Promoter Score (NPS) or Customer Satisfaction Index (CSI) data to customer level in order to better understand root causes and predict potential consequences of alternative actions. As a case in point: Consider the example of an insurance company. The company’s analytics dashboard starts with NPS and CSI scores at the top and then cascades through a regional view, a decomposed journey view, and then down to the individual customers’ ratings and comments.

The most recent reporting revealed an unusual drop off in NPS and a corresponding increase in policy surrenders, signaling a potential customer service issue. During this same time period, this company had followed through on its plan to outsource its claims assessment sub-process to a third-party provider. An in-depth analysis of the customer input data was able to pinpoint that the source of discontentment was indeed their new third-party partner. More specifically, the CX analytics team was able to determine that a specific set of assessors in one particular region had been miscommunicating customer policy, resulting in customer alienation.

Learning this, the team then ran a series of sensitivity analyses based on embedded multivariate statistical routines to evaluate how impactful the quality and timeliness of communications is on policyholder behavior. Realizing its criticality, the field operations team then took immediate remedial action with its assessors by reinforcing training and setting new KPIs. It also launched a service recovery communications campaign targeted at affected policyholders to both apologize and clarify the claims process, thereby averting a potentially widespread and costly problem.
All of the above capability exists today and was applied in this real example, but ask yourself this question: Does our organization have this level of enterprisewide visibility into our customer journey and the (perceived) performance of the processes that we operate to support it? If you aspire to be a truly customercentric company, it is incumbent upon you to improve your customer IQ by investing in and formalizing your approach to journey analytics and management.

 

© Copyright inQuba 2021. All Rights Reserved.
Web Privacy Policy
POPIA Data Privacy Policy
inQuba Code of Conduct

Contact us

The inQuba team is waiting to hear from you! Please fill in your details herePlease fill in your details here and we will respond to your message within 24 hours.

Join us

Get regular updates about the world of CX orchestration by subscribing to inQuba’s newsfeeds here.

<h4>Link to CX series</h4>

[[[[""]],[[""]],"and"]]
1 Step 1
keyboard_arrow_leftPrevious
Nextkeyboard_arrow_right

Please fill in your name and email to subscribe to inQuba’s newsfeeds.

    Download inQuba Social Product Paper

      Please provide your contact details to download.

      Your privacy is important to us. Please feel free to review our Data Privacy Policy and Web Privacy Policy. This form is protected by reCAPTCHA.

      Download inQuba Case Management Product Paper

        Please provide your contact details to download.

        Your privacy is important to us. Please feel free to review our Data Privacy Policy and Web Privacy Policy. This form is protected by reCAPTCHA.

        Download inQuba Engage Product Paper

          Please provide your contact details to download.

          Your privacy is important to us. Please feel free to review our Data Privacy Policy and Web Privacy Policy. This form is protected by reCAPTCHA.

          Download inQuba CX Product Paper

            Please provide your contact details to download.

            Your privacy is important to us. Please feel free to review our Data Privacy Policy and Web Privacy Policy. This form is protected by reCAPTCHA.

            Download Customer Experience Architecture

              Please provide your contact details to download.

              Your privacy is important to us. Please feel free to review our Data Privacy Policy and Web Privacy Policy. This form is protected by reCAPTCHA.

              Download Enhancing Sales Performance

                Please provide your contact details to download.

                Your privacy is important to us. Please feel free to review our Data Privacy Policy and Web Privacy Policy. This form is protected by reCAPTCHA.

                Download Unlocking Profit

                  Please provide your contact details to download.

                  Your privacy is important to us. Please feel free to review our Data Privacy Policy and Web Privacy Policy. This form is protected by reCAPTCHA.

                  Download Why the customer journey needs to be CXtended

                    Please provide your contact details to download.

                    Your privacy is important to us. Please feel free to review our Data Privacy Policy and Web Privacy Policy. This form is protected by reCAPTCHA.

                    Download Reinventing Retail

                      Please provide your contact details to download.

                      Your privacy is important to us. Please feel free to review our Data Privacy Policy and Web Privacy Policy. This form is protected by reCAPTCHA.

                      Download Digital Disruption: the Insurance of Things & CX

                        Please provide your contact details to download.

                        Your privacy is important to us. Please feel free to review our Data Privacy Policy and Web Privacy Policy. This form is protected by reCAPTCHA.

                        Download inQuba TIBCO Case Study

                          Please provide your contact details to download.

                          Your privacy is important to us. Please feel free to review our Data Privacy Policy and Web Privacy Policy. This form is protected by reCAPTCHA.

                          Download inQuba Ster Kinekor Theatres Case Study

                            Please provide your contact details to download.

                            Your privacy is important to us. Please feel free to review our Data Privacy Policy and Web Privacy Policy. This form is protected by reCAPTCHA.

                            Download inQuba Virgin Mobile Case Study

                              Please provide your contact details to download.

                              Your privacy is important to us. Please feel free to review our Data Privacy Policy and Web Privacy Policy. This form is protected by reCAPTCHA.

                              Download inQuba NSW HealthShare Case Study

                                Please provide your contact details to download.

                                Your privacy is important to us. Please feel free to review our Data Privacy Policy and Web Privacy Policy. This form is protected by reCAPTCHA.

                                Download inQuba Kulula/Comair Case Study

                                  Please provide your contact details to download.

                                  Your privacy is important to us. Please feel free to review our Data Privacy Policy and Web Privacy Policy. This form is protected by reCAPTCHA.

                                  Download inQuba VitalityLife Case Study

                                    Please provide your contact details to download.

                                    Your privacy is important to us. Please feel free to review our Data Privacy Policy and Web Privacy Policy. This form is protected by reCAPTCHA.

                                    Download inQuba Comair Case Study

                                      Please provide your contact details to download.

                                      Your privacy is important to us. Please feel free to review our Data Privacy Policy and Web Privacy Policy. This form is protected by reCAPTCHA.

                                      Download inQuba B2B Telecommunications Report

                                        Please provide your contact details to download.

                                        Your privacy is important to us. Please feel free to review our Data Privacy Policy and Web Privacy Policy. This form is protected by reCAPTCHA.

                                        Download inQuba Telkom Case Study

                                          Please provide your contact details to download.

                                          Your privacy is important to us. Please feel free to review our Data Privacy Policy and Web Privacy Policy. This form is protected by reCAPTCHA.

                                          Download inQuba Hollard Case Study

                                            Please provide your contact details to download.

                                            Your privacy is important to us. Please feel free to review our Data Privacy Policy and Web Privacy Policy. This form is protected by reCAPTCHA.

                                            Download inQuba Liberty Case Study

                                              Please provide your contact details to download.

                                              Your privacy is important to us. Please feel free to review our Data Privacy Policy and Web Privacy Policy. This form is protected by reCAPTCHA.

                                              Download inQuba Momentum Case Study

                                                Please provide your contact details to download.

                                                Your privacy is important to us. Please feel free to review our Data Privacy Policy and Web Privacy Policy. This form is protected by reCAPTCHA.

                                                Download inQuba Coronation Case Study

                                                  Please provide your contact details to download.

                                                  Your privacy is important to us. Please feel free to review our Data Privacy Policy and Web Privacy Policy. This form is protected by reCAPTCHA.

                                                  Download inQuba African Bank Case Study

                                                    Please provide your contact details to download.

                                                    Your privacy is important to us. Please feel free to review our Data Privacy Policy and Web Privacy Policy. This form is protected by reCAPTCHA.

                                                    Download inQuba Healthcare Report

                                                      Please provide your contact details to download.

                                                      Your privacy is important to us. Please feel free to review our Data Privacy Policy and Web Privacy Policy. This form is protected by reCAPTCHA.