How can you create a stronger relationship with your customers?

Forrester Report

Social customer service provides huge opportunities to brands. Your customers are on social media and fielding their requests is not only more convenient for them, it’s also an opportunity for your brand to save money and build a reputation.

In the Forrester report, Build Customer Relationships with Social Customer Care, analyst Erna Alfred Liousas looks at the ways that social customer care can help your brand, including:

  • Reactively responding to customer complaints, preventing a more expensive resolution
  • Proactively seeking out customers to surprise and delight them
  • Learning from social insights to improve customer care as a whole

Report originally published December 17, 2015

5 Steps to Improving the Customer Journey with Analytics

The foundation of a solid customer journey map lies in the legitimacy of it. An ounce of truth trumps a gallon of guesses in a customer journey map. Defining sentiment and across touch points throughout the journey helps you to make the journey map critical throughout your entire organization.

With our eBook, 5 Steps to Improving the Customer Journey with Analytics, you’ll get a practical, step by step guide that demonstrates the following:

  • How and where to gather relevant data sources for your organization
  • Ways you can synthesize unstructured and structured data to shape customer feedback into actionable insights
  • The ways you can analyze customer data in a high-level journey
  • Common pitfalls to avoid when validating your customer journey map with analytics 
5 Steps to Improving the Customer Journey with Analytics

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