XM Knowledge Base
CUSTOMER EXPERIENCE EBOOK_
16 Ways to Capture and Capitalize on Customer Insights
The customer experience isn’t about a single ‘wow’ moment – in fact, it’s the culmination of several interactions with your brand. Understanding each stage of the customer journey helps you make adjustments to delight customers at every moment that matters to help fuel growth. Organizations that have mastered customer experience grow 4-8% faster than the market. Customer insights help you know how to attract customers to your brand, how to best resolve any customer issues, and how to develop stronger loyalty.
What you will learn from this eBook
- WHY CUSTOMER RESEARCH IS CRUCIAL ACROSS THE ENTIRE JOURNEY Customer research is vital at every stage of the customer journey. Learn how to attract customer, influence buying decisions, and measure loyalty for continued growth.
- COMMON RESEARCH METHODS AND WHERE TO APPLY THEM There are several methods of customer research ranging from competitive benchmarking to relational customer satisfaction metrics. Learn how each method works and where to apply it.
- HOW TO DELIGHT CUSTOMERS TO DRIVE RETENTION AND LOYALTY It can be up to 25 times more costly to attract new customers than to retain existing ones. Learn what entices your customers to your brand and what makes them loyal.
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