ClickFox's Customer Experience Analytics Blog

1to1 Magazine today published an article titled “What’s Wrecking Your Customer Experience” where they explained four strategies companies can use to navigate their way to customer experience excellence. Anna Convery, ClickFox CMO, was one of the interviewees quoted in the article:

Anna Convery, chief marketing officer at customer experience analytics company ClickFox, says she is beginning to see more chief customer officers and the like who sponsor customer experience projects. But it’s not yet commonplace. “There is a lot of talk about the customer experience at the C-level, but not a lot of folks putting their shoulder to the wheel,” she says.

“Traditionally analytics have been pushed up from each department,” adds Convery of ClickFox. “But as you bring metrics up to the C-level, it means that the organization understands the importance of the customer experience.”

Convery also recommends a focus on metrics around customer acquisition, retention, and growth, which all have bottom-line impact. In addition to new customer volume and share of wallet numbers, however, she advises going deeper into the data:

• What causes customers to churn? Look at 90-day pre-churn behavior to identify other potential churners and save them before they go.
• What’s the best way to onboard a new customer? Follow good customers and create a model of their first 30-day experience to create other good customers from day one.
• How does self-service impact the customer experience? Map customer experience, customer satisfaction, and loyalty metrics against self-service. Are the experience metrics the same, better, or worse if customers use self-service channels?
• What are surveys really telling us? Pay close attention to user surveys not just to look at results, but to see what customers tried to do and where the experience broke down.

Ultimately, it’s what you do with the data that will decide if your company creates or avoids a customer experience pitfall. “The data may be there, but as an organization if you’re not ready to implement change, it becomes merely an academic result,” Convery says.

To read the entire 1to1 article click here (login required).

The article also quotes Forrester analyst, Bruce Temkin, who will be featured in our next webinar. To register for the webinar titled “Understand your Customers as Individuals, Not Individual Transactions” click here.

Register NOW!

Understand your Customers as Individuals, Not Individual Transactions – Featuring Bruce Temkin

Thursday, March 18^th 1:00 pm EST

Forrester analyst Bruce Temkin estimates that customer experience quality could cause swings of $242 million for a large bank and $184 million for a large retailer, but also notes that one of the biggest challenges to success is a lack of cooperation across the organization. Chances are, you already know how customers interact  in stores, on web sites or with call centers, but looking at these interactions independently of each other creates huge ‘blind spots’ resulting in increased operations costs and customer churn. Connecting the dots between service channels delivers a complete picture of customer experience, not just several individual snapshots, for true customer-centric improvement strategies.

Join Bruce Temkin and ClickFox CMO Anna Convery to learn how best-in-class companies are applying a cross-channel approach to customer experience to:

• visualize customer experience across all retail, web, voice self service, and live agent interactions
• apply the appropriate mix of highly efficient, lower cost customer service options
• build a behavioral model for deep analysis into customer paths, trends, and preferences
• understand the direct impact of experiences on CSAT, churn and future buying behavior
• predict and proactively respond to potential churn with highly effective retention strategies

Attendees will hear several powerful case studies illustrating how cross-channel customer experience analytics is delivering multi-million dollar insights and enabling organizations to finally understand their customers as individuals rather than a series of individual transactions.

Register NOW!

You can also watch a replay of our previous webinar with Bruce Temkin, Finding Your Competitive Advantage with Customer Experience Analytics, here.

ClickFox is proud to sponsor the 22nd annual ‘On Wings of Hope’ gala and the continuing efforts of the Hope Heart Institute. The live auction event raises money for cardiovascular research and education to make heart disease – America’s No. 1 cause of death – more treatable, beatable, and preventable. The gala will take place on Feb. 20th at 6pm PST in Seattle, WA. For complete details click here.

To read more about how ClickFox is providing continuing support to national and local community and charitable organizations, click here.

ClickFox announced today that it has signed a multi-year contract with a leading Fortune 500 energy company to analyze several million monthly customer interactions across a variety of service channels. The organization will use ClickFox CEA to track and analyze customer behavior across their web site, interactive voice response (IVR) system and call center (including agent desktop, call routing and electronic dialogue) to get a complete picture of the full experience from the customer’s point of view.

Says Marco Pacelli, ClickFox CEO:

“This new relationship further deepens ClickFox’s domain expertise in the energy industry and adds to an already impressive roster of Fortune 500 utility companies. With the addition of this customer, we now have insight into customer behavior for nearly 40 million energy consumers in the US, enabling us to focus on the most critical areas impacting their experiences and develop industry best practices for cross-channel customer experience excellence.”

Read the full press release here.

You can also read a Utility Industry Case Study or our Utility Industry Brief.