Customer Journey Part 3 - 4 Steps to Lasting Change

Today we finish up with part 3 of our Data Products Customer Journey. If you missed the first two installments, click here for part 1 and here for part 2.

We return to Company Y which initially faced a number of setbacks. Two weeks ago they had seen no increased web traffic and sales were steadily plateauing. This changed dramatically after they began working with Data Products experts to increase sales by 20%. By utilizing predictive analytics, Company Y was able to maintain its customer service values while adjusting to a steady influx of new online purchases. Customers are now returning to the site due to the enhanced nature of recommendations. This situation was anticipated in a recent piece by McKinsey stating that “[b]y using machine learning to mine behavioral data from sales and marketing, companies can survey large numbers of individual deals to find patterns and generate insights that win deals and boost customer satisfaction scores.”** The difference in customer engagement over the trial period was significant.

In reflecting on Customer Y’s journey, it can be split into four parts:

1) Identifying the Problem: Company Y needed to adjust quickly to the new environment created by the COVID-19 pandemic and pivot to online sales. The first step was recognizing that their website was missing a few key features to facilitate a more enjoyable customer experience as well as learn more about customer behaviors

2) Consult the Experts: Company Y contacted Data Products to inquire about their services and received a consultation that outlined the time, costs, and details of what was to be done.?

3) Making Changes: After contracting with Data Products, Company's Y worked with our team of experts to implement changes and train on how to utilize these features going forward.

4) Analyzing the Results: After a period of a few weeks, Company Y saw increased website traffic and sales. Their site saw visitors from new clientele as well as an increase in returns from existing customers.

Naturally, Company Y had questions and challenges along the way. One question was: How would Company Y be able to support these changes going forward? This is a common concern that is readily answered. As part of our services, Data Products works to implement solutions that are self-sustaining whenever possible. We offer packages for ongoing support over time as well. We also offer data literacy workshops to train your team on specific applications or methods. From analytics to artificial intelligence, Data Products wields the power of data to enhance business intelligence to deliver solutions that drive transformation, improve productivity, and streamline global operations. Our services encompass risk management and cybersecurity, data visualization and reporting, workforce management, and beyond. If you are interested in learning more about our services, reach out to us at [email protected].