How Customer Insight Analysis Will Help Improve Your CX

Understanding the customer insight and analyzing it briefly will always help improve the overall customer experience as well as help in the evolution of the goods and services being delivered. Both from the costumer’s viewpoint and from the business’s viewpoint, analysis of the sum of all the experiences between a customer and supplier will help in gaining an impetus in boosting sales and improving valuable CX.

Insight analysis of customer’s viewpoint can be discussed through the below mentioned points:

Awareness:  The primary point in understanding the viewpoint of a customer is to understand whether the customer is aware of a product or service that is being offered. Awareness is the most fundamental aspect of a customer’s viewpoint. Analyzing this particular aspect will help gain more knowledge of the requirements of a customer. CX starts with the customer’s awareness of the goods/services being offered.

Availability / discovery: Availability or quick market presence is yet another important factor, without which the customer insight analysis is incomplete. Good presence of a product or a set of services in the market will immediately attract the customer. This is the main reason why most multinational brands believe in the expansion of global chain of stores or providing quality services throughout the world. Excellent availability of any product or service is an immediate eye-catcher and customer prefers it. It is a sign of popularity and usefulness of that good/service and this adds very basic but beneficial points in an overall CX.

Human interaction with customers: Interaction or communication with the customer and understanding their viewpoint and requirements increases the chances of selling the product. It also helps in gaining their trust and goodwill.

Purchase and after-sales services: Advertising a product or service in a creative manner and creating more awareness about it will automatically enhance the chances of selling them. Any customer will always notice and observe and then compare any given set of products or services that are being offered and then act accordingly. Reasonable pricing and a margin of bargain will always attract customers, adding up to valuable CX. A frequent and unexpected offer is a definite way of making sales as customers love surprises. Providing free gifts is just another way of increasing sale of any service or product.

One of the most significant components in improving the quality of customer experience is the provision of providing quality after sales services. Customer feedback is very important part in getting an insight of their overall experience with a product or service.

One way a company can help improve customer perception is through utilizing diversity. Diversifying in the means of the hiring process of staff will offer distinct perspectives from different ethnicities, gender or cultural backgrounds, thereby broadening the customer base and this also proves very beneficial in improvising in the methods of providing state of the art CX.

The focus on the needs and demands of a customer and addressing it in the most innovative and satisfying manner is the key to improving the customer experience. In the end, customer insight, analysis can be explained as a brief study of the behavior of customers and providing them good quality goods/services.




Matthew is the Lead Author & Editor of CXperience Blog. Matthew established the CXperience blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to Customer Experience.