We just got back from CX Europe in London! Two days of meeting CX professionals, it was jam-packed with insights. One of the main conclusions we made: there is no one-size-fits-all approach when it comes to executing your customer experience programme. Not all your customers are the same, so your approach shouldn't be either.
The easiest way to learn how your customers differ from each other, is by making a segmentation. Split them up by product line, market segment, demographics, customer status and so on. You probably already have all this information in your CRM. The beauty of Hello Customer is that we can link this to the open feedback and create insights, ready for you to take action.
Here's how we support you every step of the way:
When you upload customers in Hello Customer, you can add metadata to every single one of them. Adding metadata is like adding stickers with extra information about them or the interaction they had with your brand.
Some examples are 'store: London', 'Age Category: 18-25', 'loyalty card: yes' and so on. There's no limit, so add as much metadata as you want.
Once we have feedback coming in, you can view the metadata that corresponds with every incoming piece of feedback, everywhere in the platform.
Then it's time to dive deeper in the data. All metadata values are added as filters in all modules. This makes it easy for you to filter and compare the scores and open feedback.
Want to combine values? Sure!
You can make it as granular as you want. With our new filter sets, you can save your most-used combos to use them over and over again.
Are your millenial customers less satisfied than everyone else? Then let ISAAC do its magic and quickly find the roots of whats bugging them.
After you've identified an issue, it's time to take action. Of course you want to see if your efforts make any changes, and that's where the custom dashboards come in.
You can filter every dashboard widget on metadata combinations so you can keep an eye an eye on the target group of your new CX initiatives, or your VIP customers. Never miss a beat!