Shep Hyken interviews Akin Arikan, an evangelist at Contentsquare and the author of Customer Experience Analytics. He talks about the importance of using customer experience analytics to better understand and meet the needs of customers.
“Customers can behave differently from what we expect. Customer experience analytics can tell us what didn’t work, what didn’t resonate, and what we should change to really hit home with our customers.”
“Customer experience analytics are too important to be the job of just analysts. It is for everyone on the team that needs to make decisions to improve the customer experience.”
“It may feel risky to try something new for your customers. Use data to quickly understand what the customer thinks about it. Then, correct and refine, and you will be rewarded.”
Akin Arikan has 20 years of experience in analytics. He is the author of two books, Multichannel Marketing: Metrics and Methods for On and Offline Success and Customer Experience Analytics.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
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