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Top Takeaways:


“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:   
  1. How can companies use data to understand their customer’s behavior and preferences better? 
  2. How can digital experience analytics help businesses improve customer interactions? 
  3. What does it mean to start with the customer in mind? 
  4. How can companies strike a balance between disruption and providing a delightful experience for customers? 
  5. How can data help companies identify and address customer experience issues in the digital space?  

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