In this podcast episode I am speaking to Eshwar and Sameh Diab, a Customer Experience Manager from Cartlow on customer experience and how supply chains can impact it.
Customer experience refers to the overall impression and perception that customers have of a brand based on their interactions and engagements throughout the customer journey. It includes every touchpoint and interaction a customer has with a company, including pre-purchase activities like browsing a website, the actual purchase process, post-purchase support, and ongoing interactions such as customer service inquiries or product usage experiences.
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Let me give some websites for the listeners which can actually help businesses gain valuable insights into customer behavior, preferences, and trends.
- Google Analytics: A widely used web analytics tool that provides in-depth insights into website traffic, user behavior, conversion rates, and more. It offers features like audience segmentation, behavior analysis, and e-commerce tracking.
- Adobe Analytics: An enterprise-level analytics solution that offers advanced capabilities for data segmentation, customer journey analysis, attribution modeling, and real-time reporting. It integrates with Adobe's marketing cloud suite for comprehensive marketing analytics.
- Heap: A user analytics platform that automatically captures user interactions across web and mobile platforms. It allows businesses to analyze user behavior, track events, create funnels, and conduct retroactive analysis without predefined tracking.
- Salesforce Marketing Cloud: A comprehensive marketing automation and analytics platform that includes customer data analysis capabilities. It allows businesses to create targeted campaigns, track customer interactions across channels, and measure campaign effectiveness.
- Tableau: A data visualization and business intelligence tool that can be used for customer data analysis. It enables businesses to create interactive dashboards, perform ad-hoc analysis, and visualize customer insights for informed decision-making.
