Customer Insight & Analytics
What we do
CUSTOMER INSIGHT & ANALYTICS
Understand customers better than the competition.
Grow faster by connecting the measurement of what is happening with the insight that explains why it happens - most importantly why customers fail to buy.
The Challenge
Organisations are not lacking in data, but often struggle to decipher relevant data and insight to understand their customers. This impairs decision making with organisations defaulting to best practice or expert opinion to inform and direct activity. The result being that despite best efforts, decision makers lack the necessary knowledge of the customer to govern the change agenda, limiting expected levels of return on investment.
Our Response
We capture customer insight to understand both where, and more importantly why, customers fail.
Given that no single data source or software solution can provide the answer, this insight is derived through a blend of:
Customer behaviour
Quantitative analysis of customer behaviour in the sales journey to identify points of abandonment and establish the scale of the value opportunity.
Customer voice
A blend of quantitative and qualitative data sets, captured through surveying real customers in the sales journey, to blend customer feedback with behavioural analysis.
Customer engagement
Interrogation of customer engagement with key touchpoints in the journey, what content captures the most user interest and what content do users ignore.
Competitor analysis and benchmarking
Comparison of the customer experience and engagement with key competitors and benchmarking of key performance indicators against the Good Growth E-Commerce benchmark.
The Output
Faster revenue growth. Captured by a better understanding of your customers and delivered through a human-created blend of quantitative and qualitative insights that respond to real customer failure in the purchase journey.
