As Customer Experience (CX) leaders, we are constantly presented with more customer data touchpoints to collect and measure. IDC predicts that by 2022, $641B will be spent on customer experience technologies, which is over $130B more than in 2019. Too often, however, data is not presented in a way that allows for the kind of analysis or actionability that’s required. With the growing support CX receives in businesses today, it’s imperative that CX leaders are able to demonstrate real business impact from the data.
In order to connect customer experience with revenue and expenses, you need an integrated tech stack that can provide you a complete overview. Local Measure’s public API allows you to streamline customer data (both offline and online) into a single dashboard.
Driving business impact requires closely monitoring customer data, and executing strategies that allow you to empower service teams to take action on it. In order to be strategic about customer experience, rather than just functional, your CX program must enable you to:
- Make faster decisions
- Develop an unbiased perspective
- Choose more effective and efficient solutions
Below are some of the ways Local Measure’s API can be used to maximize the value of your data, and thus your strategic decision-making ability.
Monitor on-premise CX performance
Having a centralized view of your customer data can help analysts make distinctions between correlation and causation which is critical but sometimes difficult to distinguish.
- Get reports on the health of all venues by using custom built dashboards with feedback trends to determine property or group-wide actions.
- Set and monitor KPIs for during-visit customer feedback.
- Create a dashboard with external data and Pulse data (action rate, average rating) to stay on top of employee KPIs.
- Match during-visit data, through Pulse events, with your post-visit surveys using the customer email address.
Empower your frontline staff
When customer priorities become clearer, and when they are communicated in real-time, it is easier for service teams to take meaningful action. Here's how the API can help:
- Automate notifications to frontline staff to alert them of high priority CX moments.
- Combine digital and on-premise customer history to alert your operations teams when high-value customers are present, and to serve them accordingly.
- Reduce time spent on staff training by reducing the number of software dependencies.
By increasing the automation of customer data processing through API integrations, you’re able to identify opportunities for improvements that will affect not just the analytics team, but all areas of the business. Learn more about how Local Measure’s API can drive more value for you.